ISO/IEC 25063:2014

DRAFT INTERNATIONAL STANDARD ISO/IEC DIS 25063.2
ISO/IEC JTC 1 Secretariat: ANSI

Voting begins on Voting terminates on
2012-09-23 2012-11-23
INTERNATIONAL ORGANIZATION FOR STANDARDIZATION  МЕЖДУНАРОДНАЯ ОРГАНИЗАЦИЯ ПО СТАНДАРТИЗАЦИИ  ORGANISATION INTERNATIONALE DE NORMALISATION
INTERNATIONAL ELECTROTECHNICAL COMMISSION  МЕЖДУНАРОДНАЯ ЭЛЕКТРОТЕХНИЧЕСКАЯ КОММИСИЯ  COMMISSION ÉLECTROTECHNIQUE INTERNATIONALE


Systems and software engineering — Systems and software
product Quality Requirements and Evaluation (SQuaRE) —
Common Industry Format (CIF) for usability: Context of use
description
Ingénierie des systèmes et du logiciel — Exigences de qualité et évaluation des systèmes et du logiciel
(SQuaRE) — Format industriel commun (CIF) pour l'utilisabilité: Description du contexte d'utilisation
ICS 35.080




To expedite distribution, this document is circulated as received from the committee
secretariat. ISO Central Secretariat work of editing and text composition will be undertaken at
publication stage.
Pour accélérer la distribution, le présent document est distribué tel qu'il est parvenu du
secrétariat du comité. Le travail de rédaction et de composition de texte sera effectué au
Secrétariat central de l'ISO au stade de publication.


THIS DOCUMENT IS A DRAFT CIRCULATED FOR COMMENT AND APPROVAL. IT IS THEREFORE SUBJECT TO CHANGE AND MAY NOT BE
REFERRED TO AS AN INTERNATIONAL STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS BEING ACCEPTABLE FOR INDUSTRIAL, TECHNOLOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON OCCASION HAVE TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL TO BECOME
STANDARDS TO WHICH REFERENCE MAY BE MADE IN NATIONAL REGULATIONS.
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT, WITH THEIR COMMENTS, NOTIFICATION OF ANY RELEVANT PATENT RIGHTS OF WHICH
THEY ARE AWARE AND TO PROVIDE SUPPORTING DOCUMENTATION.
International Organization for Standardization, 2012
©
International Electrotechnical Commission, 2012

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ISO/IEC DIS 25063.2

Copyright notice
This ISO document is a Draft International Standard and is copyright-protected by ISO. Except as permitted
under the applicable laws of the user's country, neither this ISO draft nor any extract from it may be
reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic,
photocopying, recording or otherwise, without prior written permission being secured.
Requests for permission to reproduce should be addressed to either ISO at the address below or ISO's
member body in the country of the requester.
ISO copyright office
Case postale 56  CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Reproduction may be subject to royalty payments or a licensing agreement.
Violators may be prosecuted.
ii © ISO/IEC 2012 — All rights reserved

---------------------- Page: 2 ----------------------
ISO/IEC DIS 25063.2
Contents Page
Foreword . 4!
Introduction . 5!
1! Scope . 7!
2! Conformance . 7!
3! Terms and Definitions . 7!
4! Purposes and types of context of use descriptions . 11!
4.1! General . 11!
4.2! Initial outline of the context of use . 11!
4.3! Detailed description of the context of use . 11!
4.3.1! Current context of use . 11!
4.3.2! Intended context of use . 12!
4.3.3! Context of use specified as part of user requirements . 12!
4.3.4! Context of use of the implemented system . 12!
4.3.5! Context of use of the deployed system . 12!
4.4! Context of use for evaluation . 13!
4.5! Context of use information included in a product description . 13!
5! Elements of a context of use description . 13!
5.1! General . 13!
5.1.1! Overview of requirements and recommendations . 13!
5.1.2! Scope of the context of use . 15!
5.2! Subject of the context of use description . 15!
5.2.1! System, product or service and purpose . 15!
5.2.2! Preconditions and constraints . 15!
5.3! User population . 16!
5.3.1! Users and other stakeholder groups . 16!
5.3.2! The characteristics of each user group . 16!
5.4! Goals and responsibilities of the user group and the organization . 18!
5.4.1! User group goals . 18!
5.4.2! Organizational goals and policies . 19!
5.4.3! Responsibilities . 19!
5.5! Tasks of the users . 19!
5.5.1! Task attributes . 19!
5.5.2! Task representations . 20!
5.6! Environment(s) of the user . 20!
5.6.1! General . 20!
5.6.2! Technical and technological environment . 20!
5.6.3! Social/organizational environment . 21!
5.6.4! Physical environment . 21!
5.7! Problems . 22!
5.7.1! General . 22!
5.7.2! Problems . 22!
5.7.3! Deficiencies in effectiveness, efficiency or satisfaction . 22!
Annex A (informative) Context of use as part of human-centred design . 24!
A.1! Context of use in relation to Human-Centred Design and other CIFs . 24!
A.2! Initial outline of the context of use . 25!
A.3! Scope of the context of use . 26!
A.4! Generic procedure for developing context of use descriptions during design and
!
development . 27
Annex B (informative) Users of the context of use . 30!
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ISO/IEC DIS 25063.2
Annex C (informative) Relationship to ISO/IEC 25010 quality characteristics . 32!
Annex D (informative) Example of a context of use checklist . 33!
Bibliography . 42!

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ISO/IEC DIS 25063.2
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies
(ISO member bodies). The work of preparing International Standards is normally carried out through ISO
technical committees. Each member body interested in a subject for which a technical committee has been
established has the right to be represented on that committee. International organizations, governmental and
non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the
International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of technical committees is to prepare International Standards. Draft International Standards
adopted by the technical committees are circulated to the member bodies for voting. Publication as an
International Standard requires approval by at least 75 % of the member bodies casting a vote.
In exceptional circumstances, when a technical committee has collected data of a different kind from that
which is normally published as an International Standard (“state of the art”, for example), it may decide by a
simple majority vote of its participating members to publish a Technical Report. A Technical Report is entirely
informative in nature and does not have to be reviewed until the data it provides are considered to be no
longer valid or useful.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. ISO shall not be held responsible for identifying any or all such patent rights.
ISO/IEC 25063 was prepared by Technical Committee ISO/TC JTC1, Information Technology, Subcommittee
SC SC7, Software and System Engineering in conjunction with ISO/TC 159 Ergonomics SC 4 Human-System
Interaction.
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ISO/IEC DIS 25063.2
Introduction
The human-centred design approach of ISO 9241-210 is well established and focuses specifically on making
systems usable. Usability can be achieved by applying human-centred design and testing throughout the
lifecycle. In order to enable a human-centred approach to be adopted, it is important that all the relevant types
of information related to usability (information items) are identified and communicated. This identification and
communication enables the usability of a system to be designed and tested.
This International Standard provides a framework and consistent terminology for describing the context of use
of an interactive system. It is intended to assist developers in documenting and communicating usability-
related information through the system development life cycle.
The elements of the context of use are a useful framework for defining, describing and thinking about the
boundary of a system, and addressing influences and affects across this boundary.
The Common Industry Format (CIF) for Usability family of International Standards is described in
ISO TR 25060 and is part of the SQuaRE series (ISO/IEC 25000 – ISO/IEC 25099) of standards on systems
and software product quality requirements and evaluation.
The CIF family of standards uses definitions that are consistent with the ISO 9241 series of standards
(Ergonomics of human system interaction), as this is the terminology that is normally used for this subject
matter.
CIF standards are planned for the following information items:
! Context of use description (ISO/IEC 25063);
! User needs report (ISO/IEC 25064);
! User requirements specification;
! User interaction specification;
! User interface specification;
! Usability evaluation report;
! Field data report;
5 © ISO/IEC – All rights reserved

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ISO/IEC DIS 25063.2

Figure 1 Relationship of CIF documents to user centred design in ISO 924-210 and system lifecycle
processes in ISO/IEC 15288
Figure 1 illustrates the interdependence of these information items with the human-centred design activities
described in ISO 9241-210 as well as the corresponding System Life Cycle processes described in
ISO/IEC 15288. The figure depicts the activities as a set of intersecting areas. The circles overlap to represent
that the activities are not separate, but rather, overlapping in time and scope and the outcome of each activity
provides the input to one or more other activities. As each human-centred design activity can provide input to
any other, there is no starting point, no endpoint, or linear process intended.
Human-centred design relies on user needs that are first identified based on the Context of Use analysis. User
needs are documented in the User Needs Report (ISO/IEC 25064), which is an intermediate deliverable that
links the Context of Use Description (ISO/IEC 25063) that contains Information about the users, their tasks
and the organizational and physical environment, to the user requirements. These items are developed during
the Stakeholders Requirements Definition Process described in ISO/IEC 15288.
The “Produce design solutions” activity focuses on designing user interaction that meets user requirements.
This activity takes place during the Architectural Design, Implementation, and Integration processes described
in ISO/IEC 15288 and produces the information items “User Interaction Specification” and the “User Interface
Specification”.
The “Evaluate” activity starts at the earliest stages in the project, evaluating design concepts to obtain a better
understanding of the user needs. Design solutions can be evaluated multiple times as the interactive system
is being developed, and can produce various types of evaluation report, and usability data such as that
described in ISO/IEC 25062 can support the ISO/IEC 15288 validation process that confirms that the system
complies with the stakeholders requirements.
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ISO/IEC DIS 25063.2

Systems and software engineering — Systems and software
product Quality Requirements and Evaluation (SQuaRE) —
Common Industry Format (CIF) for Usability: Context of Use
Description
1 Scope
This International Standard specifies the contents of both high-level and detailed descriptions of context of use
for an existing, intended, designed or implemented system.
The context of use description is applicable to software and hardware systems, products or services
(excluding generic products, such as a display screen or keyboard). The description of the context of use is
intended to be used as part of system-level documentation resulting from development processes such as
those in ISO 9241-210 and ISO/IEC JTC 1/SC 7 process standards.
This International Standard does not prescribe any kind of method, lifecycle or process. To ensure that this
information item can be used within the broadest range of process models and used in combination with other
information items, the descriptions uses the classification in ISO/IEC 15289 and ISO/IEC 15504-6.
The context of use information item can be integrated into any type of process models.
NOTE For the purpose of establishing process models, ISO/IEC 24774 and ISO/IEC 15504-2 specify the format and
conformance requirements for process models respectively. In addition ISO/IEC 15289 defines the types and content of
information items developed and used in process models for system and software lifecycle management.
ISO/IEC 15504-5 and -6 define work products, including information items, for the purpose of process capability
assessment. Process models and associated information items for human-centred design of interactive systems are
contained in ISO TR 18529 and ISO TS 18152 respectively.
This International Standard also describes the rationale to generate context of use descriptions, and identifies
the intended users of context of use descriptions. An exemplary procedure to create context of use
descriptions is given in A.4.
This International Standard does not recommend any specific format for documenting the context of use.
2 Conformance
A description of the context of use conforms to this International Standard if it contains all the required
elements specified in clause 5. An explanation of the basis for the judgements made in 5.1, 5.3.2.2, 5.3.2.3,
5.3.2.4, 5.4.2, 5.4.3, 5.5.1, 5.6.2, 5.6.3 and 5.6.4 shall be provided.
3 Terms and Definitions
For the purposes of this document, the following terms and definitions apply.
3.1
accessibility
extent to which products, systems, services, environments and facilities can be used by people from a
population with the widest range of characteristics and capabilities to achieve a specified goal in a specified
context of use
Note to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: ISO 26800:2011, 2.1]
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ISO/IEC DIS 25063.2
3.2
context of evaluation
users, tasks, equipment (hardware, software and materials), and the physical and social environments in
which a product is evaluated
[SOURCE: ISO 20282-2:2006, 4.3]
3.3
context of use
users, tasks, equipment (hardware, software and materials), and the physical and social environments in
which a system, product or service is used
[SOURCE: ISO 9241-11:1998, 3.5, with "product" replaced by " system, product or service".]
3.4
effectiveness
accuracy and completeness with which users achieve specified goals
[SOURCE: ISO 9241-11:1998, 3.2]
3.5
efficiency
resources expended in relation to the accuracy and completeness with which users achieve goals
[SOURCE: ISO 9241-11:1998, 3.3]
3.6
goal
intended outcome
[SOURCE: ISO 9241-11:1998, 3.8]
3.7
human-centred design
approach to system design and development that aims to make interactive systems more usable by focussing
on the use of the system; applying human factors, ergonomics and usability knowledge and techniques
Note 1 to entry: The term “human-centred design” is used rather than “user-centred design” in order to emphasize that
this standard also addresses impacts on a number of stakeholders, not just those typically considered as users. However,
in practice, these terms are often used synonymously.
Note 2 to entry: Usable systems can provide a number of benefits including improved productivity, enhanced user
wellbeing, avoidance of stress, increased accessibility, and reduced risk of harm.
[SOURCE: ISO 9241-210:2010, 2.7]
3.8
information item
a separately identifiable body of information that is produced and stored for human use during a system or
software life cycle
[SOURCE: ISO/IEC 15289:2006, 5.11]
3.9
interactive system
combination of hardware, software and /or services that receives input from and communicates output to
users
Note to entry: This includes, where appropriate, packaging, branding, user documentation, on-line help, support and
training.
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ISO/IEC DIS 25063.2
[SOURCE: ISO 9241-210:2010, 2.8]
3.10
persona
representation of a type of user that includes a concise summary of the characteristics of the user that are
most informative to the design or illustrative of specific user requirements
Note to entry: A persona typically includes behaviour patterns, goals, skills, attitudes, and environment, with a few
fictional personal details to make the persona a realistic character.
3.11
requirement
a condition or capability that must be met or possessed by a system, system component, product, or service
to satisfy an agreement, standard, specification, or other formally imposed documents
Note to entry: Requirements include the quantified and documented needs, wants, and expectations of the sponsor,
customer, and other stakeholders.
[SOURCE: ISO/IEC 24765:2010, 3.2506]
3.12
satisfaction
freedom from discomfort, and positive attitudes towards the use of the product
[SOURCE: ISO 9241-11:1998, 3.4]
3.13
stakeholder
individual or organization having a right, share, claim, or interest in a system or in its possession of
characteristics that meet their needs and expectations

[SOURCE: ISO/IEC 15288:2008, 4.29]
3.14
system
combination of interacting elements organized to achieve one or more stated purposes
Note 1 to entry: A system may be considered as a product or as the services it provides.
Note 2 to entry: In practice, the interpretation of its meaning is frequently clarified by the use of an associative noun,
e.g. aircraft system. Alternatively the word system may be substituted simply by a context dependent synonym, e.g.
aircraft, though this may then obscure a system principles perspective.
[SOURCE: ISO/IEC 15288:2008, 4.31]
3.15
task
activities required to achieve a goal
[SOURCE: ISO 9241-11:1998, 3.9]
3.16
usability
extent to which a system, product or service can be used by specified users to achieve specified goals with
effectiveness, efficiency and satisfaction in a specified context of use
[SOURCE: ISO 9241-210, 2.13]
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ISO/IEC DIS 25063.2
3.17
user
person who interacts with a system, product or service
Note to entry: A person who uses the output or service provided by a system, such as a bank customer who visits a
branch, receives a paper statement, or carries out telephone banking using a call centre, can be considered a user.
[SOURCE: ISO 26800:2011, 2.10]
3.18
user experience
a person's perceptions and responses that result from the use and/or anticipated use of a product, system or
service
Note 1 to entry: User experience includes all the users’ emotions, beliefs, preferences, perceptions, physical and
psychological responses, behaviours and accomplishments that occur before, during and after use.
Note 2 to entry: User experience is a consequence of brand image, presentation, functionality, system performance,
interactive behaviour, and assistive capabilities of the interactive system; the user’s internal and physical state resulting
from prior experiences, attitudes, skills and personality; and the context of use.
Note 3 to entry: Usability, when interpreted from the perspective of the users’ personal goals, can include the kind of
perceptual and emotional aspects typically associated with user experience. Usability criteria can be established so as to
assess aspects of user experience.
[SOURCE: ISO 9241-210:2010, 2.15]
3.19
user interface
all components of an interactive system (software or hardware) that provide information and controls for the
user to accomplish specific tasks with the interactive system
[SOURCE: ISO 9241-110:2006, 3.9]
3.20
user need
prerequisite identified as necessary for a user, or a set of users, to achieve an intended outcome, implied or
stated within a specific context of use
[SOURCE: ISO DIS 25064]
3.21
user requirements
usage requirements
requirements for use that provide the basis for design and evaluation of interactive systems to meet identified
user needs
Note 1 to entry: User requirements are derived from user needs and capabilities in order to make use of the system in
an effective, efficient, safe and satisfying manner.
Note 2 to entry: User requirements specify the extent to which user needs and capabilities are to be met when using
the system. They are not requirements on the users.
Note 3 to entry: In software-engineering terms, user requirements comprise both “functional” and “non-functional”
requirements based on user needs and capabilities.
[SOURCE: ISO/IEC TR 25060:2010, 2.21]
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ISO/IEC DIS 25063.2
4 Purposes and types of context of use descriptions
4.1 General
The description of the context of use provides common information that is needed for use in conjunction with
the other information items that are to be produced relating to human centred design (see A.1). This
information helps maintain a human-centred design focus within the project
NOTE 1 The extent to which the characteristics of the context of use are identified will determine the degree to which a
product can be designed for usability in those contexts of use.
Context of use information can be captured in a variety of forms, and descriptions of the context of use can be
formatted to meet the needs of particular audiences.
NOTE 2 Complete descriptions of users, tasks, equipment (hardware, software and materials), and the physical and
social environments that constitute a detailed context of use description can use a structured format (such as Annex D).
Potential applications of the context of use are listed below, described in more detail in the sub-clauses
indicated. Depending on the particular design and development situation it could be necessary to describe
some or all these.
4.2 Initial outline of the context of use
4.3 Detailed description of the context of use
4.3.1 Current context of use
4.3.2 Intended context of use
4.3.3 Context of use specified as part of user requirements
4.3.4 Context of use of the implemented system
4.3.5 Context of use of the deployed system
4.4 Context of use for evaluations
4.5 Context of use as part of a product description
The potential users of each type of context of use description are listed in Annex B.
A context of use description should be treated as an evolving repository of information. The content of the
description will grow as an increasing amount of detail is added in the course of the design.
NOTE 3 Information about the context of use can be used in the development of more than one interactive system.
4.2 Initial outline of the context of use
An initial description of the context of use can be based on the assumptions of the project (often derived from
the business case). At this stage it will not be complete, although some aspects, such as the potential users,
will be known. For more details, see A.2.
4.3 Detailed description of the context of use
4.3.1 Current context of use
Analysis of the context of use of existing or similar systems (including manual systems if appropriate) can
provide information on a whole range of context issues including deficiencies and baseline levels of
performance and satisfaction. Information about the current context of use can be used to identify needs,
problems and constraints that might otherwise be overlooked, but which design of the future system should
take account of.
NOTE 1 Some aspects of the current context will persist, even if the sys
...

DRAFT INTERNATIONAL STANDARD ISO/IEC DIS 25063.2
ISO/IEC JTC 1 Secretariat: ANSI

Voting begins on Voting terminates on
2012-08-17 2012-10-17
INTERNATIONAL ORGANIZATION FOR STANDARDIZATION  МЕЖДУНАРОДНАЯ ОРГАНИЗАЦИЯ ПО СТАНДАРТИЗАЦИИ  ORGANISATION INTERNATIONALE DE NORMALISATION
INTERNATIONAL ELECTROTECHNICAL COMMISSION  МЕЖДУНАРОДНАЯ ЭЛЕКТРОТЕХНИЧЕСКАЯ КОММИСИЯ  COMMISSION ÉLECTROTECHNIQUE INTERNATIONALE


Systems and software engineering — Systems and software
product Quality Requirements and Evaluation (SQuaRE) —
Common Industry Format (CIF) for usability: Context of use
description
Ingénierie des systèmes et du logiciel — Exigences de qualité et évaluation des systèmes et du logiciel
(SQuaRE) — Format industriel commun (CIF) pour l'utilisabilité: Description du contexte d'utilisation
ICS 35.080




To expedite distribution, this document is circulated as received from the committee
secretariat. ISO Central Secretariat work of editing and text composition will be undertaken at
publication stage.
Pour accélérer la distribution, le présent document est distribué tel qu'il est parvenu du
secrétariat du comité. Le travail de rédaction et de composition de texte sera effectué au
Secrétariat central de l'ISO au stade de publication.


THIS DOCUMENT IS A DRAFT CIRCULATED FOR COMMENT AND APPROVAL. IT IS THEREFORE SUBJECT TO CHANGE AND MAY NOT BE
REFERRED TO AS AN INTERNATIONAL STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS BEING ACCEPTABLE FOR INDUSTRIAL, TECHNOLOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON OCCASION HAVE TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL TO BECOME
STANDARDS TO WHICH REFERENCE MAY BE MADE IN NATIONAL REGULATIONS.
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT, WITH THEIR COMMENTS, NOTIFICATION OF ANY RELEVANT PATENT RIGHTS OF WHICH
THEY ARE AWARE AND TO PROVIDE SUPPORTING DOCUMENTATION.
International Organization for Standardization, 2012
©
International Electrotechnical Commission, 2012

---------------------- Page: 1 ----------------------
ISO/IEC DIS 25063.2

Copyright notice
This ISO document is a Draft International Standard and is copyright-protected by ISO. Except as permitted
under the applicable laws of the user's country, neither this ISO draft nor any extract from it may be
reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic,
photocopying, recording or otherwise, without prior written permission being secured.
Requests for permission to reproduce should be addressed to either ISO at the address below or ISO's
member body in the country of the requester.
ISO copyright office
Case postale 56  CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Reproduction may be subject to royalty payments or a licensing agreement.
Violators may be prosecuted.
ii © ISO/IEC 2012 — All rights reserved

---------------------- Page: 2 ----------------------
ISO/IEC DIS 25063.2
Contents Page
Foreword . 4!
Introduction . 5!
1! Scope . 7!
2! Conformance . 7!
3! Terms and Definitions . 7!
4! Purposes and types of context of use descriptions . 11!
4.1! General . 11!
4.2! Initial outline of the context of use . 11!
4.3! Detailed description of the context of use . 11!
4.3.1! Current context of use . 11!
4.3.2! Intended context of use . 12!
4.3.3! Context of use specified as part of user requirements . 12!
4.3.4! Context of use of the implemented system . 12!
4.3.5! Context of use of the deployed system . 12!
4.4! Context of use for evaluation . 13!
4.5! Context of use information included in a product description . 13!
5! Elements of a context of use description . 13!
5.1! General . 13!
5.1.1! Overview of requirements and recommendations . 13!
5.1.2! Scope of the context of use . 15!
5.2! Subject of the context of use description . 15!
5.2.1! System, product or service and purpose . 15!
5.2.2! Preconditions and constraints . 15!
5.3! User population . 16!
5.3.1! Users and other stakeholder groups . 16!
5.3.2! The characteristics of each user group . 16!
5.4! Goals and responsibilities of the user group and the organization . 18!
5.4.1! User group goals . 18!
5.4.2! Organizational goals and policies . 19!
5.4.3! Responsibilities . 19!
5.5! Tasks of the users . 19!
5.5.1! Task attributes . 19!
5.5.2! Task representations . 20!
5.6! Environment(s) of the user . 20!
5.6.1! General . 20!
5.6.2! Technical and technological environment . 20!
5.6.3! Social/organizational environment . 21!
5.6.4! Physical environment . 21!
5.7! Problems . 22!
5.7.1! General . 22!
5.7.2! Problems . 22!
5.7.3! Deficiencies in effectiveness, efficiency or satisfaction . 22!
Annex A (informative) Context of use as part of human-centred design . 24!
A.1! Context of use in relation to Human-Centred Design and other CIFs . 24!
A.2! Initial outline of the context of use . 25!
A.3! Scope of the context of use . 26!
A.4! Generic procedure for developing context of use descriptions during design and
!
development . 27
Annex B (informative) Users of the context of use . 30!
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ISO/IEC DIS 25063.2
Annex C (informative) Relationship to ISO/IEC 25010 quality characteristics . 32!
Annex D (informative) Example of a context of use checklist . 33!
Bibliography . 42!

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ISO/IEC DIS 25063.2
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies
(ISO member bodies). The work of preparing International Standards is normally carried out through ISO
technical committees. Each member body interested in a subject for which a technical committee has been
established has the right to be represented on that committee. International organizations, governmental and
non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the
International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of technical committees is to prepare International Standards. Draft International Standards
adopted by the technical committees are circulated to the member bodies for voting. Publication as an
International Standard requires approval by at least 75 % of the member bodies casting a vote.
In exceptional circumstances, when a technical committee has collected data of a different kind from that
which is normally published as an International Standard (“state of the art”, for example), it may decide by a
simple majority vote of its participating members to publish a Technical Report. A Technical Report is entirely
informative in nature and does not have to be reviewed until the data it provides are considered to be no
longer valid or useful.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. ISO shall not be held responsible for identifying any or all such patent rights.
ISO/IEC 25063 was prepared by Technical Committee ISO/TC JTC1, Information Technology, Subcommittee
SC SC7, Software and System Engineering in conjunction with ISO/TC 159 Ergonomics SC 4 Human-System
Interaction.
© ISO/IEC – All rights reserved 4

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ISO/IEC DIS 25063.2
Introduction
The human-centred design approach of ISO 9241-210 is well established and focuses specifically on making
systems usable. Usability can be achieved by applying human-centred design and testing throughout the
lifecycle. In order to enable a human-centred approach to be adopted, it is important that all the relevant types
of information related to usability (information items) are identified and communicated. This identification and
communication enables the usability of a system to be designed and tested.
This International Standard provides a framework and consistent terminology for describing the context of use
of an interactive system. It is intended to assist developers in documenting and communicating usability-
related information through the system development life cycle.
The elements of the context of use are a useful framework for defining, describing and thinking about the
boundary of a system, and addressing influences and affects across this boundary.
The Common Industry Format (CIF) for Usability family of International Standards is described in
ISO TR 25060 and is part of the SQuaRE series (ISO/IEC 25000 – ISO/IEC 25099) of standards on systems
and software product quality requirements and evaluation.
The CIF family of standards uses definitions that are consistent with the ISO 9241 series of standards
(Ergonomics of human system interaction), as this is the terminology that is normally used for this subject
matter.
CIF standards are planned for the following information items:
! Context of use description (ISO/IEC 25063);
! User needs report (ISO/IEC 25064);
! User requirements specification;
! User interaction specification;
! User interface specification;
! Usability evaluation report;
! Field data report;
5 © ISO/IEC – All rights reserved

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ISO/IEC DIS 25063.2

Figure 1 Relationship of CIF documents to user centred design in ISO 924-210 and system lifecycle
processes in ISO/IEC 15288
Figure 1 illustrates the interdependence of these information items with the human-centred design activities
described in ISO 9241-210 as well as the corresponding System Life Cycle processes described in
ISO/IEC 15288. The figure depicts the activities as a set of intersecting areas. The circles overlap to represent
that the activities are not separate, but rather, overlapping in time and scope and the outcome of each activity
provides the input to one or more other activities. As each human-centred design activity can provide input to
any other, there is no starting point, no endpoint, or linear process intended.
Human-centred design relies on user needs that are first identified based on the Context of Use analysis. User
needs are documented in the User Needs Report (ISO/IEC 25064), which is an intermediate deliverable that
links the Context of Use Description (ISO/IEC 25063) that contains Information about the users, their tasks
and the organizational and physical environment, to the user requirements. These items are developed during
the Stakeholders Requirements Definition Process described in ISO/IEC 15288.
The “Produce design solutions” activity focuses on designing user interaction that meets user requirements.
This activity takes place during the Architectural Design, Implementation, and Integration processes described
in ISO/IEC 15288 and produces the information items “User Interaction Specification” and the “User Interface
Specification”.
The “Evaluate” activity starts at the earliest stages in the project, evaluating design concepts to obtain a better
understanding of the user needs. Design solutions can be evaluated multiple times as the interactive system
is being developed, and can produce various types of evaluation report, and usability data such as that
described in ISO/IEC 25062 can support the ISO/IEC 15288 validation process that confirms that the system
complies with the stakeholders requirements.
© ISO/IEC – All rights reserved 6

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ISO/IEC DIS 25063.2

Systems and software engineering — Systems and software
product Quality Requirements and Evaluation (SQuaRE) —
Common Industry Format (CIF) for Usability: Context of Use
Description
1 Scope
This International Standard specifies the contents of both high-level and detailed descriptions of context of use
for an existing, intended, designed or implemented system.
The context of use description is applicable to software and hardware systems, products or services
(excluding generic products, such as a display screen or keyboard). The description of the context of use is
intended to be used as part of system-level documentation resulting from development processes such as
those in ISO 9241-210 and ISO/IEC JTC 1/SC 7 process standards.
This International Standard does not prescribe any kind of method, lifecycle or process. To ensure that this
information item can be used within the broadest range of process models and used in combination with other
information items, the descriptions uses the classification in ISO/IEC 15289 and ISO/IEC 15504-6.
The context of use information item can be integrated into any type of process models.
NOTE For the purpose of establishing process models, ISO/IEC 24774 and ISO/IEC 15504-2 specify the format and
conformance requirements for process models respectively. In addition ISO/IEC 15289 defines the types and content of
information items developed and used in process models for system and software lifecycle management.
ISO/IEC 15504-5 and -6 define work products, including information items, for the purpose of process capability
assessment. Process models and associated information items for human-centred design of interactive systems are
contained in ISO TR 18529 and ISO TS 18152 respectively.
This International Standard also describes the rationale to generate context of use descriptions, and identifies
the intended users of context of use descriptions. An exemplary procedure to create context of use
descriptions is given in A.4.
This International Standard does not recommend any specific format for documenting the context of use.
2 Conformance
A description of the context of use conforms to this International Standard if it contains all the required
elements specified in clause 5. An explanation of the basis for the judgements made in 5.1, 5.3.2.2, 5.3.2.3,
5.3.2.4, 5.4.2, 5.4.3, 5.5.1, 5.6.2, 5.6.3 and 5.6.4 shall be provided.
3 Terms and Definitions
For the purposes of this document, the following terms and definitions apply.
3.1
accessibility
extent to which products, systems, services, environments and facilities can be used by people from a
population with the widest range of characteristics and capabilities to achieve a specified goal in a specified
context of use
Note to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: ISO 26800:2011, 2.1]
7 © ISO/IEC – All rights reserved

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ISO/IEC DIS 25063.2
3.2
context of evaluation
users, tasks, equipment (hardware, software and materials), and the physical and social environments in
which a product is evaluated
[SOURCE: ISO 20282-2:2006, 4.3]
3.3
context of use
users, tasks, equipment (hardware, software and materials), and the physical and social environments in
which a system, product or service is used
[SOURCE: ISO 9241-11:1998, 3.5, with "product" replaced by " system, product or service".]
3.4
effectiveness
accuracy and completeness with which users achieve specified goals
[SOURCE: ISO 9241-11:1998, 3.2]
3.5
efficiency
resources expended in relation to the accuracy and completeness with which users achieve goals
[SOURCE: ISO 9241-11:1998, 3.3]
3.6
goal
intended outcome
[SOURCE: ISO 9241-11:1998, 3.8]
3.7
human-centred design
approach to system design and development that aims to make interactive systems more usable by focussing
on the use of the system; applying human factors, ergonomics and usability knowledge and techniques
Note 1 to entry: The term “human-centred design” is used rather than “user-centred design” in order to emphasize that
this standard also addresses impacts on a number of stakeholders, not just those typically considered as users. However,
in practice, these terms are often used synonymously.
Note 2 to entry: Usable systems can provide a number of benefits including improved productivity, enhanced user
wellbeing, avoidance of stress, increased accessibility, and reduced risk of harm.
[SOURCE: ISO 9241-210:2010, 2.7]
3.8
information item
a separately identifiable body of information that is produced and stored for human use during a system or
software life cycle
[SOURCE: ISO/IEC 15289:2006, 5.11]
3.9
interactive system
combination of hardware, software and /or services that receives input from and communicates output to
users
Note to entry: This includes, where appropriate, packaging, branding, user documentation, on-line help, support and
training.
© ISO/IEC – All rights reserved 8

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ISO/IEC DIS 25063.2
[SOURCE: ISO 9241-210:2010, 2.8]
3.10
persona
representation of a type of user that includes a concise summary of the characteristics of the user that are
most informative to the design or illustrative of specific user requirements
Note to entry: A persona typically includes behaviour patterns, goals, skills, attitudes, and environment, with a few
fictional personal details to make the persona a realistic character.
3.11
requirement
a condition or capability that must be met or possessed by a system, system component, product, or service
to satisfy an agreement, standard, specification, or other formally imposed documents
Note to entry: Requirements include the quantified and documented needs, wants, and expectations of the sponsor,
customer, and other stakeholders.
[SOURCE: ISO/IEC 24765:2010, 3.2506]
3.12
satisfaction
freedom from discomfort, and positive attitudes towards the use of the product
[SOURCE: ISO 9241-11:1998, 3.4]
3.13
stakeholder
individual or organization having a right, share, claim, or interest in a system or in its possession of
characteristics that meet their needs and expectations

[SOURCE: ISO/IEC 15288:2008, 4.29]
3.14
system
combination of interacting elements organized to achieve one or more stated purposes
Note 1 to entry: A system may be considered as a product or as the services it provides.
Note 2 to entry: In practice, the interpretation of its meaning is frequently clarified by the use of an associative noun,
e.g. aircraft system. Alternatively the word system may be substituted simply by a context dependent synonym, e.g.
aircraft, though this may then obscure a system principles perspective.
[SOURCE: ISO/IEC 15288:2008, 4.31]
3.15
task
activities required to achieve a goal
[SOURCE: ISO 9241-11:1998, 3.9]
3.16
usability
extent to which a system, product or service can be used by specified users to achieve specified goals with
effectiveness, efficiency and satisfaction in a specified context of use
[SOURCE: ISO 9241-210, 2.13]
9 © ISO/IEC – All rights reserved

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ISO/IEC DIS 25063.2
3.17
user
person who interacts with a system, product or service
Note to entry: A person who uses the output or service provided by a system, such as a bank customer who visits a
branch, receives a paper statement, or carries out telephone banking using a call centre, can be considered a user.
[SOURCE: ISO 26800:2011, 2.10]
3.18
user experience
a person's perceptions and responses that result from the use and/or anticipated use of a product, system or
service
Note 1 to entry: User experience includes all the users’ emotions, beliefs, preferences, perceptions, physical and
psychological responses, behaviours and accomplishments that occur before, during and after use.
Note 2 to entry: User experience is a consequence of brand image, presentation, functionality, system performance,
interactive behaviour, and assistive capabilities of the interactive system; the user’s internal and physical state resulting
from prior experiences, attitudes, skills and personality; and the context of use.
Note 3 to entry: Usability, when interpreted from the perspective of the users’ personal goals, can include the kind of
perceptual and emotional aspects typically associated with user experience. Usability criteria can be established so as to
assess aspects of user experience.
[SOURCE: ISO 9241-210:2010, 2.15]
3.19
user interface
all components of an interactive system (software or hardware) that provide information and controls for the
user to accomplish specific tasks with the interactive system
[SOURCE: ISO 9241-110:2006, 3.9]
3.20
user need
prerequisite identified as necessary for a user, or a set of users, to achieve an intended outcome, implied or
stated within a specific context of use
[SOURCE: ISO DIS 25064]
3.21
user requirements
usage requirements
requirements for use that provide the basis for design and evaluation of interactive systems to meet identified
user needs
Note 1 to entry: User requirements are derived from user needs and capabilities in order to make use of the system in
an effective, efficient, safe and satisfying manner.
Note 2 to entry: User requirements specify the extent to which user needs and capabilities are to be met when using
the system. They are not requirements on the users.
Note 3 to entry: In software-engineering terms, user requirements comprise both “functional” and “non-functional”
requirements based on user needs and capabilities.
[SOURCE: ISO/IEC TR 25060:2010, 2.21]
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ISO/IEC DIS 25063.2
4 Purposes and types of context of use descriptions
4.1 General
The description of the context of use provides common information that is needed for use in conjunction with
the other information items that are to be produced relating to human centred design (see A.1). This
information helps maintain a human-centred design focus within the project
NOTE 1 The extent to which the characteristics of the context of use are identified will determine the degree to which a
product can be designed for usability in those contexts of use.
Context of use information can be captured in a variety of forms, and descriptions of the context of use can be
formatted to meet the needs of particular audiences.
NOTE 2 Complete descriptions of users, tasks, equipment (hardware, software and materials), and the physical and
social environments that constitute a detailed context of use description can use a structured format (such as Annex D).
Potential applications of the context of use are listed below, described in more detail in the sub-clauses
indicated. Depending on the particular design and development situation it could be necessary to describe
some or all these.
4.2 Initial outline of the context of use
4.3 Detailed description of the context of use
4.3.1 Current context of use
4.3.2 Intended context of use
4.3.3 Context of use specified as part of user requirements
4.3.4 Context of use of the implemented system
4.3.5 Context of use of the deployed system
4.4 Context of use for evaluations
4.5 Context of use as part of a product description
The potential users of each type of context of use description are listed in Annex B.
A context of use description should be treated as an evolving repository of information. The content of the
description will grow as an increasing amount of detail is added in the course of the design.
NOTE 3 Information about the context of use can be used in the development of more than one interactive system.
4.2 Initial outline of the context of use
An initial description of the context of use can be based on the assumptions of the project (often derived from
the business case). At this stage it will not be complete, although some aspects, such as the potential users,
will be known. For more details, see A.2.
4.3 Detailed description of the context of use
4.3.1 Current context of use
Analysis of the context of use of existing or similar systems (including manual systems if appropriate) can
provide information on a whole range of context issues including deficiencies and baseline levels of
performance and satisfaction. Information about the current context of use can be used to identify needs,
problems and constraints that might otherwise be overlooked, but which design of the future system should
take account of.
NOTE 1 Some aspects of the current context will persist, even if the sys
...

DRAFT INTERNATIONAL STANDARD ISO/IEC DIS 25063
ISO/IEC JTC 1 Secretariat: ANSI

Voting begins on Voting terminates on
2011-09-29 2012-02-29
INTERNATIONAL ORGANIZATION FOR STANDARDIZATION  МЕЖДУНАРОДНАЯ ОРГАНИЗАЦИЯ ПО СТАНДАРТИЗАЦИИ  ORGANISATION INTERNATIONALE DE NORMALISATION
INTERNATIONAL ELECTROTECHNICAL COMMISSION  МЕЖДУНАРОДНАЯ ЭЛЕКТРОТЕХНИЧЕСКАЯ КОММИСИЯ  COMMISSION ÉLECTROTECHNIQUE INTERNATIONALE


Systems and software engineering — Systems and software
product Quality Requirements and Evaluation (SQuaRE) —
Common Industry Format (CIF) for usability: Context of use
description
Ingénierie des systèmes et du logiciel — Exigences de qualité et évaluation des systèmes et du logiciel
(SQuaRE) — Format industriel commun (CIF) pour l'utilisabilité: Description du contexte d'utilisation
ICS 35.080



In accordance with the provisions of Council Resolution 21/1986 this DIS is circulated in the
English language only.
Conformément aux dispositions de la Résolution du Conseil 21/1986, ce DIS est distribué en
version anglaise seulement.

To expedite distribution, this document is circulated as received from the committee
secretariat. ISO Central Secretariat work of editing and text composition will be undertaken at
publication stage.
Pour accélérer la distribution, le présent document est distribué tel qu'il est parvenu du
secrétariat du comité. Le travail de rédaction et de composition de texte sera effectué au
Secrétariat central de l'ISO au stade de publication.


THIS DOCUMENT IS A DRAFT CIRCULATED FOR COMMENT AND APPROVAL. IT IS THEREFORE SUBJECT TO CHANGE AND MAY NOT BE
REFERRED TO AS AN INTERNATIONAL STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS BEING ACCEPTABLE FOR INDUSTRIAL, TECHNOLOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON OCCASION HAVE TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL TO BECOME
STANDARDS TO WHICH REFERENCE MAY BE MADE IN NATIONAL REGULATIONS.
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT, WITH THEIR COMMENTS, NOTIFICATION OF ANY RELEVANT PATENT RIGHTS OF WHICH
THEY ARE AWARE AND TO PROVIDE SUPPORTING DOCUMENTATION.
International Organization for Standardization, 2011
©
International Electrotechnical Commission, 2011

---------------------- Page: 1 ----------------------
ISO/IEC DIS 25063

Copyright notice
This ISO document is a Draft International Standard and is copyright-protected by ISO. Except as permitted
under the applicable laws of the user's country, neither this ISO draft nor any extract from it may be
reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic,
photocopying, recording or otherwise, without prior written permission being secured.
Requests for permission to reproduce should be addressed to either ISO at the address below or ISO's
member body in the country of the requester.
ISO copyright office
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Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Reproduction may be subject to royalty payments or a licensing agreement.
Violators may be prosecuted.
ii © ISO/IEC 2011 — All rights reserved

---------------------- Page: 2 ----------------------
ISO/IEC DIS 25063
Contents Page
Foreword 3

Introduction 4

1
  Scope 5

2
  Conformance 6

3
  Normative references 6

4
  Terms and Definitions 6

5
  Purposes of context of use descriptions 9

5.1
  Context of use in relation to Human-Centred Design and other CIFs 9

5.2
  Initial high-level description of the assumed context of use 11

5.3
  Detailed description of the context of use for the existing system, for the intended
system, or for the implemented system 12

5.3.1
  Current context of use 12

5.3.2
  Intended context of use 12

5.3.3
  Specified context of use as part of user requirements 12

5.3.4
  Context of use of the implemented system Error! Bookmark not defined.

5.3.5
  Context of use of the deployed system 13

5.4
  Context of evaluation 13

5.5
  Context of use as part of a product description 13

6
  Elements of a context of use description 13

6.1
  General requirements and recommendations 13

6.2
  Subject of the context of use description 14

6.2.1
  System, product or service 14

6.2.2
  Preconditions and constraints 14

6.3
  User population 15

6.3.1
  Users and other stakeholder groups 15

6.3.2
  The characteristics of each user group 15

6.4
  Goals 17

6.4.1
  User goals 17

6.4.2
  Organizational goals 17

6.5
  Tasks 18

6.5.1
  Task attributes 18

6.5.2
  Task representations 18

6.6
  Environment 19

6.6.1
  General 19

6.6.2
  Technical environment 19

6.6.3
  Social/organizational environment 19

6.6.4
  Physical environment 20

Annex A (informative) Overview of context of use elements 21

Annex B (Informative) Generic process for developing context of use descriptions
during design and development 23

Annex C (Informative) Users of the context of use 25

Annex D Relationship to ISO/IEC 25010 quality characteristics 27

Annex E (Informative) Example of a context of use checklist 28

Annex F Bibliography 36


2
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---------------------- Page: 3 ----------------------
ISO/IEC DIS 25063
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national
standards bodies (ISO member bodies). The work of preparing International Standards is normally
carried out through ISO technical committees. Each member body interested in a subject for which a
technical committee has been established has the right to be represented on that committee.
International organizations, governmental and non-governmental, in liaison with ISO, also take part
in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all
matters of electrotechnical standardization.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives,
Part 2.
The main task of technical committees is to prepare International Standards. Draft International
Standards adopted by the technical committees are circulated to the member bodies for voting.
Publication as an International Standard requires approval by at least 75 % of the member bodies
casting a vote.
In exceptional circumstances, when a technical committee has collected data of a different kind from
that which is normally published as an International Standard ³VWDWHRIWKHDUW´IRUH[DPSOHLWPD\
decide by a simple majority vote of its participating members to publish a Technical Report. A
Technical Report is entirely informative in nature and does not have to be reviewed until the data it
provides are considered to be no longer valid or useful.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights.
ISO/IEC 25063 was prepared by Technical Committee ISO/TC JTC1, Information Technology,
Subcommittee SC SC7, Software and System Engineering in conjunction with ISO/TC 159
Ergonomics SC 4 Human-System Interaction.
3
DRAFT 2011

---------------------- Page: 4 ----------------------
ISO/IEC DIS 25063
Introduction
The human-centred design approach of ISO 9241-210 is well established and focuses specifically on
making systems usable. Usability can be achieved by applying human-centred design and testing
throughout the lifecycle. In order to enable a human-centred approach to be adopted, it is important
that all the relevant types of information related to usability (information items) are identified and
communicated. This identification and communication enables the usability of a system to be
designed and tested.
This International Standard provides a framework and consistent terminology for describing the
context of use of an interactive system. It is intended to assist developers in documenting and
communicating usability-related information through the system development life-cycle.
The Common Industry Format (CIF) for Usability family of International Standards is described in
ISO TR 25060 and is part of the SQuaRE series (ISO/IEC 25000 ± ISO/IEC 25099) of standards on
systems and software product quality requirements and evaluation.
The CIF family of standards uses definitions that are consistent with the ISO 9241 series of
standards (Ergonomics of human system interaction), as this is the terminology that is normally used
for this subject matter. In some cases these definitions differ from those in ISO/IEC 25000.
CIF standards are planned for the following information items:
x Context of use description (25063)
x User needs report (25064)
x User requirements specification (25065)
x User interaction specification
x User interface specification
x Usability evaluation report (25066)

Figure 1 Relationship of CIF documents to user centred design in ISO 924-210 and system
lifecycle processes in ISO/IEC 15288
4
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---------------------- Page: 5 ----------------------
ISO/IEC DIS 25063
Figure 1 illustrates the interdependence of these information items with the human-centred design
activities described in ISO 9241-210 as well as the corresponding System Life Cycle processes
described in ISO/IEC 15288. The figure depicts the activities as a set of intersecting circles. The
circles overlap to represent that the activities are not separate, but rather, overlapping in time and
scope and the outcome of each activity provides the input to one or more other activities. As each
human-centred design activity can provide input to any other, there is no starting point, no endpoint,
or linear process intended.
Human-centred design relies on user needs that are first identified based on the Context of Use
analysis. User needs are documented in the User Needs Report (ISO/IEC 25064), which is an
intermediate deliverable that links the Context of Use Description (ISO/IEC 25063) that contains
Information about the users, their tasks and the organizational and physical environment, to the user
requirements. These items are developed during the Stakeholders Requirements Definition Process
described in ISO/IEC 15288.
7KH³3URGXFHGHVLJQVROXWLRQV´DFWLYLW\IRFXVHVRQGHVLJQLQJXVHULQWHUDFWLRQWKDWPHHWVXVHU
requirements. This activity takes place during the Architectural Design, Implementation, and
Integration SURFHVVHVGHVFULEHGLQ,62,(&DQGSURGXFHVWKHLQIRUPDWLRQLWHPV³8VHU
,QWHUDFWLRQ6SHFLILFDWLRQ´DQGWKH³8VHU,QWHUIDFH6SHFLILFDWLRQ´
7KH³(YDOXDWH´DFWLYLW\VWDUWVDWWKHHDUOLHVWVWDJHVLQWKHSURMHFWHYDOXDWLQJGHVLJQFRQFHSWVWR
obtain a better understanding of the user needs. Design solutions can be evaluated multiple times
as the interactive system is being developed, and can produce various types of evaluation report,
and usability data such as that described in ISO/IEC 25062 can support the ISO/IEC 15288
validation process that confirms that the system complies with the stakeholders requirements.
Systems and software engineering ² Systems and
software product Quality Requirements and Evaluation
(SQuaRE) ² Common Industry Format (CIF) for Usability:
Context of Use Description
1 Scope
This International Standard specifies the contents of both high-level and detailed descriptions of
context of use for an existing, intended, designed or implemented system.
The context of use description is applicable to software and hardware systems, products or services
(excluding generic products, such as a display screen or keyboard). The description of the context of
use is intended to be used as part of system-level documentation resulting from development
processes such as those in ISO 9241-210 and ISO/IEC JTC1/SC7 process standards.
This International Standard does not prescribe any kind of method, lifecycle or process. To ensure
that this information item can be used within the broadest range of process models and used in
combination with other information items, the descriptions are given in the format defined in ISO/IEC
15289 and ISO/IEC 15504-6.
The context of use information item can be integrated in any type of process models. For the
purpose of establishing process models, ISO/IEC 24774 and ISO/IEC 15504-2 specify the format
and conformance requirements for process models respectively. In addition ISO/IEC 15289 defines
the types and content of information items developed and used in process models for system and
software lifecycle management. ISO/IEC 15504-5 and 6 define work products, including information
items, for the purpose of process capability assessment. Process models and associated information
items for human-centred design of interactive systems are contained in ISO TR 18529 and ISO PAS
18152 respectively.
This International Standard also describes the rationale to generate context of use descriptions, and
identifies the intended users of context of use descriptions. An exemplary process to create context
of use descriptions is given Annex B.
5
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ISO/IEC DIS 25063
2 Conformance
A description of the context of use conforms to this International Standard if it contains all the
required elements specified in clause 6. An explanation of the basis for the judgements made in 6.1,
6.3.2.1, 6.3.2.2, 6.3.2.3, 6.4.2, 6.5.1, 6.5.2, 6.6.3 and 6.6.4 shall be provided.
3 Normative references
The following documents, in whole or in part, are normatively referenced in this document and are
indispensable for its application. For dated references, only the edition cited applies. For undated
references, the latest edition of the referenced document, (including any amendments) applies.
None?
4 Terms and Definitions
For the purposes of this document, the following terms and definitions apply.
4.1
accessibility
extent to which products, systems, services, environments and facilities can be used by people from
a population with the widest range of characteristics and capabilities to achieve a specified goal in a
specified context of use
NOTE Context of use includes direct use or use supported by assistive technologies.
[ISO/FDIS 26800]
4.2
context of evaluation
users, tasks, equipment (hardware, software and materials), and the physical and social
environments in which a product is evaluated
[ISO 20282-2:2006, definition 4.3]
4.3
context of use
users, tasks, equipment (hardware, software and materials), and the physical and social
environments in which a system, product or service is used
NOTE Based on ISO 9241-11:1998.
4.4
effectiveness
accuracy and completeness with which users achieve specified goals
[ISO 9241-11:1998]
4.5
efficiency
resources expended in relation to the accuracy and completeness with which users achieve goals
ISO 9241-11:1998]
4.6
goal
intended outcome
[ISO 9241-11:1998]
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ISO/IEC DIS 25063
4.7
human-centred design
approach to system design and development that aims to make interactive systems more usable by
focussing on the use of the system; applying human factors, ergonomics and usability knowledge
and techniques
NOTE 1 7KHWHUP³KXPDQ-FHQWUHGGHVLJQ´LVXVHGUDWKHUWKDQ³XVHU-FHQWUHGGHVLJQ´LQRUGHUWRHPSKDVL]H
that this standard also addresses impacts on a number of stakeholders, not just those typically considered as
users. However, in practice, these terms are often used synonymously.
NOTE 2 Usable systems can provide a number of benefits including improved productivity, enhanced user
wellbeing, avoidance of stress, increased accessibility, and reduced risk of harm.
[ISO 9241-210:2010]
4.8
information item
a separately identifiable body of information that is produced and stored for human use during a
system or software life cycle
[ISO/IEC 15289:2006]
4.9
interactive system
combination of hardware, software and /or services that receives input from and communicates
output to users
NOTE This includes, where appropriate, packaging, branding, user documentation, on-line help, support
and training.
[ISO 9241-210:2010]
4.10
persona
representation of a type of user that includes a concise summary of general characteristics of the
user, goals and tasks, pain points, and environmental conditions
4.11
prototype
representation of all or part of an interactive system, that, although limited in
some way, can be used for analysis, design and evaluation
NOTE A prototype may be as simple as a sketch or static mock-up or as complicated as a fully functioning
interactive system with more or less complete functionality.
[ISO 9241-210:2010]
4.12
requirement
a condition or capability that must be met or possessed by a system, system component, product, or
service to satisfy an agreement, standard, specification, or other formally imposed documents
NOTE Requirements include the quantified and documented needs, wants, and expectations of the
sponsor, customer, and other stakeholders.
[ISO/IEC 24765:2010]
4.13
satisfaction
freedom from discomfort, and positive attitudes towards the use of the product
[ISO 9241-11:1998]
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ISO/IEC DIS 25063
4.14
stakeholder
individual or organization having a right, share, claim, or interest in a system or in its possession of
characteristics that meet their needs and expectations
[ISO/IEC 15288:2008]
4.15
system
combination of interacting elements organized to achieve one or more stated purposes
NOTE 1 A system may be considered as a product or as the services it provides.
NOTE 2 In practice, the interpretation of its meaning is frequently clarified by the use of an associative noun,
e.g. aircraft system. Alternatively the word system may be substituted simply by a context dependent synonym,
e.g. aircraft, though this may then obscure a system principles perspective.
[ISO/IEC 15288:2008, 4.31]
4.16
task
activities required to achieve a goal
[ISO 9241-11:1998]
4.17
usability
extent to which a system, product or service can be used by specified users to achieve specified
goals with effectiveness, efficiency and satisfaction in a specified context of use
[ISO 9241-210]
4.18
user
person who interacts with a system, product or service
NOTE A person who uses the output or service provided by a system, such as a bank customer who visits
a branch, receives a paper statement, or carries out telephone banking using a call centre, can be considered a
user.
[ISO FDIS 26800:2011]
4.19
user experience
a person's perceptions and responses that result from the use and/or anticipated use of a product,
system or service
NOTE 1 8VHUH[SHULHQFHLQFOXGHVDOOWKHXVHUV¶HPRWLRQVEHOLHIVSUHIHUHQFHVSHUFHSWLRQVSK\VLFDODQG
psychological responses, behaviours and accomplishments that occur before, during and after use.
NOTE 2 User experience is a consequence of brand image, presentation, functionality, system performance,
LQWHUDFWLYHEHKDYLRXUDQGDVVLVWLYHFDSDELOLWLHVRIWKHLQWHUDFWLYHV\VWHPWKHXVHU¶VLQternal and physical state
resulting from prior experiences, attitudes, skills and personality; and the context of use.
NOTE 3 8VDELOLW\ZKHQLQWHUSUHWHGIURPWKHSHUVSHFWLYHRIWKHXVHUV¶SHUVRQDOJRDOVFDQLQFOXGHWKHNLQGRI
perceptual and emotional aspects typically associated with user experience. Usability criteria can be
established so as to assess aspects of user experience.
[ISO 9241-210:2010]
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ISO/IEC DIS 25063
4.20
user interface
all components of an interactive system (software or hardware) that provide information and controls
for the user to accomplish specific tasks with the interactive system
[ISO 9241-110:2006]
4.21
user requirements
usage requirements
requirements for use that provide the basis for design and evaluation of interactive systems to meet
identified user needs.
NOTE 1 User requirements are derived from user needs and capabilities in order to make use of the system
in an effective, efficient, safe and satisfying manner.
NOTE 2 User requirements specify the extent to which user needs and capabilities are to be met when using
the system. They are not requirements on the users.
NOTE 3 In software-HQJLQHHULQJWHUPVXVHUUHTXLUHPHQWVFRPSULVHERWK³IXQFWLRQDO´DQG³Qon-IXQFWLRQDO´
requirements based on user needs and capabilities.
[ISO/IEC TR 25060:2010]

5 Purposes of context of use descriptions
5.1 Context of use in relation to Human-Centred Design and other CIFs
The description of the context of use provides essential common information for the other information
items that are to be produced relating to human centred design, and helps maintain a human-centred
design focus within the project.

Figure 2 ± Relationship between the information items
Figure 2 depicts that each information item builds on the contents of previous items, and can result in
changes or additions to previous items. This starts with context of use information, which can be
expanded upon by detailing User Needs information. Further enrichment of context of use
information is achieved by specifying User Requirements, User Interaction, and the User Interface.
Figure 2 gives an indication of the relative amount of effort that might be expended in collecting and
refining information for each of the information items, as development moves from analysis to
implementation. The results of usability evaluation are reported separately. According to ISO 9241-
210, the generation of information items and also the information therein are the result of iterative
activities. Therefore, the information items are interdependent and can be regarded as a repository
of information that is established during human-centred design.
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ISO/IEC DIS 25063
The extent to which the characteristics of the intended users (and other aspects of the context of
use) are identified will determine the degree to which a product can be designed for usability.
x Information about the context of use should be identified at the beginning of a project. The
initial context of use can be derived from an initial product concept, product goals or user needs
(Annex B).
o The initial context of use defines the scope and basis for the identification of user
needs (ISO/IEC 25064).
o The initial context of use also defines the scope and basis for creative activities such as
concept development, visual design, interface design, information architecture etc. so
that these activities are based on the same data and information as other human-
centred design activities.
x More detailed information on the context of use can be derived from user needs research
and subsequent analysis of user requirements. The intended context of use will contribute to
the development of user requirements (planned future CIF), and the specified context of use will
be used as part of the user requirements to provide a basis for design. The need to design a
product that is usable in particular contexts of use often requires new design solutions, for
example illumination for a product to be used in the dark, accessibility features if used by people
with disabilities, or usable without reading instructions for casual users.
ISO 9241-VWDWHVWKDW³Whe context of use of the system should be described in sufficient
detail to support the requirements, dHVLJQDQGHYDOXDWLRQDFWLYLWLHV´
NOTE Where it is believed that a characteristic will affect the usability of the product, but the implications of
a particular design solution are not known, investigations could be carried out with a sample of intended
users.
x Tasks will usually need to be analysed and described in more detail as an input to the user
interaction specification.
x Evaluations need to be carried out in an evaluation context that matches the intended
context of use as closely as possible (planned future CIF).
Context of use information can be captured in a variety of forms, and descriptions of the context of
use can be formatted to meet the needs of particular audiences. Complete descriptions of users,
tasks, equipment (hardware, software and materials), and the physical and social environments that
constitute to a detailed context of use description can use a structured format (such as Annex E).
A context of use description should be treated as an evolving repository of information. The content
will grow as an increasing amount of detail is added in the course of the design.
NOTE Information about the context of use can provide the basis for the development of more than one
interactive system.
Sources of evidence for documenting the context of use can include:
x Video files of individual users showing them in their real context of use.
x Diaries completed by users over a period of time describing their real context of use.
x Written documentation of conducted observations of users (ethnographic studies).
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ISO/IEC DIS 25063
Ways of representing particular aspects of the context of use can include:
x Narrative descriptions of the context of use (referred to as ³VFHQDULRVRIXVH´³FRQWH[W
VFHQDULRV´³DVLV´VFHQDULRV or ³problem scenarios´) for each user group, typically based on
user interviews.
x Personas, which represent a type of user by providing a concise summary of general
characteristics of an instance of user, goals and tasks, pain points, and environmental
conditions.
Depending on the needs of the particular design and development environment it could be
necessary to describe some or all the following examples of the context of use, which are described
in more detail in the sub-clauses indicated.
5.2 Initial high-level description of the assumed context of use
5.3 Detailed description of the context of use for the existing system, for the intended system, or
for the implemented system
5.3.1 Current context of use
5.3.2 Intended context of use
5.3.3 Specified context of use as part of user requirements
5.3.4 Context of use of the implemented system
5.3.5 Context of use of the deployed system
5.4 Context of use for evaluations
5.5 Context of use as part of a product description
The potential users of each type of context of use description are listed in Annex C.
5.2 Initial high-level description of the assumed context of use
An initial high-level description of the assumed context of use can be based on the assumptions of
the project (often derived from the business case). Even for new products with an intended
innovation, some aspects of the context of use (such as the intended users) are likely to be known.
These high-level descriptions of the context of use can provide a basis for identifying users and
undertaking user needs analysis. In turn, the identified user needs (that can be documented in the
user needs report, ISO/IEC 25064) provide information relevant to the verification and modification of
WKHFRQWH[WRIXVH6XFKD³KLJK-OHYHO´FRQWH[WRIXVHPLJKWFRQWDLQDQXPEHURIPRUHFRQFHSWXDO
statements and assumptions, and might not cover all elements of the context of use.
For some projects, an existing context of use is not a valid source of information (e.g. for new
products, an intended innovation or a change to the current use model). Even in this situation a
more general description of the intended context of use is a necessary first step.
NOTE Typical formats for documenting high-level context of use descriptions can include lists of user groups
including their major attributes (e.g. responsibilities and frequent tasks) and summary illustrations of users
groups (persona descriptions).
EXAMPLE This example shows the type of high-level information that might be provided for one of several
user groups.
Context of Use Element G roup 1 2. «
General title of user group Car driver
Example job titles (if relevant) Not applicable
Demographic data (if relevant) Min 18 years old
(Age, Gender, specific physical attributes) Holder of a driving licence
Male or female
Goal - To have the car parked in the correct place without
damaging it
- Parks his car daily in city environments
Assumed tasks to be supported and
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ISO/IEC DIS 25063
assumed task competence - Does not feel secure in the situation of parking a car
- Spends more effort then necessary to get car parked
- Occasionally hits obstacles during parking
Assumed job experience (if relevant) Driving training for drivers licence
Assumed organizational / social - Typically by him/herself when parking the car
environment
- No human assistance available
Assumed physical environment Middle class car
Assumed equipment used for task Back mirror
completion

5.3 Detailed description of the context of use for the existing system, for the intended
system, or for the implemented system
5.3.1 Current context of use
Analysis of existing or similar systems (including manual systems if appropriate) can provide
information on a whole range of context issues including deficiencies and baseline levels of
performance and satisfaction. It can reveal needs, problems and constraints that might otherwise be
overlooked but which design of the future system should take account of.
...

NORME ISO/IEC
INTERNATIONALE 25063
Première édition
2014-03-15
Ingénierie des systèmes et du
logiciel — Exigences de qualité et
évaluation des systèmes et du logiciel
(SQuaRE) — Format industriel
commun (CIF) pour l’utilisabilité:
Description du contexte d’utilisation
Systems and software engineering — Systems and software product
Quality Requirements and Evaluation (SQuaRE) — Common Industry
Format (CIF) for usability: Context of use description
Numéro de référence
ISO/IEC 25063:2014(F)
©
ISO/IEC 2014

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ISO/IEC 25063:2014(F)

DOCUMENT PROTÉGÉ PAR COPYRIGHT
© ISO/IEC 2014, Publié en Suisse
Droits de reproduction réservés. Sauf indication contraire, aucune partie de cette publication ne peut être reproduite ni utilisée
sous quelque forme que ce soit et par aucun procédé, électronique ou mécanique, y compris la photocopie, l’affichage sur
l’internet ou sur un Intranet, sans autorisation écrite préalable. Les demandes d’autorisation peuvent être adressées à l’ISO à
l’adresse ci-après ou au comité membre de l’ISO dans le pays du demandeur.
ISO copyright office
Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
Tel. +41 22 749 01 11
Fax +41 22 749 09 47
copyright@iso.org
www.iso.org
ii  © ISO/IEC 2014 – Tous droits réservés

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ISO/IEC 25063:2014(F)

Sommaire Page
Avant-propos .iv
Introduction .v
1 Domaine d’application . 1
2 Conformité . 1
3 Termes et définitions . 1
4 Objets et types de descriptions de contexte d’utilisation . 5
4.1 Généralités . 5
4.2 Avant-projet du contexte d’utilisation . 6
4.3 Contexte détaillé des descriptions d’utilisation . 6
4.3.1 Contexte d’utilisation actuel . 6
4.3.2 Contexte d’utilisation prévu . 6
4.3.3 Contexte d’utilisation spécifié dans le cadre des exigences utilisateur . 7
4.3.4 Contexte d’utilisation du système, produit ou service mis en œuvre . 7
4.3.5 Contexte d’utilisation du système, produit ou service déployé . 7
4.4 Contexte d’utilisation d’une évaluation . 7
4.5 Informations du contexte d’utilisation contenues dans une description d’un produit . 8
5 Éléments d’une description de contexte d’utilisation . 8
5.1 Généralités . 8
5.1.1 Aperçu des exigences et recommandations . 8
5.1.2 Champ d’application du contexte d’utilisation .10
5.2 Objet de la description du contexte d’utilisation .10
5.2.1 Système, produit ou service et leur objectif .10
5.2.2 Conditions préalables et contraintes .10
5.3 Population d’utilisateurs .11
5.3.1 Utilisateurs et autres groupes de parties prenantes .11
5.3.2 Les caractéristiques de chaque groupe d’utilisateurs .12
5.4 Objectifs/buts et responsabilités du groupe d’utilisateurs et de l’organisation .14
5.4.1 Objectifs/buts du groupe d’utilisateurs .14
5.4.2 Objectifs et politiques des organisations .15
5.4.3 Responsabilités .15
5.5 Tâches des utilisateurs .16
5.5.1 Attributs des tâches . .16
5.5.2 Représentations des tâches .16
5.6 Environnement(s) de l’utilisateur .17
5.6.1 Généralités .17
5.6.2 Environnement technique et technologique .17
5.6.3 Environnement social/organisationnel .18
5.6.4 Environnement physique .18
5.7 Problèmes . .19
5.7.1 Généralités .19
5.7.2 Description des problèmes .19
5.7.3 Lacunes en termes d’efficacité, d’efficience ou de satisfaction .20
Annexe A (informative) Avant-projet du contexte d’utilisation .21
Annexe B (informative) Utilisateurs du contexte d’utilisation .22
Annexe C (informative) Exemple d’une liste de contrôle de contexte d’utilisation .24
Bibliographie .35
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ISO/IEC 25063:2014(F)

Avant-propos
L’ISO (Organisation internationale de normalisation) et l’IEC (Commission électrotechnique
internationale) forment le système spécialisé de la normalisation mondiale. Les organismes
nationaux membres de l’ISO ou de l’IEC participent au développement de Normes internationales
par l’intermédiaire des comités techniques créés par l’organisation concernée afin de s’occuper des
domaines particuliers de l’activité technique. Les comités techniques de l’ISO et de l’IEC collaborent
dans des domaines d’intérêt commun. D’autres organisations internationales, gouvernementales et non
gouvernementales, en liaison avec l’ISO et l’IEC, participent également aux travaux. Dans le domaine
des technologies de l’information, l’ISO et l’IEC ont créé un comité technique mixte, l’ISO/IEC JTC 1.
Les Normes internationales sont rédigées conformément aux règles données dans les Directives
ISO/IEC, Partie 2.
La tâche principale du comité technique mixte est d’élaborer les Normes internationales. Les projets de
Normes internationales adoptés par le comité technique mixte sont soumis aux organismes nationaux
pour vote. Leur publication comme Normes internationales requiert l’approbation de 75 % au moins
des organismes nationaux votants.
L’attention est appelée sur le fait que certains des éléments du présent document peuvent faire l’objet de
droits de propriété intellectuelle ou de droits analogues. L’ISO ne saurait être tenu pour responsable de
ne pas avoir identifié de tels droits de propriété et averti de leur existence.
L’ISO/IEC 25063 a été élaborée par le comité technique mixte ISO/IEC JTC 1, Technologies de
l’information, sous-comité SC 7, Ingénierie du logiciel et des systèmes, en collaboration avec le comité
technique ISO/TC 159, Ergonomie, sous-comité SC 4, Ergonomie de l’interaction homme/système.
iv © ISO/IEC 2014 – Tous droits réservés

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ISO/IEC 25063:2014(F)

Introduction
[4]
L’approche de conception centrée sur l’opérateur humain de l’ISO 9241-210 est bien établie et s’emploie
principalement à rendre les systèmes utilisables. Une conception centrée sur l’opérateur humain et des
essais tout au long du cycle de vie permettent de faciliter l’utilisation (l’utilisabilité) des systèmes. Pour
qu’une approche centrée sur l’opérateur humain puisse être adoptée, il est important d’identifier et de
communiquer tout type d’information pertinente relevant de l’utilisabilité (éléments d’information).
Cette identification et cette communication permettent de concevoir et d’éprouver l’utilisabilité d’un
système.
La présente Norme internationale fournit un cadre et une terminologie cohérents permettant de
décrire le contexte d’utilisation d’un système interactif. Elle a pour but d’aider les développeurs dans la
documentation et la communication d’informations relatives à l’utilisabilité à travers le cycle de vie du
développement de systèmes.
Le Format industriel commun (CIF) applicable à la famille de Normes internationales «Utilisabilité» est
[19] [17]
décrit dans l’ISO/IEC/TR 25060 et fait partie de la série de normes SQuaRE (de l’ISO/IEC 25000
à l’ISO/IEC 25099) relatives aux exigences de qualité et évaluation des systèmes et du produit logiciel.
La famille de normes CIF utilise des définitions qui sont conformes à la série de normes ISO 9241
(Ergonomie de l’interaction homme-système), car il s’agit de la terminologie usuelle propre à ce
domaine.
Les normes CIF sont prévues pour les éléments d’information suivants:
— description du contexte d’utilisation (ISO/IEC 25063);
— rapport sur les besoins de l’utilisateur (ISO/IEC 25064);
— spécification des exigences utilisateur (ISO/IEC 25065 prévue);
— spécification de l’interaction de l’utilisateur;
— spécification de l’interface utilisateur;
— rapport d’évaluation (ISO/IEC 25066 prévue);
— rapport sur les données de terrain.
Les normes CIF font partie de la «Division réservée au développement» de la série «SQuaRE» de Normes
internationales ISO/IEC 25000 (voir Figure 1).
Figure 1 — Organisation de la série SQuaRE de Normes internationales
[2]
Le contexte d’utilisation est défini dans l’ISO 9241-11 . Le modèle de qualité du système dans
[18]
l’ISO/IEC 25010 intègre le contexte d’utilisation.
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ISO/IEC 25063:2014(F)

Figure 2 — Relation entre les documents CIF et la conception centrée sur l’utilisateur dans
[4] [7]
l’ISO 9241-210 et les processus du cycle de vie d’un système dans l’ISO/IEC 15288
La Figure 2 illustre l’interdépendance existant entre ces éléments d’information et les activités de
[4]
conception centrée sur l’opérateur humain décrites dans l’ISO 9241-210 , ainsi que les processus
[7]
du cycle de vie du système correspondant décrits dans l’ISO/IEC 15288 . Cette figure présente les
activités sous forme d’un ensemble de zones d’intersection. Les cercles qui se chevauchent représentent
les activités qui ne sont pas distinctes, mais qui, plutôt, se recoupent en termes de durée et de domaine
d’application; ainsi, le résultat de chaque activité fournit des éléments d’entrée à une ou plusieurs
activités. Étant donné que chaque activité de conception centrée sur l’opérateur humain peut fournir
des éléments d’entrée à toute autre activité, cette figure ne présente aucun point de départ, point
d’arrivée ni de processus linéaire.
La conception centrée sur l’opérateur humain repose sur les besoins de l’utilisateur qui sont d’abord
identifiés en fonction de l’analyse du contexte d’utilisation. Les besoins de l’utilisateur sont documentés
dans le Rapport sur les besoins de l’utilisateur (ISO/IEC 25064), qui constitue un livrable intermédiaire
vi © ISO/IEC 2014 – Tous droits réservés

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ISO/IEC 25063:2014(F)

servant de lien entre la Description du contexte d’utilisation (ISO/IEC 25063) - qui contient des
informations sur les utilisateurs, leurs tâches et l’environnement organisationnel et physique - et les
exigences utilisateur. Ces éléments sont développés lors du Processus de définition des exigences des
[7]
parties prenantes décrit dans l’ISO/IEC 15288 .
L’activité intitulée «Produire des solutions de conception» se concentre sur la conception d’interactions
utilisateur répondant aux exigences utilisateur. Cette activité intervient lors des processus de
[7]
conception architecturale, d’implémentation et d’intégration décrits dans l’ISO/IEC 15288 et produit
les éléments d’information intitulés «Spécification de l’interaction de l’utilisateur» et «Spécification de
l’interface utilisateur».
L’activité intitulée «Évaluer (la conception)» démarre dès les premières phases du projet, en évaluant
les principes de conception conduisant à une meilleure compréhension des besoins de l’utilisateur. Les
solutions de conception peuvent être évaluées à maintes reprises au fur et à mesure du développement
des systèmes interactifs et peuvent produire différents types de rapport d’évaluation; les données
[20]
d’utilisabilité telles que celles décrites dans l’ISO/IEC 25062 peuvent également prendre en charge le
[7]
processus de validation de l’ISO/IEC 15288 qui confirme la conformité du système avec les exigences
des parties prenantes.
© ISO/IEC 2014 – Tous droits réservés vii

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NORME INTERNATIONALE ISO/IEC 25063:2014(F)
Ingénierie des systèmes et du logiciel — Exigences de
qualité et évaluation des systèmes et du logiciel (SQuaRE)
— Format industriel commun (CIF) pour l’utilisabilité:
Description du contexte d’utilisation
1 Domaine d’application
La présente Norme internationale spécifie les contenus des descriptions - à la fois générales et
détaillées - du contexte d’utilisation d’un système, produit ou service existant, conçu ou mis en œuvre.
La description du contexte d’utilisation s’applique aux systèmes, produits ou services des logiciels et
matériels (à l’exception des produits génériques, tels qu’un écran d’affichage ou clavier). La description
du contexte d’utilisation est destinée à être utilisée dans le cadre de documents relatifs au niveau
système, dérivés des processus de développement tels que ceux figurant dans l’ISO 9241-210 et dans les
normes de procédés/processus de l’ISO/IEC JTC 1/SC 7.
La présente Norme internationale n’impose aucun type de méthode, cycle de vie, ni procédé/processus.
L’élément d’information d’un contexte d’utilisation peut être intégré dans tous les types de modèles de
processus.
[16] [9]
NOTE Afin d’établir des modèles de processus, l’ISO/IEC/TR 24774 et l’ISO/IEC 15504-2 spécifient
respectivement les exigences de format et de conformité applicables aux modèles de procédés/processus. En
[8]
outre, l’ISO/IEC 15289 définit les types et le contenu des éléments d’information élaborés et utilisés dans
les modèles de processus dans le cadre de la gestion du cycle de vie du système et du logiciel. L’ISO/IEC 15504-
[10] [11]
5 et l’ISO/IEC 15504-6 définissent les produits fabriqués, y compris les éléments d’information, à des fins
d’évaluation de la capacité des procédés (ou processus). Les modèles de processus et les éléments d’information
associés à la conception centrée sur l’opérateur humain des systèmes interactifs sont contenus respectivement
[13] [12]
dans l’ISO/TR 18529 et dans l’ISO/TS 18152 .
La présente Norme internationale décrit également la finalité de l’utilisation des descriptions du
contexte d’utilisation et identifie les utilisateurs cibles des descriptions du contexte d’utilisation.
Si la présente Norme internationale spécifie les éléments de contenu nécessaires à un descriptif
de contexte d’utilisation, elle n’impose cependant aucune structure ni présentation particulières
concernant la documentation du contexte d’utilisation.
2 Conformité
Une description du contexte d’utilisation est conforme à la présente Norme internationale si elle
comporte tous les éléments requis spécifiés dans l’Article 5.
3 Termes et définitions
Pour les besoins du présent document, les termes et définitions suivants s’appliquent.
3.1
accessibilité
degré selon lequel des produits, systèmes, services, environnements et installations peuvent être
utilisés par des membres d’une population présentant le plus large éventail possible de caractéristiques
et de capacités en vue d’atteindre un objectif spécifié dans un contexte d’utilisation donné
Note 1 à l’article: Le contexte d’utilisation comprend l’utilisation directe et l’utilisation assistée par des
technologies d’assistance.
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[SOURCE: ISO 26800:2011, 2.1]
3.2
contexte d’utilisation
utilisateurs, tâches, équipement (matériel, logiciel et documents) et environnements physique et social
d’utilisation d’un système, produit ou service
[SOURCE: ISO 9241-11:1998, 3.5, modifiée — Dans la définition, «produit» a été remplacé par «système,
produit ou service».]
Note 1 à l’article: Dans la présente Norme internationale, l’équipement est décrit comme faisant partie de
l’environnement technique et technologique.
3.3
efficacité
précision et degré d’achèvement selon lesquels l’utilisateur atteint des objectifs spécifiés
[SOURCE: ISO 9241-11:1998, 3.2]
3.4
efficience
rapport entre les ressources dépensées et la précision et le degré d’achèvement selon lesquels
l’utilisateur atteint des objectifs spécifiés
[SOURCE: ISO 9241-11:1998, 3.3]
3.5
objectif
but à atteindre
[SOURCE: ISO 9241-11:1998, 3.8]
3.6
conception centrée sur l’opérateur humain
approche de conception et de développement de systèmes ayant pour objectif d’améliorer l’utilisabilité
des systèmes interactifs en se concentrant sur l’utilisation du système concerné, et en appliquant les
connaissances et techniques existantes en matière de facteurs humains/d’ergonomie et d’utilisabilité
Note 1 à l’article: Le terme «conception centrée sur l’opérateur humain» est employé de préférence au terme
«conception centrée sur l’utilisateur» afin de souligner que la présente norme couvre également les effets
sur un grand nombre de parties prenantes, et non simplement les individus considérés généralement comme
utilisateurs. Toutefois, dans la pratique, ces termes sont souvent utilisés comme synonymes.
Note 2 à l’article: Les systèmes utilisables peuvent présenter plusieurs avantages, y compris une meilleure
productivité, l’amélioration du bien-être de l’utilisateur, la prévention du stress, une meilleure accessibilité et un
risque de préjudice réduit.
[SOURCE: ISO 9241-210:2010, 2.7]
3.7
élément d’information
ensemble d’informations identifiables séparément, produit et conservé à des fins d’utilisation par
l’opérateur humain au cours du cycle de vie d’un système ou d’un logiciel
[SOURCE: ISO/IEC 15289:2006, 5.11]
3.8
système interactif
combinaison de matériels, logiciels et/ou services qui reçoit des données provenant des utilisateurs et
qui leur communique des informations résultantes
Note 1 à l’article: Cela inclut, le cas échéant, le conditionnement, l’image de marque (ou marquage, branding), la
documentation de l’utilisateur, l’aide en ligne, l’assistance et la formation.
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[SOURCE: ISO 9241-210:2010, 2.8]
3.9
persona
représentation d’un type d’utilisateur comprenant un résumé succinct des caractéristiques de
l’utilisateur, le plus instructif possible pour servir la conception, ou le plus représentatif des exigences
spécifiques des utilisateurs
Note 1 à l’article: Une persona (ou utilisateur type) comprend habituellement les modèles de comportement, buts,
compétences, attitudes et environnement, auxquels s’ajoutent quelques informations détaillées personnelles
fictives afin de lui attribuer un caractère réaliste (personnification réaliste).
3.10
exigence
condition ou capacité qu’un système, élément constitutif d’un système, produit ou service doivent
remplir ou posséder, en vue de respecter un accord, une norme, une spécification, ou autres documents
formellement prescrits
Note 1 à l’article: Ces exigences comprennent les besoins, souhaits et attentes quantifiés et justifiés du sponsor,
client et autres parties prenantes.
[SOURCE: ISO/IEC/IEEE 24765:2010, 3.2506]
3.11
satisfaction
absence d’inconfort, et attitudes positives dans l’utilisation du produit
[SOURCE: ISO 9241-11:1998, 3.4]
3.12
partie prenante
individu ou organisation ayant un droit, une part, une revendication ou un intérêt dans un système ou
ayant en sa possession des caractéristiques répondant à ses besoins et attentes
[SOURCE: ISO/IEC 15288:2008, 4.29]
3.13
système
combinaison d’éléments interagissant entre eux, organisés de façon à atteindre un ou plusieurs
objectifs énoncés
Note 1 à l’article: Un système peut être considéré comme un produit ou comme les services qu’il fournit.
Note 2 à l’article: Dans la pratique, l’interprétation du sens donné à ce terme est souvent précisée par l’emploi
d’un substantif qui lui est associé, par exemple système d’aéronef. Dans d’autres cas, il est possible de remplacer
le terme «système» simplement par un terme en fonction du contexte, par exemple «aéronef», même si cela peut
ultérieurement occulter une perspective systémique des principes fondamentaux.
[SOURCE: ISO/IEC 15288:2008, 4.31]
3.14
tâche
activités requises pour atteindre un objectif
[SOURCE: ISO 9241-11:1998, 3.9]
3.15
utilisabilité
degré selon lequel un système, un produit ou un service peut être utilisé, par des utilisateurs spécifiés,
pour atteindre des buts définis avec efficacité, efficience et satisfaction, dans un contexte d’utilisation
spécifié
[SOURCE: ISO 9241-210, 2.13]
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3.16
utilisateur
personne qui interagit avec un système, un produit ou un service
Note 1 à l’article: Une personne qui utilise les éléments de sortie ou un service fournis par un système. Par
exemple, un client d’une banque qui se rend dans une succursale, reçoit un relevé papier ou utilise un service
bancaire par téléphone en appelant un centre d’appels, peut être considéré comme un utilisateur.
[SOURCE: ISO 26800:2011, 2.10]
3.17
expérience de l’utilisateur
perceptions et réactions d’une personne qui résultent de l’utilisation effective et/ou anticipée d’un
produit, système ou service
Note 1 à l’article: L’expérience de l’utilisateur inclut toutes les émotions, convictions, préférences, perceptions,
réactions physiques et psychologiques, comportements et réalisations de ce dernier, qui interviennent avant,
pendant et après l’utilisation.
Note 2 à l’article: L’expérience de l’utilisateur est une conséquence de l’image de marque, la présentation, la
fonctionnalité, les performances, le comportement interactif et les capacités d’assistance du système interactif;
de l’état intérieur et physique de l’utilisateur résultant d’expériences passées, de ses attitudes, de ses compétences
et de sa personnalité ainsi que du contexte d’utilisation.
Note 3 à l’article: L’utilisabilité, lorsqu’elle est interprétée du point de vue des objectifs personnels des utilisateurs,
peut comporter le type d’aspects perceptifs et émotionnels généralement associés à l’expérience de l’utilisateur.
Des critères d’utilisabilité peuvent être définis pour évaluer les aspects de l’expérience de l’utilisateur.
[SOURCE: ISO 9241-210:2010, 2.15]
3.18
interface utilisateur
tous les composants d’un système interactif (logiciels ou matériels) qui fournissent des informations et
des commandes à l’utilisateur pour accomplir des tâches spécifiques avec le système interactif
[SOURCE: ISO 9241-110:2006, 3.9]
3.19
besoin de l’utilisateur
conditions préalables identifiées comme étant nécessaires à un utilisateur, ou à un groupe d’utilisateurs,
pour atteindre un but visé, implicite ou stipulé dans un contexte d’utilisation donné
[SOURCE: ISO/IEC 25064:2013, 4.19]
3.20
exigences utilisateur
exigences d’utilisation
exigences d’utilisation fournissant les éléments nécessaires à la conception et à l’évaluation des
systèmes interactifs pour répondre aux besoins identifiés de l’utilisateur
Note 1 à l’article: Les exigences utilisateur sont dérivées des besoins et capacités des utilisateurs en vue d’utiliser
le système de manière efficace, efficiente, sécurisée et satisfaisante.
Note 2 à l’article: Les exigences utilisateur spécifient le degré selon lequel les besoins et capacités des utilisateurs
doivent être satisfaits lors de l’utilisation du système. Il ne s’agit pas d’exigences imposées aux utilisateurs.
Note 3 à l’article: En termes de génie logiciel, les exigences utilisateur comprennent des exigences aussi bien
«fonctionnelles» que «non fonctionnelles», en fonction des besoins et capacités des utilisateurs.
[SOURCE: ISO/IEC/TR 25060:2010, 2.21]
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4 Objets et types de descriptions de contexte d’utilisation
4.1 Généralités
La description du contexte d’utilisation fournit les informations communes nécessaires pour une
utilisation associée à d’autres éléments d’information devant être produits en rapport avec la conception
centrée sur l’opérateur humain. Les informations relatives au contexte d’utilisation servent de base à
la conception d’un produit utilisable dans le contexte d’utilisation prévu, et contribuent à maintenir
l’accent sur la conception centrée sur l’opérateur humain dans le cadre du projet.
Les informations relatives au contexte d’utilisation peuvent être saisies sous de nombreuses formes et
les descriptions du contexte d’utilisation peuvent être formatées de façon à répondre aux besoins de
publics particuliers.
EXEMPLE 1 Les sources d’informations relatives au contexte d’utilisation comprennent:
— la documentation portant sur les entretiens menés avec les utilisateurs;
— la documentation portant sur les observations des utilisateurs dans leur environnement réel;
— des relevés quotidiens complétés par les utilisateurs pour une durée, décrivant leur contexte d’utilisation réel;
— la documentation portant sur les observations émises par les utilisateurs;
— la documentation portant sur l’analyse des performances de l’utilisateur;
— des fichiers vidéo d’utilisateurs individuels, leur permettant de s’observer dans leur environnement réel.
EXEMPLE 2 Les exemples de représentations différentes pouvant être utilisées pour décrire le contexte
d’utilisation (ou des parties du contexte d’utilisation) comprennent:
— des descriptions exhaus
...