The document discusses various international standards for usability and human-centered design, including ISO 9241. It provides an overview of parts of ISO 9241 that relate to visual display requirements, usability guidance, dialogue principles, information presentation, and human-centered design processes. The document also discusses how to conduct a heuristic evaluation to identify usability issues. Examples of usability heuristics that could be used include visibility of system status, user control and freedom, error prevention, and flexibility of use.

1. World Usability Day 2016
The Usability of Everyday Things
Rosa Quiroga
Senior User Experience Specialist

2. We use objects every day to help with a task, an activity or an action. Some of these items are designed with the following purposes:
Overview
1 Improve our quality of life (e.g. doors, fridges)
However with many of these things, rather than making a task easy, reducing time and cost, many users experience frustration and dissatisfaction. Most of
these objects are designed without following usability principles, standards and a UCD methodology.
During the presentation, real examples of things that are not usable and user stories will be discussed; we will also conduct a heuristic evaluation on some of these
objects.
2 Enforce process (e.g. traffic lights, recycle bins)
3 Reduce cost overheads (e.g. parking machines,
automated teller machines, self-checkout machines).

3. The International Organisation for Standardization (ISO) provides the following definition: “A standard is a document that provides requirements, specifications,
guidelines or characteristics that can be used consistently to ensure that materials, products, processes and services are fit for their purpose”.
International Standards
What is a standard?
o For designers, They stop us from designing based merely on personal opinion or experiences.
Benefits of International standards
“International Standards are the backbone of our society, ensuring the safety and quality of products and services, facilitating international trade and improving
the environment in which we live in”.
o For Consumers, ensure that products and services are safe, reliable and of good quality.
o For business, they are strategic tools that reduce costs by minimizing waste and errors, and increasing productivity (Cut costs, through improved systems and
processes):
o Helps reassure consumers that products, systems and organisations are safe, reliable and good for the environment.(Increase customer satisfaction)
o Help companies to access new markets, through ensuring the compatibility of products and services
o Reduce their impact on the environment.
See video ISO benefits for business and governments
“Standards and best practices are tools that UX designers rely on, to help us focus our work and ensure we design for the end-user, and not just for ourselves” (Ux
Booth article - Designing With Human Centered Usability Standards - Written by Danny and Patricia Franzreb)

4. The International Organization for Standardization (ISO) developed a set of common standards, called ISO 9241, which cover the Ergonomics of Human System
Interaction. These standards have been developed by industry leaders through validated research, and are intended to help designers use the best methods to
generate findings we can rely on.
Usability and Human-Centred Design Standards
ISO 9241
Classification
They do not tell UX designers how to design, but they do provide valuable direction.
ISO 9241 consists of 17 parts under the general title Ergonomic requirements for office work with visual display terminals (VDTs) such as: Part 3 Visual display
requirements, Part 11 Guidance on usability, Part 12 Presentation of information etc.
ISO 9421 also consists of 20 parts under the general title Ergonomics of human–system interaction such as: Part 20 Accessibility guidelines for Information/
communication technology (ICT equipment and services), Part 110 Dialogue principles, Part 210 Human-centred design for interactives systems.

5. ISO 9241-11:1998 Guidance on usability
Usability and Human-Centred Design Standards
Part 11: Guidance on Usability focuses on usability. The standard,
titled “Guidance on Usability,” defines usability as:
“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.”
o Effectiveness: accuracy and completeness with which users
achieve specified goals
o Efficiency: resources expended in relation to the accuracy and
completeness with which users achieve goals
o Satisfaction: freedom from discomfort and positive attitudes
towards the use of the product
o Context of use :Users, tasks, equipment (hardware, software
and materials), and the physical and social environments in
which a product is used.
User
Task
Equipment
Environment
Context of use
Product
Goals
Effectiveness
Efficiency
Satisfaction
Usability measures
Extent to which goals are
achieved with effectiveness,
efficiency and satisfaction
Intended
objectives
Outcome of
interaction
Source: Adapted from DIN EN ISO 9241-11, 1998, p. 6.

6. ISO 9241-110:2006 Dialogue principles
Usability and Human-Centred Design Standards
ISO 9241-110:2006 Ergonomics of human-system interaction - Part 110: Dialogue principles describes seven principles for the design and evaluation of an
interface between a user and system.
o Suitability for the task: minimisation of unnecessary steps not required as part of the task.
o Suitability for learning: minimize the learning time required for the user
o Suitability for individualization: the dialogue should be able to be customised to suit the user
o Conformity with user expectations: consistency, adaptation to the user model and skills.
o Self-descriptiveness: the dialogue should make it clear what the user should do next
o Controllability: the user should be able to control the pace and sequence of the interaction
o Error tolerance: allow the user to recover from errors
ISO 9241 defines “Dialogue” as the interaction between a user and an interactive system as a sequence of user actions (inputs) and system responses
(outputs) in order to achieve a goal
I made a mistake…
Esc…doesn’t work.
No, I don’t want to
buy it …Help!

7. ISO 9241-12:1998 - Presentation of information
Usability and Human-Centred Design Standards
ISO 9241-12:1998 Ergonomic requirements for office work with visual display terminals (VDTs) — Part 12: Presentation of information, This part contains specific
recommendations for presenting and representing information on visual displays. The recommendations are provided in three main areas: organisation of
information; graphical objects; and coding techniques.
These recommendations can be utilised throughout the design process (for example as guidance for designers during design, as a basis for heuristic
evaluation, as guidance for usability testing).
The recommendations are based on seven guiding principles:
o Clarity: information should be conveyed quickly and accurately
o Discriminability: it should be possible to distinguish information accurately
o Conciseness: provide only the information necessary to complete the task
o Consistency: present the same information in the same way throughout the
application
o Detectability: direct the user’s attention to the information required
o Legibility: information should be easy to read
o Comprehensibility: the meaning should be easily understandable
I guess, I need
to click on this
icon to get help
with my
network…

8. ISO 9241-210:2010 - Human-centred design for interactive systems
Usability and Human-Centred Design Standards
ISO 9241-210:2010 Ergonomics of human-system interaction — Part 210: Human-centred design for interactive systems, this part provides requirements and
recommendations for human-centred design principles and activities throughout the life cycle of computer-based interactive systems. It is intended to be used by
those managing design processes.
“Human-centred design is an approach to interactive systems development that aims to make systems usable and useful by focusing on the users, their
needs and requirements, and by applying human factors/ergonomics, and usability knowledge and techniques. This approach enhances effectiveness and
efficiency, improves human well-being, user satisfaction, accessibility and sustainability; and counteracts possible adverse effects of use on human health,
safety and performance”.

9. ISO 9241-210:2010 - Human-centred design for interactive systems
Usability and Human-Centred Design Standards
Human-centered design process for interactive systems. Adapted from DIN EN ISO 9241-210
The human-centered design process described in Part 210 supports an iterative user-
oriented approach, made up of the following phases:
•Phase 1: Understand and specify the context of use
•Phase 2: Specify the usage requirements
•Phase 3: Develop design solution that meets usage requirements
•Phase 4: Evaluate design solution against usage requirements
Source: Designing With Human Centered Usability Standards, Written by Danny and Patricia Franzreb Author

10. Usability and Human-Centred Design Standards
Part 12 help us to separate out UX from usability
ISO 9241-210:2010 - Human-centred design for interactive systems
Source: Designing With Human Centered Usability Standards, Written by Danny and Patricia Franzreb Author

11. “Heuristic evaluation involves having a small set of evaluators examine the interface and judge its compliance with recognized usability principles (the “heuristics”).”
— Jakob Nielsen
Heuristic Evaluation
o It’s relatively fast and easy, It gives a quick
overview of the website usability and highlights
the main issues that may be hurting the UX.
o Heuristic evaluation is efficient in terms of the
value. It is more affordable than some other UX
research methods
o Since heuristic evaluation doesn’t involve user
testing and user behaviour analysis, it lacks
“proof” and may sometimes feel rather
subjective.
1 Advantages and Disadvantages
1. Define the scope : determinate the areas and
task that need to be evaluated.
2. Know the users: have an understanding of the
target audience, you need to adopt the same point
of view and goals of the user
3. Decide on the set of usability heuristics
4. Evaluate the experience and identify usability
issues
5. Analyse and present the results
2 How to conduct a Heuristic Evaluation
o Visibility of system status.
o Match between system and the real world.
o User control and freedom.
o Consistency and standards.
o Error prevention.
o Recognition rather than recall. Never rely
on user’s memory.
o Flexibility and efficiency of use.
o Aesthetic and minimalist design.
o Help users recognize, diagnose, and
recover from errors. Help and
documentation. Make sure to have all
important information and FAQ in place.
3 Usability Heuristics

12. A real user journey using a parking machine
http://sho.co/1819G

13. Assistant
Uhmm… Ok..
Can I have your car
plate number?
James, why is
he asking me
for my car
plate?
Assistant
How Can I help
you?
James explains
the situation
Assistant (in bad
tone)
Why didn’t you
press the help
button at the
station machine
James, I told
you.. I though it
was closed… I
tried to pay!
Assistant
Do you have
accredit card? I
cannot leave you
to leave without
paying
Sorry, I do not
have a credit card
on me, but I have
cash
Finally, Assistant Open Gate!

14. Which standards were not included in the parking system?
o Effectiveness: Costumer could not pay
o Efficiency: Customer took too many steps and time to complete the task. The parking company had a high cost per customer by using
extra resources and lost an income.
o Satisfaction: The customer has a very bad experience, therefore their satisfaction levels was very low and may avoid to use their services in
the future
o Context of use :It was not taking in consideration the possible tasks and possible scenarios.
Usability Measures
ISO 9241-110:2006 Dialogue principles
o Suitability for individualization: The parking at the boom gate did not have the option for cash
o Conformity with user expectations: User expected parking was free after hours as others car parking places
o Self-descriptiveness: The message was unclear.
o Error tolerance: The user did not know that was other car parking station. The dialogue did not display this option

15. Let’s have an informal Usability Testing
You are at the office and it’s almost 12:00 pm. You want to heat your food before the kitchen gets busy.
You think one minute will be enough to heat your food.

16. You are just about to pay some items that you bought at the chemist. You would like to pay by tapping
your debit/credit card
Let’s have an informal Usability Testing

17. Heuristics of self-checkout machines
Rosa went to Coles to do her grocery shopping. She wanted to withdraw cash in $20 notes as she is going out for dinner with friends , so it will easier having $20
notes when splitting the bill.
It’s good. It provides me with different options and I can
customise my payment. The labels are self-descriptive
I’m not sure if I have to tap or insert my card to get
cash-out. I remember once I tap… and the self-
checkout took my payment and purchase finished. I
did not have the option to get cash-out… Ok, I
guess I have to insert my card?
Ok, I do have to insert card to get cash-
out.
It does not give me the option to select other amount.
They all fix amounts… I’m not sure if the plus sign before
the amount means that I can add more money …Oh I see
the summary above.. It’s the due amount plus the extra
money that I need. Ok, I cannot withdraw the full
amount in $20 notes

18. An example of a design from the user perspective, but what was missing in
the design process ?
https://www.youtube.com/watch?v=Pw9gaEiQAxY

19. Conclusion
“Design is concerned with how things work, how they are controlled, and the nature of the interaction
between people and technology. When done well, the results are brilliant, pleasurable products. When
done badly, the products are unusable, leading to great frustration and irritation. Or they might be
usable, but force us to behave the way the product wishes rather than as we wish”.
Don Norman, The design of everyday things

20. Questions and Comments
Rosa Quiroga - Senior User Experience Specialist
Email: rosa.quiroga@ssc.gov.au
https://au.linkedin.com/in/rosa-quiroga-58437a98
Canberra User Experience Meetup Manager
http://www.meetup.com/en-AU/Canberra-User-Experience-Meetup/
LinkedIn