ISO 9241-221:2023

Overview

ISO 9241-221:2023 - Ergonomics of human‑system interaction - Part 221: Human‑centred design process assessment model - specifies a process reference model (PRM) and a process assessment model (PAM) for evaluating and improving human‑centred design (HCD) processes. Aligned with ISO 9241-220, and built on the ISO/IEC 33020 process measurement framework and ISO/IEC 33004 requirements, this standard provides indicators and assessment criteria to determine an organization’s capability to perform HCD for computer‑based interactive systems. It focuses on HCD process maturity rather than wider system or software lifecycle models.

Key Topics and Requirements

• Process Reference Model (PRM) for HCD based on ISO 9241-220, clarifying process groups and expected outcomes.
• Process Assessment Model (PAM) derived from ISO/IEC 33020 with indicators to interpret PRM intent and support post‑assessment process improvement.
• Process capability levels (0–5) and associated process attributes, enabling maturity and capability determination:
  • Level 0 (Incomplete) to Level 5 (Innovating).
  • Attributes include process performance, performance management, documented information, process definition, process deployment, process assurance, quantitative analysis/control, and process innovation.
• Process performance indicators (PPIs) and capability indicators to support objective assessments.
• Focus areas organized into HCP process groups (examples in the standard):
  • Ensuring enterprise focus on human‑centred quality,
  • Enabling HCD across projects and systems,
  • Executing HCD within projects (planning, context of use, user requirements, design, evaluation),
  • Managing introduction, operation, upgrades and end‑of‑life of systems.
• Applicable primarily to computer‑based interactive systems; applicable aspects can be used for simple or non‑computer interactive systems.

Applications and Who Should Use It

ISO 9241-221 is intended for organizations and professionals who need to assess, institutionalize, or improve human‑centred design practices:

• UX/HCD managers and quality managers
• Internal and external assessors and process auditors
• Product and systems procurement teams who require HCD capability evidence from suppliers
• Small, medium and large enterprises aiming to mature UX/process capability Practical uses include capability assessments, benchmarking HCD maturity, guiding process improvement programs, and integrating HCD requirements into procurement and organizational strategy.

Related Standards

• ISO 9241-220:2019 – Processes for enabling, executing and assessing HCD
• ISO/IEC 33020 and ISO/IEC 33004 – Process assessment frameworks and requirements
• Lifecycle and software standards that can complement ISO 9241-221 when needed: ISO/IEC/IEEE 15288, ISO/IEC/IEEE 12207, ISO/TS 18152

Keywords: ISO 9241-221, human-centred design, HCD, process assessment model, PAM, process reference model, ISO 9241-220, process capability, UX maturity, ergonomics.