GB/T 18978.210-2024 人-系统交互工效学 第210部分：以人为中心的交互系统设计

ICS13.180

CCSA25

中华人民共和国国家标准

GB/T18978.210—2024/ISO9241⁃210:2019

代替GB/T18976—2003

人⁃系统交互工效学

第210部分：以人为中心的交互系统

设计

Ergonomicsofhuman⁃systeminteraction—Part210：Human⁃centreddesign

forinteractivesystems

（ISO9241⁃210：2019，IDT）

2024⁃08⁃23发布2025⁃03⁃01实施

国家市场监督管理总局

发布

国家标准化管理委员会

GB/T18978.210—2024/ISO9241⁃210:2019

目次

前言··························································································································Ⅲ

引言··························································································································Ⅴ

1范围·······················································································································1

2规范性引用文件········································································································1

3术语和定义··············································································································1

4采用以人为中心设计的理论基础···················································································4

5以人为中心的设计原则·······························································································5

5.1概述·················································································································5

5.2设计需基于对用户、任务和环境的清晰认知································································5

5.3用户全程参与设计和开发······················································································5

5.4通过以用户为中心的评估来驱动和改进设计······························································6

5.5设计过程需迭代··································································································6

5.6设计需解决全流程的用户体验················································································6

5.7设计团队具有多学科技能和视角·············································································7

6规划以人为中心的设计·······························································································7

6.1通则·················································································································7

6.2职责·················································································································7

6.3规划内容···········································································································8

6.4与项目规划的融合·······························································································8

6.5时间和资源········································································································8

7以人为中心的设计活动·······························································································8

7.1概述·················································································································8

7.2理解并明确使用情境···························································································10

7.2.1概述··········································································································10

7.2.2使用情境描述······························································································10

7.2.3足够的细节来支持设计··················································································10

7.2.4为设计明确的使用情境··················································································10

7.3明确用户需求····································································································11

7.3.1通则··········································································································11

7.3.2识别用户和其他利益相关方的需要···································································11

7.3.3提取用户需求······························································································11

7.3.4解决用户需求之间的权衡···············································································11

Ⅰ

GB/T18978.210—2024/ISO9241⁃210:2019

7.3.5确保用户需求规范的质量···············································································11

7.4提出设计方案····································································································11

7.4.1通则··········································································································11

7.4.2在综合考虑用户体验的情况下设计用户任务、用户⁃系统交互和用户界面以满足用户

需求··········································································································12

7.4.3具象化设计方案···························································································13

7.4.4基于以用户为中心的评估和反馈修改设计方案····················································13

7.4.5将设计方案移交给负责实施的人员···································································13

7.5评估设计··········································································································13

7.5.1通则··········································································································13

7.5.2执行以用户为中心的评估···············································································14

7.5.3以用户为中心的评估方法···············································································14

7.5.4基于用户的测试···························································································14

7.5.5基于检查的评估···························································································15

7.5.6长期监测····································································································15

8可持续性与以人为中心设计·······················································································15

9符合性··················································································································16

附录A（资料性）ISO9241系列概述···············································································17

附录B（资料性）评估适用性与符合性的过程示例······························································18

B.1概述···············································································································18

B.2如何使用该清单································································································18

B.3复制清单·········································································································18

参考文献····················································································································24

Ⅱ

GB/T18978.210—2024/ISO9241⁃210:2019

前言

本文件按照GB/T1.1—2020《标准化工作导则第1部分：标准化文件的结构和起草规则》的规

定起草。

本文件是GB/T18978的第210部分。GB/T18978已经发布了以下部分：

——使用视觉显示终端（VDTs）办公的人类工效学要求第1部分：概述；

——使用视觉显示终端（VDTs）办公的人类工效学要求第2部分：任务要求指南；

——使用视觉显示终端（VDTs）办公的人类工效学要求第10部分：对话原则；

——使用视觉显示终端（VDTs）办公的人类工效学要求第12部分：信息呈现；

——使用视觉显示终端（VDTs）办公的人类工效学要求第13部分：用户指南；

——使用视觉显示终端（VDTs）办公的人类工效学要求第16部分：直接操作对话；

——人⁃系统交互工效学第11部分：可用性：定义和概念；

——人⁃系统交互工效学第143部分：表单；

——人⁃系统交互工效学第151部分：互联网用户界面指南；

——人⁃系统交互工效学第210部分：以人为中心的交互系统设计；

——人⁃系统交互工效学第300部分：电子视觉显示要求概述；

——人⁃系统交互工效学第304部分：电子视觉显示器的用户绩效测试方法；

——人⁃系统交互工效学第307部分：电子视觉显示器的分析和符合性试验方法；

——人⁃系统交互工效学第400部分：物理输入设备的原则和要求。

本文件代替GB/T18976—2003《以人为中心的交互系统设计过程》，与GB/T18976—2003相比，

除结构和编辑性改动，主要技术变化如下：

——更改了以人为中心的设计原则（见第5章，2003年版的第5章）；

——更改了迭代在整个设计过程中的作用（而不仅仅是评估）（见5.5，2003年版的5.4）；

——增加了以人为中心的方法可在系统的整个生命周期中使用（见6.1、6.5）；

——更改了设计活动（见第7章，2003年版的第7章）；

——更改了图1（见7.1，2003年版的7.1），便于分类；

——增加了无障碍的相关内容（见7.1）。

本文件等同采用ISO9241⁃210：2019《人⁃系统交互工效学第210部分：以人为中心的交互系统

设计》。

请注意本文件的某些内容可能涉及专利。本文件的发布机构不承担识别专利的责任。

本文件由全国人类工效学标准化技术委员会（SAC/TC7）提出并归口。

本文件起草单位：中国标准化研究院、美的集团股份有限公司、山东贤思齐智能科技有限公司、郑

州大学、厦门业盛电气有限公司、安吉伟誉家具有限公司、大连海事大学、上海飞机设计研究院、北京联

合大学、广东中泰家具集团有限公司、中标能效科技（北京）有限公司、北京航空航天大学、海信空调有

限公司、首都经济贸易大学、青岛海尔智能技术研发有限公司、宁波方太厨具有限公司、杭州老板电器

股份有限公司、内蒙古电投能源股份有限公司、国家电投集团科学技术研究院有限公司、工业和信息化

部电子第五研究所、北京津发科技股份有限公司、李宁（中国）体育用品有限公司、南京我乐家居股份有

限公司、国投中标质量基础设施研究院有限公司、美的集团（上海）有限公司、中标能效科技（青岛）有限

公司。

本文件主要起草人：呼慧敏、刘正捷、李银霞、章哲、牛文磊、饶啸、冉令华、陈林、张欣、董大勇、

Ⅲ

GB/T18978.210—2024/ISO9241⁃210:2019

赵朝义、王瑞、葛猛、叶钦赐、杜汇、杨爱萍、王洁、杜俊敏、杨帆、罗玲、王中婷、吴海媚、王文丽、程伟香、

别清峰、于彩灵、俞贵涛、钟素萍、徐长友、郭苏煜、沈峰、陈纲、朱亮标、赵起超、汪春俊、韦波、宋云娜、

吴石、刘廷、陈剑、张悦、刘义玮、冯才云、温燕斌、陈凯、张超然、邵金鹏、周冬冬、初军鹏、田浩、褚立庆、

孙少山、包建军、张秋霞、李宏瑞、董炜茜。

本文件及其所代替文件的历次版本发布情况为：

——2003年首次发布为GB/T18976—2003；

——本次为第一次修订。

Ⅳ

GB/T18978.210—2024/ISO9241⁃210:2019

引言

GB/T18978人类工效学系列国家标准与ISO9241系列国际标准相对应，最初由17个部分组成，

该系列标准给出了使用视觉显示终端办公的人类工效学要求。在国际标准复审时，ISO9241系列国际

标准进行了重大调整，扩大了范围，纳入了其他相关标准，使其更方便使用。ISO9241的总标题“人⁃系

统交互工效学”反映了调整后的变化，ISO9241与ISO/TC159/SC4分技术委员会的总标题和范围保

持一致。调整后多部分标准所组成的系列标准以“百”来编号，其中100系列是软件界面，200系列是

以人为中心的设计，300系列涉及视觉显示器，400系列涉及物理输入设备等。其他没有纳入“百”系列

的ISO9241系列标准，仍然沿用旧的编号，如等同采标ISO9241⁃11：2018的国家标准，编号仍采用

GB/T18978.11。

与ISO9241系列标准相对应，GB/T18978“百”系列标准拟由以下系列组成。

——100系列：软件工效学。目的在于确定与软件工效学相关的过程和方法。

——200系列：以人为中心的设计。目的在于为交互系统整个生命周期中以人为本的设计原则和

活动提供要求和建议。

——300系列：显示器和显示器相关硬件。目的在于给出用于视觉显示器工效学设计和评估的方

法、符合性措施和准则。

——400系列：物理输入设备。目的在于提供输入、输出设备的工效学设计准则、选择规程、测试

和评估方法。

——500系列：工作空间。目的在于给出交互系统空间环境设计的工效学原理和方法。

——600系列：环境工效学。目的在于给出环境工效学要求以及环境对人的影响。

——700系列：控制室。目的在于为控制室内场所的工效学设计和评估提供要求、建议和指导。

——900系列：触觉和触感交互。目的在于为触觉和触感工效学交互设计和评估提供指导。

以人为中心设计是交互系统开发的一种方法，旨在通过关注用户的需要和需求，应用人因学/人类

工效学以及可用性的知识和方法，使系统可用并有用。这种方法提高了有效性和效率，改善了人的福

祉、用户满意度、无障碍和可持续性，并减少了使用中对人的健康、安全和绩效可能产生的负面影响。

关于如何有效地组织和应用以人为中心设计，有大量的人因学/人类工效学和可用性知识。本文

件旨在提供这些信息，帮助负责管理硬件和软件设计以及升级流程的人员确认和规划及时有效的以人

为中心设计活动。

本文件所描述的以人为中心的设计方法是对现有系统设计方法的补充。它能结合到各种各样的

方法中，比如面向对象、瀑布式和快速应用程序开发中。

ISO13407自制定并经过十年的应用验证以来，以人为中心的设计原则和相关活动并没有实质性

的改变。本文件通过提出需求和建议反映了这一点。

Ⅴ

GB/T18978.210—2024/ISO9241⁃210:2019

人⁃系统交互工效学

第210部分：以人为中心的交互系统

设计

1范围

本文件通过基于计算机交互系统的全生命周期设计，提供了以人为中心的设计原则和活动的需求

和建议。本文件主要为那些管理设计过程的人所使用，主要关注可提高交互系统硬件和软件组件的

人⁃系统交互性的方法。

注：基于计算机的交互系统在规模和复杂性方面各不相同。例如：成品（收缩薄膜包装的）软件产品、海关办公系

统、过程控制系统、自动化银行系统、网站和应用程序，以及自动售货机、移动电话和数字电视等消费产品。本

文件中，这些系统统称为产品、系统或服务，但为方便起见，有时仅用其中一个术语。

本文件概述了以人为中心的设计活动。既没有详细介绍以人为中心设计所需要的方法和技术，也

未详细阐述相关的健康和安全问题。虽然本文件涉及以人为中心设计的规划和管理，但并不包含项目

管理的所有方面。

由于本文件主要是为负责规划和管理交互系统设计开发项目的人员所使用，因此，本文件仅以必

要的深度讨论人因与工效学技术问题，以便这些人能够了解其在整个设计过程中的相关性和重要性。

本文件还为参与以人为中心设计的人因学和可用性专业人员提供了一个框架。ISO9241的其他部分

（见附录A）以及ISO6385等许多国际标准对人因学/人类工效学、可用性以及无障碍等问题作了更详

细的介绍，阐述了人类工效学的基本原理。

本文件给出的需求和建议对以人为中心的设计和开发的所有参与方均有帮助，附录B给出了一个

可用于声明符合本文件的评估清单。

2规范性引用文件

本文件没有规范性引用文件。

3术语和定义

下列术语和定义适用于本文件。

3.1

无障碍accessibility

具有最广泛的需求、特征和能力的用户群体，在特定使用情境下使用产品、系统、服务、环境和设施

实现特定目标的程度。

注：使用情境包括直接使用或在辅助技术支持下使用。

［来源：ISO9241⁃112：2017，3.15］

3.2

使用情境contextofuse

用户、目标、任务、资源和环境的组合。

注：使用情境中的“环境”包括技术、物理、社会、文化和组织环境。

1