Standards Development

Scope

This document provides general requirements and recommendations based on ergonomic principles to improve the quality of services in situations where service providers and users interact. The purpose of this document is to improve service quality for service users by applying ergonomic principles. Therefore, this document specifies considerations for all users in service provision.

This document is not limited to specific service types and applies to a wide range of services; details of the services covered are given in Annex C.

This document is intended for use by the following types of target groups:

1. Groups that provide services directly

— Service providers who provide services directly to users

2. Groups that plan and manage the services

— Those who are responsible for planning, managing and operationalising service provision.

— Those who procure services

— Those who plan and create services

3. Groups that evaluate services

— Those who evaluate services by conducting research on and identifying user needs and behaviours

NOTE 1 Service providers may be governments, enterprises or individuals and may be for-profit or not-for-profit.

NOTE 2 This document does not specify the requirements and recommendations for the organizational management practices of service provision, nor does it address ergonomic aspects related to employees. For organizational ergonomic principles, see ISO 27500 series on human-centered organization.