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STANDARDSIST EN 1332-1:2004/oprA1:2005SIST EN 1332-1:20041DGRPHãþD
SIST EN 1332-1:2009
EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 1332-1July 2009ICS 35.240.15Supersedes EN 1332-1:1999
English VersionIdentification card systems - Human-machine interface - Part 1:Design principles for the user interfaceSystèmes de cartes d'identification - Interface homme-machine - Partie 1: Principes de conception pour l'interfaceutilisateurIdentifikationskartensysteme - Mensch-Maschine-Schnittstelle - Teil 1: Gestaltungsgrundsätze für dieBenutzerschnittstelleThis European Standard was approved by CEN on 20 June 2009.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the CEN Management Centre or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any other language made by translationunder the responsibility of a CEN member into its own language and notified to the CEN Management Centre has the same status as theofficial versions.CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland,France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal,Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre:
Avenue Marnix 17,
B-1000 Brussels© 2009 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 1332-1:2009: ESIST EN 1332-1:2009
EN 1332-1:2009 (E) 2 Contents Page Foreword .3Introduction .41 Scope .52 Normative references .53 Terms, definitions and abbreviations .53.1 Definitions .53.2 Abbreviations .64 Approach to user interface design .75 Goals of the user interface .76 Principles for user interface design.96.1 General .96.2 Suitable for the task .96.3 Self descriptive .96.4 Consistent .96.5 Conforms with user expectations/stereotypes .96.6 Controllable (user in control) . 106.7 Error tolerant/forgiving . 106.8 Individual adaptation . 106.9 Privacy and confidentiality at the user interface . 106.10 Simple and easy to use . 106.11 Iterative/user centred design . 106.12 Easily perceptible information . 106.13 Suitability for learning . 117 User interface design guidelines . 117.1 User instructions . 117.2 Single handed operation . 117.3 Feedback . 117.4 Feed forward . 117.5 Timing of operations . 117.6 Error messages . 117.7 Cancellation of operation . 117.8 Provision of charges . 127.9 Receipts . 127.10 Access to information stored on the card . 127.11 Card capture . 127.12 Leaving the system. 137.13 Functions to be represented by symbols . 138 Testing for conformance with this standard . 15Annex A (informative)
Symbols in the form of icons on screens and/or pictograms . 16Bibliography . 27 SIST EN 1332-1:2009
EN 1332-1:2009 (E) 3 Foreword This document (EN 1332-1:2009) has been prepared by Technical Committee CEN/TC 224 “Personal identification, electronic signature and cards and their related systems and operations”, the secretariat of which is held by AFNOR. This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by January 2010, and conflicting national standards shall be withdrawn at the latest by January 2010. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights. This document supersedes EN 1332-1:1999. This European Standard is one of a series of standards, under the general title "Identification card systems – Human-machine interface" and the different parts are the following: Part 1: Design principles for the user interface Part 2: Dimensions and location of a tactile identifier for ID-1 cards Part 3: Keypads Part 4: Coding of user requirements for people with special needs Part 5: Raised tactile symbols for differenciation of application on ID-1 cards. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. SIST EN 1332-1:2009
EN 1332-1:2009 (E) 4 Introduction Machine readable cards facilitate the provision of a growing variety of services across Europe. The purpose of this standard is to increase the accessibility of these services for the benefit of all users of the system. This will be achieved by facilitating the inter-sector and cross-border interoperability of machine-readable cards and to do so with the maximum possible degree of user-friendliness. EN 1332 addresses the needs of all users, including elderly, people with disabilities, first time users, minors, those not conversant with the local language and/or culture. EN 1332 specifies: a) the design principles for the user interface (including symbols) to be incorporated into design of card-operated equipment, but not the machine operations associated with the selection and delivery of goods or services; b) a tactile identifier to be incorporated into the design of machine-readable cards; c) a standard layout for the keypads of card-operated equipment; d) coding of user requirements for people with special needs; e) tactile markings for differentiating cards by application. The contents of EN 1332 are generically based, not sector specific, and cover card-operated devices. It is recognised that the equipment may also be operated by other means, such as the insertion of notes and coins, but the scope of this standard has been, as indicated, narrowly defined. Issues relating to such consumer concerns at the human-machine interface as PIN presentation are not dealt with in EN 1332. The EN 1332 standard series has been completed with CEN/TS 15291, Identification card system – Guidance on design for accessible card-activated devices. This technical specification provides guidance for the design and location of card-activated devices and the immediate environment to facilitate access for the users. SIST EN 1332-1:2009
EN 1332-1:2009 (E) 5 1 Scope The purpose of this European Standard is to ensure that card-operated devices are accessible and usable by standardising significant components of the user interface. This European Standard describes principles and guidelines so that people with the widest range of capabilities can use card-based services in any sector. This includes, but is not limited to, purchase of goods and services, leisure, distribution, identification, banking, telecommunications, mass transport, parking, access control. It also provides recommendations for the operational procedures to be followed when users interact with a card-operated device: in order to enter a system; whilst using a system;
leaving a system. In particular, this European Standard will: aid the user's interaction with the system through a consistent user interface when entering, using and leaving card-operated devices; promote user confidence in card-based systems in general; promote efficient use, security and privacy of card-based systems; reduce the occurrence and consequences of error when the user enters, uses or leaves the system; enable people with different levels of ability and comprehension (e.g. minors, elderly, visually impaired, foreign language, motor impaired, hearing, etc) and different levels of experience (e.g. first-time users) to use card-based systems; improve the learnability of new card-based systems through consistency. 2 Normative references The following referenced documents are indispensable for the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. EN 1332-4, Identification card systems – Man-machine interface – Part 4: Coding of user requirements for people with special needs 3 Terms, definitions and abbreviations 3.1 Terms and definitions For the purposes of this standard, the following terms and definitions apply: 3.1.1 automated teller machine
ATM customer operated device that dispenses and/or accepts cash and/or other services SIST EN 1332-1:2009
EN 1332-1:2009 (E) 6 3.1.2 card-operated device device operated by a card which is designed to offer some service or goods 3.1.3 cardholder verification method
CVM method of automatically identifying the cardholder e.g. Personal Identification Number, finger print, voice print 3.1.4 dialogue interaction between a user and a system to achieve a particular goal
[EN ISO 9241-10:1996] 3.1.5 feedback system output which a user recognises as a reaction of the system to the user's input 3.1.6 inter-sector use use in more than one sector and thus not restricted by particular requirements defined in a sector standard
3.1.7 legibility visual properties of a character or symbol that determine the ease with which it can be measured
[EN 29241-3:1993] 3.1.8 machine readable card card incorporating a technology such as magnetic stripe, integrated circuit etc, that may be read by a machine 3.1.9 navigate (to) to progress through a transaction using navigation aids such as Page Up, Page Down, Next Page, Return to Menu, etc. 3.1.10 Personal Identification Number PIN code or password the customer possesses for verification of identity
[EN 29564-1:1993] 3.1.11 symbol either pictogram or icon 3.2 Abbreviations For the purposes of this standard, the following abbreviations apply: ATM automated teller machine CVM cardholder verification method PIN personal identification number SIST EN 1332-1:2009
EN 1332-1:2009 (E) 7 4 Approach to user interface design The approach to user interface design is divided into four main components – Goals, Principles, Guidelines and Conformance Testing (which is a separate standard). These components correspond to Sections 5, 6, 7 and 8 respectively. Figure 1 illustrates the relationship between these components. The contents of the Conformance Testing are derived from the user interface Guidelines, which are in turn driven by the Principles and Goals.
Figure 1 — Relationship between Goals, Principles, Guidelines and Conformance Testing Note that there is not a 1:1 mapping between Goals and Principles, and Principles and Guidelines. For example, the principle “Consistency” can support most of the Goals. Several Principles can support the same Goal. There can also be a conflict between some Principles – e.g. flexibility versus stability and ease of use. 5 Goals of the user interface The card-based system’s user interface should be designed so that it is: − Easy to learn: Ensure that users can be quickly acquainted with the system in order to be able to use it from initial contact. − Easy to use: The system shall be transparent and therefore easy to explore and efficient to use. − Easy to remember: The use of the interface shall be easy to remember such that the user is able to return to the system after a period of not using it, without having to re-learn its interface. − Error tolerant: The system shall minimise the potential for errors being made, while reducing the severity of errors if they do occur. Fatal errors shall not be possible.
− Effective: The system shall ensure that the desired result can be achieved with a minimum of effort, and that the user never questions the purpose of any part of the user interface. − Satisfying to use: Satisfaction measures the extent to which users are free from discomfort, and their attitudes towards the use of the card operated device. SIST EN 1332-1:2009
EN 1332-1:2009 (E) 8 Goals for the design of a card-based system can be illustrated using the model shown in Figure 2. The model shows the interaction between a human and the machine being used. The process is described below:
Figure 2 — A simple model for human-machine interaction 1) The user perceives information via one or more of the machine’s output devices. For example, the user hears an audible tone representing progress in the transaction. 2) The cognition box represents the user’s interpretation of the perceived information. E.g. the user interprets the sound as positive feedback and relates the sound to previous experience – meaning wait. 3) The cognition box is followed by an action, which is detected by one of the machine’s input devices. E.g. the user selects a different touch screen button. This input is then processed by the machine and a new output is created. The model includes the environment as this affects how both the user and machine perform. For example, ambient noise may influence the user’s ability to detect audible outputs, and rain may prevent a touch screen correctly detecting user input. The design of the machine’s output devices shall correspond to the user’s capabilities and limitations. For example, any audible feedback on a product designed for use by the aged must have the correct audio characteristics for it to be heard by someone with reduced hearing ability. Likewise, the input devices must also be appropriately selected. E.g. a user with reduced motor skills must not be made to use a device like a mouse; a touch screen is probably better. The user’s cognition box relates to the machine’s processing box; the user’s mental model of how the machine reacts to inputs depends on both the machine’s actual behaviour and the user’s expectations.
The user interface shall therefore aim to present the machine’s behaviour as being simple and understandable, as well as congruent with the user’s expectations. SIST EN 1332-1:2009
EN 1332-1:2009 (E) 9 6 Principles for user interface design 6.1 General The principles below (6.2 - 6.13) have been identified to be important for the design of user interfaces that are accessible to all users. The principles should be applied taking into account user characteristics such as: − Attention span; − Limits of short-term memory; − Sensory abilities (e.g. visually impaired); − Learning; − Experience; − The users' mental model of how the system works. It is important to see all the principles listed below in relation to each other as they are closely interlinked. Adopting just one or two of the principles will not ensure good user interface design. Implementing the principles must also take into account possible conflicts, such as between security and ease of use. For example, providing speech output can improve ease of use, but it may create problems with regards to security, and may result in a different dialogue. 6.2 Suitable for the task A user interface is suitable for a task to the extent that it supports the use
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