ISO 9241-11 Checklist

Use this checklist to systematically evaluate the usability of a product. It is based on the three central criteria of ISO 9241-11: effectiveness, efficiency and satisfaction.

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What is it about?

ISO 9241-11 does not provide a rigid test procedure. It describes a framework for examining whether specific users can achieve specific goals effectively, efficiently and satisfactorily in a specific context of use.

The three criteria at a glance

Effectiveness describes whether users achieve their defined goals correctly and completely.
Efficiency describes the resources required in relation to the results achieved.
Satisfaction describes how users perceive and experience interaction with the product.

The relevant resources depend on the task and context of use. The three criteria should not be considered in isolation: high satisfaction does not necessarily mean that a product can also be used effectively.

checklist: ISO 9241-11 Checklist

Usability and standards · Evaluation & Optimization

version 1.0

1. Prepare the evaluation

The product or system to be evaluated is clearly defined.

The specific object of evaluation is determined.

The functions or processes to be examined are clear.

The evaluation goal is defined.

The decisions supported by the results are determined.

The evaluation is scheduled at an appropriate point in time.

Relevant stakeholders are identified.

2. Define the context of use: Users

The relevant user groups are defined.

Users' knowledge and previous experience are considered.

Relevant skills and competencies are described.

Differences between user groups are considered.

Specific needs or limitations are considered.

The test participants are as representative of the target group as possible.

2. Define the context of use: Goals and tasks

Users' relevant goals are defined.

Relevant usage scenarios are described.

Concrete evaluation tasks are formulated.

The tasks reflect realistic usage situations.

Success criteria are defined for each task.

Critical errors or incorrect actions are identified.

The tasks cover the product's central functions.

2. Define the context of use: Resources and environment

The devices used are defined.

Relevant technical requirements are documented.

The physical usage environment is considered.

Possible distractions or interruptions are considered.

Time pressure or other sources of strain are considered.

Social and organizational conditions are considered.

3. Measure effectiveness: Success criteria

Successful completion is defined for every task.

Partial success is defined for every task where relevant.

Failure is defined for every task.

Critical errors are clearly defined.

Task termination criteria are established.

3. Measure effectiveness: Suitable measures

Task success is measured.

A task success rate can be calculated.

The completeness of goal achievement is considered.

Errors are recorded systematically.

Critical errors are documented separately.

The need for assistance is recorded.

Abandoned tasks are documented.

3. Measure effectiveness: Interpretation

Low success rates are analyzed.

Recurring errors are identified.

Differences between user groups are considered.

Causes of unsuccessful tasks are investigated.

4. Measure efficiency: Time and effort

The completion time of relevant tasks is measured.

Comparison or target values for completion time are defined.

Unnecessary waiting times are considered.

Interruptions are documented.

Repeated interaction steps are recorded.

4. Measure efficiency: Interaction

The number of relevant interaction steps is examined.

Unnecessary navigation is identified.

Repeated entries are considered.

Detours in the interaction process are documented.

Difficulties finding information are recorded.

4. Measure efficiency: Cognitive effort

Complex decision situations are considered.

Unclear or ambiguous information is identified.

High demands on memory or attention are considered.

Unnecessary information processing is identified.

Indications of high cognitive load are documented.

5. Assess satisfaction: Subjective evaluation

Perceived ease of use is recorded.

Satisfaction with task completion is recorded.

Trust in the product or system is considered.

Frustration or uncertainty is recorded.

Positive and negative usage experiences are documented.

5. Assess satisfaction: Measurement instruments

A suitable method for capturing subjective evaluations is selected.

The questions used match the evaluation goal.

The measurement takes place at an appropriate time.

Qualitative feedback can be captured.

Users' open comments are considered.

6. Bring the results together

Effectiveness, efficiency and satisfaction are considered together.

Contradictions between the three criteria are analyzed.

Differences between user groups are considered.

Differences between tasks are considered.

Notable individual observations are investigated.

Quantitative and qualitative results are combined.

The results are interpreted in the defined context of use.

7. Identify usability problems

Each problem is described concretely.

The affected usage scenario is documented.

The affected user group is known.

The cause of the problem has been investigated.

The effects on goal achievement are described.

Effects on effectiveness are considered.

Effects on efficiency are considered.

Effects on satisfaction are considered.

8. Prioritize problems

Problem severity is considered.

Problem frequency is considered.

The number of affected users is considered.

Effects on goal achievement are considered.

Risks caused by incorrect actions are considered.

Effects on central business or product goals are considered.

The effort required to fix the problem is considered.

9. Derive improvements

Improvement measures have been formulated for relevant problems.

The measures address concrete causes.

Responsibilities have been assigned.

Priorities have been defined.

The expected benefit of the measures has been described.

Implementation can be reviewed.

A new evaluation is planned after implementation.

10. Document the results

The object of evaluation is described.

The context of use is documented.

The user groups examined are described.

The tasks and goals are documented.

The success criteria are traceable.

The measures used are documented.

The effectiveness results are presented.

The efficiency results are presented.

The satisfaction results are presented.

Central usability problems are documented.

The interpretation considers the context of use.

Recommendations are justified in a traceable way.

Quick ISO 9241-11 check

Users: Is it clear which people the product is being evaluated for?

Goals: Is it clear which tasks these people should complete successfully?

Context: Is it clear under which conditions usage takes place?

Measurement: Are effectiveness, efficiency and satisfaction recorded systematically?

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Core principle

An ISO 9241-11 evaluation does not simply determine whether a product is “good” or “bad”. The key question is whether specific users can achieve specific goals effectively, efficiently and satisfactorily in a specific context of use.

last modified: 5 September 2026