Quality in Use -Issues and proposal- Shin’ichi fukuzumi Noriko Wada Nowky Hirasawa RIKEN Meditrina, Otaru University of Commerce Center for Advanced Intelligence Project Yamanashi, Japan Otaru, Japan Tokyo, Japan nwada0925@gmail.com hirasawa@ouc-ux.org Shin-ichi.fukuzumi@riken.jp Abstract—In ISO/IEC 25010, Quality in Use is mainly focused elements of “Quality in Use”[2]. Figure 1 shows the Quality to the use of operators who interact with product and system in Use model defined in ISO/IEC 25010. directly. However, as workstyle using ICT (Information Communication Technology) has been changed, object of quality in use are also changed to not only direct users with simple direct interaction but also many stakeholders and society which are influence on indirectly by someone use the product, system and service. This paper proposes a Quality in Use model which corresponds to stakeholder needs. As for stakeholder, we classified four groups, that is -Operator of system and/or software, -Organization which has responsibility for system Figure 1. Quality in Use model defined in ISO/IEC 25010 [2] and/or software management, -Customer using system and/or software, -Society which exists system and/or software. As for In this figure, three quality characteristics (effectiveness, stakeholder needs, we prepare “usefulness”, “managerial efficiency, satisfaction) are same as usability elements defined stability”, dependability” and “Acceptability”. To show the in ergonomics standard ISO 9241-11: 2018[3]. About relationship among them, we proposed a new Quality in Use freedom from risk and context coverage, though influence on model. (Abstract) economy and health is described in the definition, there is no concrete contents. From this, context of use is mainly focused Keywords- usability, software engineer, quality in use (key words) on interaction directly. Recently, as workstyle using ICT (Information I. INTRODUCTION Communication Technology) has been changed, object of Importance of usability has been considered in not only quality in use shall be not only simple direct interaction but ergonomics area but also software engineering area[1]. also many stakeholders and society which are influence on Quality model in SQuaRE (System and software Quality indirectly by someone use the product, system and service. Requirement and Evaluation) series which are dealt with in That is, ICT users are not only direct users who interacts ISO/IEC JTC1SC7 defined effectiveness, efficiency, system and product directly but also indirect user who use output obtained by using ICT. satisfaction freedom from risk and context coverage as Figure 2. Proposal model of Quality in Use[4] Copyright © 2020 for this paper by its authors. Use permitted under Creative Commons License Attribution 4.0 International (CC BY 4.0). -Society which exists system and/or software The reason why groups are four is to be able to explain II. FUTURE QUALITY IN USE CONCEPT almost situation by these four groups, i.e. stakeholders. Direct user means a user who interacts with product, system When “quality in Use” is considered, it is necessary to or service directly. For example, ATM users in banking clarify which group is focused because quality models for system, customers for electric commerce system. On the other use of system and product are different by the difference of hand, there are the other kinds of users, they are indirect users objects described above. of other stakeholders. They usually use an output of products In this paper, “Quality in Use” is defined as follows: or system. For example, in case of self-driving car (level four Quality in Use is that degree to the system satisfied the or low), a driver is one of direct user and operators of traffic stakeholder needs related to use when operator uses the infrastructure are kinds of secondary user. As for pedestrians, system and software. they are indirect users. Figure 2 shows the proposal concept Figure 3 show the quality in use models for four groups. of quality in use include other stakeholders[4]. In this figure, each box about quality in use, that is, III. PROPOSAL OF QUALITY IN USE “quality in use for responsible organization, people”, As system and software products are widely used in our “quality in use for operators”, “quality in use for customers” life, use of them is influence on not only their direct uses but and “quality in use for society” is object group of quality in also organizations and society. use, respectively. Below four boxes describes influence by It is responsibility for society of the manufacturer to be use. controllable these influence as much as possible. In this, “quality in use for operators” is correspond to the From this, quality is regarded influence on stakeholders original quality in use model. As this model mainly focuses by using. The purpose of quality in use is that manufacturers on direct user, we consider that elements of usability defined and managers are able to enforce to “use” for improvement in ISO9241-11:2018 should be adopted as quality of quality by measuring and evaluating.[5] characteristics in this model. Quality characteristics for the The objectives which are influenced by use of system other three objects shall be defined by terms which and software in not only their direct users but also indirect represented each influence suitably. users included various kinds of stakeholders. Contents of In ISO/IEC25010, the quality of a system is defined that influence (quality characteristics) are different by the the degree to which the system satisfies the stated and implied difference of objects. From this, we classify these objects needs of its various stakeholders, and thus provides value. into four groups shown below and quality in use model for Refer to figure 2., stakeholder needs for quality in use can be each group is defined. divided following four items; they are “usefulness”, -Operator of system and/or software “managerial stability”, dependability” and “Acceptability”. -Organization which has responsibility for system and/or The relationship between stakeholders and stakeholder needs software management are shown in figure 4. This figure is proposed quality in use -Customer using system and/or software model. Figure 3. Quality in use models for four target groups Figure 4. The relationship among Quality in Use characteristics, subcharacteristics quality property and stakeholder needs [2] ISO/IEC 25010: Systems and software engineering -Systems and software Quality Requirements and Evaluation (SQuaRE) — System IV. FUTURE THEME and software quality, 2011 [3] ISO9241-11: Ergonomics of human-system interaction –Part11: Currently, we prepare some example to proposed quality Usability for definition and concept (2018) in use model. Applying these examples to this model, we will [4] Fukuzumi, S. and Hirasawa, Nowky: Usability in software verify the validity of this model. Pp4 development process -Proposal of society.stakeholder centered design , IWESQ2019, 2019 [5] Tanikawa, Y., Suzuki, H., Kato, H., Fukuzumi, S. : Problems in REFERENCES Usability Improvement Activity by Software Engineers - Consideration through verification experiments for human-centered [1] Fukuzumi, S., Hirasawa, N., Wada, N., Komiyama, T. and Azuma:, design process support environment; HCI International 2014 T.: Proposal of Quality in Use in software Quality, Human-cimputer Proceedings Vol.12 LNCS8521, pp.641-651, 2014. Interaction design and user experience, pp431-438, 2020. .