ISO 9241-110

ISO 9241-110 is an international standard defining usability principles for human-system interaction. It specifies principles such as freedom of control, predictability, error tolerance, and consistency. Unlike ISO 9241-11 which focuses on user satisfaction, ISO 9241-110 provides the underlying design principles. In the context of AI and LLM development, these principles are critical for preventing user errors that could lead to data breaches or compliance violations under GDPR or Taiwan's Personal Data Protection Act. It serves as a foundational control in the AI risk management framework, ensuring that the interface does not introduce new risks due to user confusion or accidental misuse.

Implementation typically follows three stages: Gap Analysis, Prototyping & Testing, and Iterative Refinement. First, enterprises audit existing interfaces against ISO 9241-110 principles to identify usability risks. Second, a prototype is developed—such as the LLM interface mentioned in the thesis—and evaluated using usability metrics like the System Usability Scale (SUS) and User Experience Questionnaire (UEQ). Third, the design is refined based on these quantitative results. For example, a financial institution implementing a new AI-driven trading platform would use these principles to ensure traders do not accidentally execute incorrect orders. Success is measured by a reduction in user error rates (target: <5%) and a significant increase in task efficiency (target: >25% improvement).

Taiwan enterprises face three primary challenges: Lack of awareness (viewing usability as aesthetics rather than risk control), Siloed departments (designers and developers working independently), and Absence of measurement tools. To overcome these, companies should: 1. Integrate usability principles into the AI governance framework (aligning with ISO 42001). 2. Establish cross-functional teams including UX designers, legal compliance officers, and AI engineers. 3. Invest in standardized usability testing tools and train staff on ISO 9241-11 metrics. A phased approach starting with a 90-day pilot project is recommended to demonstrate ROI before full-scale deployment.

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