ISO/TC159/WG3 is advancing the development of international standards for service ergonomics, supporting the design of human-centred services across a wide range of sectors. Learn more about the group’s progress, the new standard under development and opportunities to contribute to future work.
ISO/TC159/WG3, Service Ergonomics, is one of the newest working groups in ISO/TC159. Its scope is the standardization of the application of ergonomics to optimize interaction between users and service providers. WG3 examines, from an ergonomic perspective, what kinds of services should be required or recommended for service users.
1. From AHG 2 to the Establishment of WG3
The discussion began in AHG 2 (Ad hoc group 2). Initially, the work focused on interpersonal services, such as customer-facing interactions. However, because ISO/TC159 had no working group dedicated to services, it was proposed that the work should be developed as a general standard for services, rather than being limited to customer service.
AWI 21372 was approved in March 2024. After discussions with related groups in TC159, it was confirmed that the scope and draft standard did not overlap with existing work. WG3 was formally established in April 2025 as a new working group to discuss 21372.
2. Why Services Require a Dedicated Ergonomic Perspective
Services differ from products and systems. They may be provided on the spot in response to users’ needs, involve real-time interaction, and take intangible forms, such as verbal information, support, or labour. These characteristics require a dedicated ergonomic perspective.
3. Main Topics Discussed in WG3
WG3 discussed how ergonomic concepts can be applied to services and how services can be classified from an ergonomic perspective. Because 21372 is intended to be a general standard for services, it is important to classify diverse services and address the characteristics of each type appropriately. Existing international industrial classifications do not necessarily reflect how users experience services or how service providers interact with users. Therefore, a classification from the perspective of service users was considered necessary.
WG3 also discussed how service ergonomics should respond to social and technological changes. As AI, robotics, and other advanced technologies develop, services are becoming more diverse. Although these technologies are not described in detail in the current draft, technology-enabled services need to be considered in developing the standard. These emerging service forms are expected to require both established ergonomic considerations and new approaches to user–provider interaction.
At the establishment of WG3, there was also an opinion that broader social activities that have not yet been fully addressed within TC159 could be included in its scope. Activities such as civic activities or co-creative work may not involve a clear provider–user relationship and may fall outside the conventional service framework. These topics are considered possible subjects for proposals for a new WG or SC beyond the current scope of service ergonomics.
4. Content of ISO 21372 under Development
Title of current document is “Service ergonomics: General ergonomic requirements and recommendations for service.” The purpose of this standard is to improve service quality for service users by applying ergonomic principles. Therefore, this document specifies considerations for all users in service provision. The intended users of this standard include groups that provide services directly, groups that plan and manage services, and groups that evaluate services. In it describes the fundamentals of service ergonomics, including the context of use and the service user’s perspective. It also sets out six ergonomic principles for services, including usability of service. This standard does not address the occupational safety or comfort of service providers. Organizational management perspectives, including those related to the service sector, are discussed in DIS 27502.
5. Next Steps and Invitation to Participate
The DIS ballot for 21372 is expected to start soon, and publication is anticipated around autumn 2027. After publication, WG3 aims to develop more specific standards for different forms of services, such as services provided directly by people.
WG3 welcomes experts interested in service design, human-centred services, emerging service technologies, and the broader application of ergonomics to service systems. Participation is also welcome from those interested in ergonomic standards for a wide range of social activities beyond services.
