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gestion du papier experience utilisateur
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Le parcours de l’utilisateur Papier - WorkshopGroupe One – 21 Solutions – Coduco - 17 Février 2014
Cartographier l’utilisateur papier.
Analyser la somme des expériences de l’utilisateur liées à la consommation de papier au sein de son département durant sa journée de travail.
{ objectifs }
Apprendre concrètement à identifier les:
• besoins de l’utilisateur
• Problèmes / Opportunités - ce qui fait obstacle, ou pourrait être amélioré, afin de répondre aux besoins de l’utilisateur
• Innover – designer des solutions qui offrent à la fois une amélioration pour l’utilisateur et pour l'organisation
Le parcours de l’utilisateur
{ L’experience }Cartographier l’expérience utilisateur
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS IN
WALKS TO MRI
ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
SEES DOCT
OR ENTER
GETS A
SHOT
GOES THROUGH MRI
………
AM I REALL
Y SICK?
THAT LOOK
S SCARY
!
WILL IT
HURT ME?!
MOM CAN’T HELP?
NO! NO!
PLEASE NO!
I’M REALL
Y NERVOUS
WISH I WAS AT
SCHOOL
TECH. WRITE
R
SYSTEM
ADMIN.
HOSPIT’L
BLDG MGR
DOUG
PATIENT
SAFETY
TEAM
IMAGING
TECHSTAFF PAGIN
G SYSTE
M
PATIENT
RECORD
SYSTEM
RESERV.
SYSTEM
IMAGING
RECORD
SYSTEM
DRUG ROOM
COMPORTEMENTS
ATTITUDES
PERSONNES
OBJETS
EX
PE
RIE
NC
E
DIR
EC
TE
PERSONNES
OBJETSSU
PP
OR
TSélectionner un type d’utilisateur à cartographier
SOFIA
DOCTOR
MOM
CHECKIN
NURSE
IMAGING
TECHMOM
DOCTOR
ANESTH.
IMAGING
TECH
MRI MACHI
NE
DESK &
COMPUT.
CHARTCAR
TAKE-HOME PACKE
T
MRI MACHI
NE
SHOT &
DRUGS
NURSE
TISSUES
CREER UNE PREMIERE CARTEAttitudes, comportements et Experiences
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS IN
WALKS TO MRI
ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
SEES DOCT
OR ENTER
GETS A
SHOT
GOES THROUGH MRI
………
DOCTOR
MOM
CHECKIN
NURSE
IMAGING
TECHMOM
DOCTOR
ANESTH.
IMAGING
TECH
MRI MACHI
NE
DESK &
COMPUT.
CHARTCAR
TAKE-HOME PACKE
T
MRI MACHI
NE
SHOT &
DRUGS
AM I REALL
Y SICK?
THAT LOOK
S SCARY
!
WILL IT
HURT ME?!
MOM CAN’T HELP?
NO! NO!
PLEASE NO!
I’M REALL
Y NERVOUS
WISH I WAS AT
SCHOOL
TECH. WRITE
R
SYSTEM
ADMIN.
HOSPIT’L
BLDG MGR
DOUG
PATIENT
SAFETY
TEAM
IMAGING
TECHSTAFF PAGIN
G SYSTE
M
PATIENT
RECORD
SYSTEM
RESERV.
SYSTEM
IMAGING
RECORD
SYSTEM
DRUG ROOM
SOFIA
EVALUER & PRIORISERIdentifier les moments clés pour l’utilisateur et l’organisation
NURSE
TISSUES
IMPACT MORE STAFF
COST OF
DRUGS
IMAGING
TIME
SIDE EFFEC
TS
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS IN
WALKS TO MRI
ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
SEES DOCT
OR ENTER
GETS A
SHOT
GOES THROUGH MRI
………
DOCTOR
MOM
CHECKIN
NURSE
IMAGING
TECHMOM
DOCTOR
ANESTH.
IMAGING
TECH
MRI MACHI
NE
DESK &
COMPUT.
CHARTCAR
TAKE-HOME PACKE
T
MRI MACHI
NE
SHOT &
DRUGS
AM I REALL
Y SICK?
THAT LOOK
S SCARY
!
WILL IT
HURT ME?!
MOM CAN’T HELP?
NO! NO!
PLEASE NO!
I’M REALL
Y NERVOUS
WISH I WAS AT
SCHOOL
TECH. WRITE
R
SYSTEM
ADMIN.
HOSPIT’L
BLDG MGR
DOUG
PATIENT
SAFETY
TEAM
IMAGING
TECHSTAFF PAGIN
G SYSTE
M
PATIENT
RECORD
SYSTEM
RESERV.
SYSTEM
IMAGING
RECORD
SYSTEM
DRUG ROOM
SOFIA
TISSUES
NURSE
AJOUTER DES DETAILS POUR COMPRENDREComprendre les besoins et comment ils sont rencontrés
Feel safe
Feel better
TAKE IMAGE
DEVELOP
IMAGE
Besoins
Roles & ProcessesPOSITI
ON PATIE
NT
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS IN
WALKS TO MRI
ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
SEES DOCT
OR ENTER
GETS A
SHOT
GOES THROUGH MRI
………
DOCTOR
MOM
CHECKIN
NURSE
IMAGING
TECHMOM
DOCTOR
ANESTH.
IMAGING
TECH
MRI MACHI
NE
DESK &
COMPUT.
CHARTCAR
TAKE-HOME PACKE
T
MRI MACHI
NE
SHOT &
DRUGS
AM I REALL
Y SICK?
THAT LOOK
S SCARY
!
WILL IT
HURT ME?!
MOM CAN’T HELP?
NO! NO!
PLEASE NO!
I’M REALL
Y NERVOUS
WISH I WAS AT
SCHOOL
TECH. WRITE
R
SYSTEM
ADMIN.
HOSPIT’L
BLDG MGR
DOUG
PATIENT
SAFETY
TEAM
IMAGING
TECHSTAFF PAGIN
G SYSTE
M
PATIENT
RECORD
SYSTEM
RESERV.
SYSTEM
IMAGING
RECORD
SYSTEM
DRUG ROOM
SOFIA
EVALUER & CADRER LE PROBLEMEBasé sur une compréhension de l’utilisateur
NURSE
FEEL SAFE
FEEL BETTE
R
?
TISSUES
POSITION
PATIENT
TAKE IMAGE
DEVELOP
IMAGE
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS IN
WALKS TO MRI
ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
SEES DOCT
OR ENTER
GETS A
SHOT
GOES THROUGH MRI
………
DOCTOR
MOM
CHECKIN
NURSE
IMAGING
TECHMOM
DOCTOR
ANESTH.
IMAGING
TECH
MRI MACHI
NE
DESK &
COMPUT.
CHARTCAR
TAKE-HOME PACKE
T
MRI MACHI
NE
SHOT &
DRUGS
AM I REALL
Y SICK?
THAT LOOK
S SCARY
!
WILL IT
HURT ME?!
MOM CAN’T HELP?
NO! NO!
PLEASE NO!
I’M REALL
Y NERVOUS
WISH I WAS AT
SCHOOL
TECH. WRITE
R
SYSTEM
ADMIN.
HOSPIT’L
BLDG MGR
DOUG
PATIENT
SAFETY
TEAM
IMAGING
TECHSTAFF PAGIN
G SYSTE
M
PATIENT
RECORD
SYSTEM
RESERV.
SYSTEM
IMAGING
RECORD
SYSTEM
DRUG ROOM
SOFIA
REPENSER DE NOUVELLES APPROCHESInfluencer les attitudes pour changer les comportements
TISSUES
NURSE
FEEL SAFE
?
IDEA: LET’S GO
CAMPING
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS IN
WALKS TO MRI
ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
SEES DOCT
OR ENTER
GOES THROUGH MRI
………
DOCTOR
MOM
CHECKIN
NURSE
IMAGING
TECHMOM
IMAGING
TECH
MRI MACHI
NE
DESK &
COMPUT.
CHARTCAR
TAKE-HOME PACKE
T
MRI MACHI
NE
AM I REALL
Y SICK?
THAT LOOK
S SCARY
!
WILL IT
HURT ME?!
MOM CAN’T HELP?
NO! NO!
PLEASE NO!
I’M REALL
Y NERVOUS
WISH I WAS AT
SCHOOL
TECH. WRITE
R
SYSTEM
ADMIN.
HOSPIT’L
BLDG MGR
DOUGIMAGI
NG TECH
PATIENT
RECORD
SYSTEM
RESERV.
SYSTEM
IMAGING
RECORD
SYSTEM
SOFIA
IDEA: CAMP GUIDE
COOL
BACK-
PACK!
SHE WAS
FRIENDLY
I LOVE CAMPING! SO FUN!WOW, A
CAMP-FIRE!
FEELS LIKE I’M
CAMPING
THIS ISN’T TOO BAD
CAN WE
DO IT AGAIN
??
THIS PLACE
IS NEAT!
TODAY
COULD BE FUN LAYS
DOWN IN
MACHINE
LISTENS TO
CRICKETS
…
TESTER LES NOUVELLES EXPERIENCESNouvelles attitudes, nouveaux comportements….résultat différent
NURSE
HAS MRI SCAN
IDEA: CAMPI
NG SITE
IDEA: CAMP BACKP
K
FEWER
STAFF
NO DRUG
S
IMAGING
TIME ↓
↓ SIDE EFFEC
TS
http://icsa.on.ca/what-is-a-customer-journey-map-and-how-do-you-extract-value-from-it/
La cartographie utilisateur
…visualiser et illustrer les processus, besoins et perceptions de l’utilisateur au travers des intéractions et relations au sein de l’organisation
Comprendre et diagnostiquer l’expérience
Repenser les processus
Implementer
Communiquer
{ Processus }
Redesign
Brainstorm
Choisir l’innovation
Nouveaux comportements
Hypotheses
MOBILE
COUPONS
Evaluer et prioriser
Evaluer les attitudes
Focaliser
Determiner l’Impact
Lecture
Carte initiale
Choix de l’utilisateur
Actions
Experience directe
Attitudes
Support
Processus de cartographie
WEB SITE
DESIGNER
RESERVATION
SYSTEM
L8R. THAT’S
ENOUGH.. I’M
OUT OF HERE.
AGENT 1
ZOOMGO
WEBSITE
@*%#! I CAN’T SHOW UP IN
A DIRTY CAR!
INCREASE
REFFERAL
RATE
REDUCE REFUND
RATE
Drop “line of focus” string
“We focused here, because….”
Details
Brainstorm besoins
Considérer les tendances
Definir Roles & Processes
Evaluer
Evaluer les besoins
Evaluer les problèmes Opportunity
Construire le Design Canvas
MOMENT:HAVE A CLEAN CAR TO DRIVE
EMOTIO
N:UPHOLD
AN IMAGE
TECHSOCIAL
& MOBILE
ENVIRONMENT
GREEN MOVEME
NT
AGENT 1
APPROVE &
PROCESS
REFUND
EMOTION:DOESN’T WANT TO
RUIN
MEMORIES
AGENT 1
CONNECT FIELD SERVICE
TO BILLING
RESOLVE
CUSTOMER
ISSUE
INSTANT REBATEDUE TO
BREAKDOWNS
IMMEDIA
TE TEXT TO
CUSTOMER
MOMENT:GET A
REFUND FROM THE
LATE FEE
CALLS ZOOMG
O SUPPOR
T
THESE GUYS ADMIT WHEN THEY ARE
WRONG
RENT FROM THEM AGAIN
APPROVE &
PROCESS
REFUND
MOMENT:GET A
REFUND FROM THE
LATE FEE
EMOTION:DOESN’T WANT TO
RUIN
MEMORIES
RECORD INCIDE
NT DETAILS
RECORD INCIDE
NT DETAILS
WEDDING PACKAGES WITH
CAR SERVICE
Action!
1. 4 groupes pour 4 profils différents
Pour chaque utilisateur type:
1. Actions2. Personnes et objets liés à l’expérience directe3. Attitudes liées à chaque action4. Personnes et objets supports
ActionsExpérienc
e directe
Attitudes Support
{ Résultats }