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 }