LES USAGES DU NUMERIQUE DANS UNE COMMUNAUTE DE FORMATEURS ET D’APPRENANTS
formation gestion du papier - experience de l'utilisateur
1. Le parcours de l’utilisateur Papier - Workshop
Groupe One – 21 Solutions – Coduco - 17 Février 2014
2. 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.
3. { objectifs }
Le parcours de l’utilisateur
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
5. Sélectionner un type
AM I
d’utilisateur à cartographier
REALLY
ATTITUDES
SICK?
WISH I
WAS AT
SCHOOL
SUPPORT
EXPERIENCE
DIRECTE
GOES TO
RIDES
…
INITIAL
TO
COMPORTEMENTS
DOCTOR
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKIN
NURSE
DOCTOR
PERSONNES MOM
TAKE-
HOME
OBJETS
PACKET
TECH.
PERSONNES
WRITER
CHECKS
IN
DESK &
COMPUT.
CAR
HOSPIT’L
BLDG
MGR
WALKS
TO MRI
ROOM
IMAGING
TECH
THAT
LOOKS
SCARY!
OBJETS
SYSTEM
RECORD
SYSTEM
NO! NO!
PLEASE
NO!
CRIES &
RESISTS
MOM
NURSE
DOCTOR
ANESTH.
MRI
MACHINE
TISSUES
DOUG
CREER UNE PREMIERE CARTE
Attitudes,RESERV.
comportements etPATIENT
Experiences
MOM
CAN’T
HELP?
SEES
MRI
MACHINE
CHART
SYSTEM
ADMIN.
WILL IT
HURT
ME?!
…
SEES
DOCTOR
ENTER
PATIENT
SAFETY
TEAM
STAFF
PAGING
SYSTEM
GETS A
SHOT
GOES
THROUGH
MRI
IMAGING
TECH
SHOT &
DRUGS
MRI
MACHINE
IMAGING
TECH
DRUG
ROOM
IMAGING
RECORD
SYSTEM
6. AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
TECH.
WRITER
WISH I
WAS AT
SCHOOL
…
RIDES
TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
WALKS
TO MRI
ROOM
CHECKS
IN
IMPACT
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
IMAGING
TECH
THAT
LOOKS
SCARY!
SEES
MRI
MACHINE
MOM
MOM
CAN’T
HELP?
CRIES &
RESISTS
IMAGING
TIME
NURSE
…
DOUG
NO! NO!
PLEASE
NO!
SEES
DOCTOR
ENTER
MORE
COST OF
STAFF DOCTOR
DRUGS
ANESTH.
MRI
MACHINE
CHART
EVALUER & PRIORISER
WILL IT
HURT
ME?!
TISSUES
PATIENT
SAFETY
TEAM
SYSTEM
PAGING
SYSTEM
GOES
THROUGH
MRI
SIDE
EFFECTS IMAGING
TECH
SHOT &
DRUGS
MRI
MACHINE
IMAGING
TECH
STAFF
Identifier les moments clés PATIENT l’utilisateur et l’organisationDRUG
pour
RESERV.
RECORD
SYSTEM
GETS A
SHOT
ROOM
IMAGING
RECORD
SYSTEM
7. Feel
better
Besoins
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
TECH.
WRITER
WISH I
WAS AT
SCHOOL
…
RIDES
TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKS
IN
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
HOSPIT’L
BLDG
MGR
WALKS
TO MRI
ROOM
IMAGING
TECH
Feel safe
THAT
LOOKS
SCARY!
SEES
MRI
MACHINE
MOM
CAN’T
HELP?
CRIES &
RESISTS
…
NO! NO!
PLEASE
NO!
SEES
DOCTOR
ENTER
NURSE
CHART
DOUG
TISSUES
GETS A
SHOT
DOCTOR
ANESTH.
MRI
MACHINE
MOM
Roles & Processes
SYSTEM
ADMIN.
WILL IT
HURT
ME?!
POSITION
PATIENT
PATIENT
SAFETY
TEAM
TAKE
IMAGE
IMAGING
TECH
SHOT &
DRUGS
DEVELOP
IMAGE
AJOUTER DES DETAILS POUR COMPRENDRE
PATIENT
STAFF
Comprendre les besoins et comment ils sont rencontrés
RESERV.
SYSTEM
RECORD
SYSTEM
PAGING
SYSTEM
DRUG
ROOM
GOES
THROUGH
MRI
MRI
MACHINE
IMAGING
TECH
IMAGING
RECORD
SYSTEM
8. FEEL
BETTER
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
TECH.
WRITER
WISH I
WAS AT
SCHOOL
…
RIDES
TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKS
IN
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
HOSPIT’L
BLDG
MGR
WALKS
TO MRI
ROOM
IMAGING
TECH
FEEL
SAFE
THAT
WILL IT
LOOKS
HURT
SCARY!
ME?!
SEES
MRI
MACHINE
…
NO! NO!
PLEASE
NO!
SEES
DOCTOR
ENTER
NURSE
CHART
DOUG
TISSUES
POSITION
TAKE
PATIENT
PATIENT IMAGE
SAFETY
TEAM
EVALUER & CADRER LE PROBLEME
PATIENT
Basé sur RESERV. compréhension de l’utilisateur
une
SYSTEM
RECORD
SYSTEM
GETS A
SHOT
DOCTOR
ANESTH.
MRI
MACHINE
MOM
SYSTEM
ADMIN.
CRIES &
RESISTS
MOM
CAN’T
HELP?
STAFF
PAGING
SYSTEM
DRUG
ROOM
GOES
THROUGH
MRI
IMAGING
TECH
SHOT &
DRUGS
DEVELOP
IMAGE
MRI
MACHINE
IMAGING
TECH
IMAGING
RECORD
SYSTEM
9. AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
TECH.
WRITER
WISH I
WAS AT
SCHOOL
…
RIDES
TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKS
IN
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
WALKS
TO MRI
ROOM
IMAGING
TECH
CHART
FEEL
SAFE
THAT
WILL IT
LOOKS
HURT
SCARY!
ME?!
SEES
MRI
MACHINE
MOM
CAN’T
HELP?
CRIES &
RESISTS
SEES
DOCTOR
ENTER
…
MRI
MACHINE
IDEA:
LET’S GO
CAMPING
DOUG
PATIENT
SAFETY
TEAM
STAFF
Influencer les attitudes pour PATIENT
changer les comportements
RESERV.
SYSTEM
PAGING
SYSTEM
DRUG
ROOM
GOES
THROUGH
MRI
IMAGING
TECH
SHOT &
DRUGS
TISSUES
REPENSER DE NOUVELLES APPROCHES
RECORD
SYSTEM
GETS A
SHOT
DOCTOR
ANESTH.
NURSE
MOM
NO! NO!
PLEASE
NO!
MRI
MACHINE
IMAGING
TECH
IMAGING
RECORD
SYSTEM
10.
11. AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
WISH I
TODAY
WAS AT
COULD
SCHOOL
BE FUN
…
DOCTOR
TAKE- IDEA:
HOME CAMP
PACKETBACKPK
TECH.
WRITER
RIDES
TO
HOSPIT’L
I’M
THIS
REALLY
PLACE
NERVOUS
IS NEAT!
…
CHECKS
IN
CHECKIN
NURSE
MOM
IDEA:
CAMP
DESK &
GUIDE
COMPUT.
CAR
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
WALKS
TO MRI
ROOM
IMAGING
TECH
THAT A
WOW,
LOOKS
CAMPSCARY!
FIRE!
SEES
MRI
MACHINE
MOM
WILL IT
FEELS
HURT
LIKE I’M
ME?!
CAMPING
LAYS
CRIES &
DOWN IN
RESISTS
MACHINE
IMAGING
TIME ↓
NURSE
MOM
THIS
CAN’T
ISN’T
HELP?
TOO BAD
…
FEWER
STAFF
SEES
LISTENS
DOCTOR
TO
ENTER
CRICKETS
NO
DRUGS
MRI
MACHINE
CHART
IDEA:
CAMPING
SITE
DOUG
TESTER LES NOUVELLES EXPERIENCES
PATIENT
Nouvelles attitudes, nouveaux comportements….résultat différent
RESERV.
SYSTEM
RECORD
SYSTEM
NO! NO! CAN WE
PLEASE DO IT
NO!
AGAIN??
…
HAS
GOES
MRI
THROUGH
SCAN
MRI
↓ SIDE
EFFECTS IMAGING
TECH
MRI
MACHINE
IMAGING
TECH
IMAGING
RECORD
SYSTEM
12. 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
http://icsa.on.ca/what-is-a-customer-journey-map-and-how-do-you-extract-value-from-it/
15. Processus de cartographie
Carte initiale
Choix de l’utilisateur
Evaluer et prioriser
Details
Evaluer
Redesign
Evaluer les attitudes
Brainstorm besoins
Evaluer les besoins
Brainstorm
Focaliser
Considérer les tendances
Evaluer les problèmes
Opportunity
Choisir l’innovation
Actions
Experience directe
Drop “line of focus” string
INSTANT
REBATE
DUE TO
BREAKDOWNS
Determiner l’Impact
Attitudes
Support
Definir Roles & Processes
Lecture
“We focused here, because….”
Construire le Design Canvas
Nouveaux
comportements
Hypotheses
18. Pour chaque utilisateur type:
1.
2.
3.
4.
Actions
Personnes et objets liés à l’expérience directe
Attitudes liées à chaque action
Personnes et objets supports
…..and explain Journey Mapping, and how it could be used to reimagine this patient experience.
the emphasis on perceptions is important and it can be used at all stages of a customer’s relationship with a brand
Let’s show you a few examples of different formats of maps. This is one of our favorite examples of client work to date – enabled by remote coaching (shared materials, and coached/trained over the phone) Start low-resolution, simple. It will likely be a living map that you add to, adjust, change. Can add more polish/design later.
“Who remembers where you start with mapping?” Correct….be specific about your persona
We will be going through a five step Customer Experience Journey Mapping process. The first step is to Create an Initial map of the Attitudes and Behaviors of our created Persona and the People and Things that comprise the Persona’s Experience both “Onstage” and “Back Stage”.Our next step is to Evaluate the overall experience using Attitudes as our window into met and unmet needs and determining an area of the Experience to place focus. We will also determine the impact of changing this experience during this step.Our third step will have us adding detail to better understand this moment at an organizational level, a market level and at a Customer’s moment and emotional need level.Fourth step has us evaluating the detailed understanding we have added and framing up a very specific need we want to fulfill and the issue or opportunity surrounding that need. We will use the Design Canvas to document that Evaluation.The fifth step has us taking this framed up Issue or Opportunity and brainstorming some new innovative experiences that can fulfill this need and drive the impact we desire as an organization.We will then document the entire findings in a hypothesis statement.
“Who remembers where you start with mapping?” Correct….be specific about your persona