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formation gestion du papier - experience de l'utilisateur

gestion du papier experience utilisateur

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formation gestion du papier - experience de l'utilisateur

  1. 1. Le parcours de l’utilisateur Papier - Workshop Groupe One – 21 Solutions – Coduco - 17 Février 2014
  2. 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. 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
  4. 4. { L’experience } Cartographier l’expérience utilisateur
  5. 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. 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. 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. 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. 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. 10. 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
  11. 11. 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/
  12. 12. { Processus }
  13. 13. 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
  14. 14. Action!
  15. 15. 1. 4 groupes pour 4 profils différents
  16. 16. 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
  17. 17. { Résultats }

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