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VPTCS : un modèle transversal pour la qualité de l'expérience utilisateur

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Conférence donnée à ParisWeb par Eric Gateau et Elie Sloïm le 10 octobre 2019

En 2000, l'analyse des rubriques d'un annuaire de liens dédiés à la qualité du web nous a conduit à produire un modèle en 5 points. Ce modèle, appelé VPTCS, pour Visibilité, Perception, Technique, Contenus et Services a été publié le 25 octobre 2001. Il fête donc quasiment jour pour jour ses 18 ans. À cette occasion, et alors qu'il est de plus en plus utilisé par les professionnels, nous avons souhaité faire le point sur sa genèse, son développement et ses usages.

Au cours de cette conférence, nous vous présenterons la méthode qui nous a conduit à sa conception. Nous verrons dans quelle mesure il permet de décrire les éléments fondamentaux de l'expérience utilisateur. Nous vous montrerons la façon dont il permet de décrire l'évolution du secteur web, à travers les notions d'UX et d'UI, le rôle des ESN et agences web, la responsabilité des acheteurs de site sur la qualité finale des sites, et encore bien d'autres aspects qui structurent nos métiers. Nous verrons également comment le modèle pourrait évoluer prochainement.

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VPTCS : un modèle transversal pour la qualité de l'expérience utilisateur

  1. 1. Un modèle transversal 
 pour la qualité 
 de l'expérience utilisateur V P T C S
  2. 2. Zone potentielle d’intérêt Référen- cement Presse Publicité Accueil Navigation Évaluation Validation E-services : Commerce électronique Logistique Temps Chronologie de 
 l’expérience utilisateur (2000)
  3. 3. UXExigences
 utilisateurs
  4. 4. Les utilisateurs veulent…
 …trouver le site V P T C S Visibilité
  5. 5. Les utilisateurs veulent…
 …utiliser, naviguer Perception PV T C S
  6. 6. Les utilisateurs veulent…
 …que le site fonctionne Technique PV T C S
  7. 7. Les utilisateurs veulent…
 …des contenus de bonne qualité Contenus T CPV S
  8. 8. Les utilisateurs veulent…
 …que tout se passe 
 bien après leur visite Services C STPV
  9. 9. Visibilité Perception Technique Contenus Services V P T C S
  10. 10. …c’est : …ça n’est pas : • Une représentation • Simplifié • Partiel • Exact • La réalité • Unique Un modèle ?
  11. 11. Comprendre Organiser Mesurer Prédire Pour quoi faire ?
  12. 12. Expliquer simplement la différence 
 entre UI et UX
  13. 13. « Différence UX UI »
  14. 14. UI UX Visibilité Perception Technique Contenus Services V P T C S A B
  15. 15. Hédonique – plaisir - émotions Exigences – pré-requis Visibilité Perception Technique Contenus Services V P T C S
  16. 16. (se) répartir les responsabilités
  17. 17. Référencement Positionnement Webmarketing Communication Ergonomie Graphisme Webdesign Navigation Sécurité Hébergement Performance Conformité W3C Rédaction Traduction Juridique Editorial E-commerce Logistique S. A. V. 
 Relation client Relier des exigences à des métiers Visibilité Perception Technique Contenus Services V P T C S
  18. 18. Valeur et mise en valeur COMMENT
 mettre en valeur les contenus et services ? POURQUOI
 utiliser le site ? Visibilité Perception Technique Contenus Services V P T C S
  19. 19. Le rôle de l’acheteur de site Prestataires
 Agences, ESN, DSI * Clients
 Métiers Visibilité Perception Technique Contenus Services V P T C S * ESN : Entreprises de Services Numériques, DSI : Direction des systèmes d’information
  20. 20. Acquisition de compétences 
 par les prestataires Web Visibilité Perception Technique Contenus Services V P T C S Agences ESN (SSII)
  21. 21. Comprendre les frontières invisibles
  22. 22. Clients
 Métiers Prestataires
 Agences, ESN, DSI Prestataires - clients Visibilité Perception Technique Contenus Services V P T C S
  23. 23. Circuit de décision silos communication Agences Web - Communication Contenus Visibilité Perception Technique Contenus Services V P T C S
  24. 24. Agences Web - Communication Contenus ESN (SSII) - DSI - Métiers Visibilité Perception Technique Contenus Services V P T C S Circuit de décision silos informatiques
  25. 25. Pas de silos pour l’utilisateur Visibilité V Perception PTechnique T Contenus C Services S
  26. 26. Conclusion
  27. 27. Transversalité Visibilité Perception Technique Contenus Services V P T C S
  28. 28. Transversalité Métiers Vocabulaire Exigences Relations Pratiques
  29. 29. VPTCS au-delà du numérique V P T C S Visibilité Perception Technique Contenus Services Où trouver Catalogues Ergo-design Spécifications techniques Mode d’emploi, 
 instructions montage SAV, retours
  30. 30. Avenir du modèle Les exigences utilisateurs 
 sont-elles durables ?
  31. 31. Merci ! Graphismes : Delphine Malassingne
 Pictos VPTCS : Suzanne Decreme @nissone

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