Le parcours de l’utilisateur Papier - Workshop
Groupe 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 a...
{ objectifs }
Le parcours de l’utilisateur
Apprendre concrètement à identifier les:
• besoins de l’utilisateur
• Problèmes...
{ L’experience }
Cartographier l’expérience utilisateur
Sélectionner un type
AM I
d’utilisateur à cartographier
REALLY
ATTITUDES
SICK?

WISH I
WAS AT
SCHOOL

SUPPORT

EXPERIENCE
...
AM I
REALLY
SICK?

GOES TO
INITIAL
DOCTOR

DOCTOR
TAKEHOME
PACKET
TECH.
WRITER

WISH I
WAS AT
SCHOOL

…

RIDES
TO
HOSPIT’L...
Feel
better

Besoins
AM I
REALLY
SICK?

GOES TO
INITIAL
DOCTOR

DOCTOR
TAKEHOME
PACKET
TECH.
WRITER

WISH I
WAS AT
SCHOOL
...
FEEL
BETTER
AM I
REALLY
SICK?

GOES TO
INITIAL
DOCTOR

DOCTOR
TAKEHOME
PACKET
TECH.
WRITER

WISH I
WAS AT
SCHOOL

…

RIDES...
AM I
REALLY
SICK?

GOES TO
INITIAL
DOCTOR

DOCTOR
TAKEHOME
PACKET
TECH.
WRITER

WISH I
WAS AT
SCHOOL

…

RIDES
TO
HOSPIT’L...
AM I
REALLY
SICK?

GOES TO
INITIAL
DOCTOR

WISH I
TODAY
WAS AT
COULD
SCHOOL
BE FUN
…

DOCTOR
TAKE- IDEA:
HOME CAMP
PACKETB...
La cartographie utilisateur
…visualiser et illustrer les processus, besoins et perceptions de
l’utilisateur au travers des...
{ Processus }
Processus de cartographie
Carte initiale
Choix de l’utilisateur

Evaluer et prioriser

Details

Evaluer

Redesign

Evaluer...
Action!
1. 4 groupes pour 4 profils différents
Pour chaque utilisateur type:
1.
2.
3.
4.

Actions
Personnes et objets liés à l’expérience directe
Attitudes liées à chaqu...
{ Résultats }
formation gestion du papier - experience de l'utilisateur
formation gestion du papier - experience de l'utilisateur
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formation gestion du papier - experience de l'utilisateur

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gestion du papier experience utilisateur

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  • …..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
  • 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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