Conférence Salon SRH 2024 - Quelles sont les perspectives de l’IA dans la conduite du changement ?

Summary

The transcript discusses the importance of providing clients and users with a solution to better utilize tools like Excel, emphasizing the need for a simple user experience to improve client satisfaction and reduce support inquiries. The speaker highlights the role of their SaaS tool in guiding users through various functionalities, personalizing the experience, and evolving the product based on user feedback. The goal is to enhance the user journey, offer valuable insights, and ensure continuous improvement of the platform.

Takeaways

• 📈 The primary goal is to improve the client and user experience by helping them better utilize tools on a daily basis.
• 🚀 The secondary effect of enhancing user experience is a reduction in customer and user support inquiries, leading to decreased workload.
• 🤝 Focus on user adoption and simplifying the user experience to prevent abandonment due to complexity, as seen with materialized tools.
• 🌐 The importance of onboarding employees from the start in the implementation process to ensure a smooth transition and user-friendly experience.
• 🛠️ The tool evolves as a startup, requiring adaptability and responsiveness to support various topics and user needs.
• 📋 The objective is to create a simple and effective onboarding process without relying on development teams, allowing for rapid pedagogical and training implementation.
• 📊 Three main scopes are identified to create value: addressing client issues, practical client processing, and continuous product improvement based on user feedback.
• 🗂️ Utilizing guidance features and tutorials to help users navigate the application and discover its functionalities, particularly for first-time users.
• 📝 The importance of keeping users informed about new features, updates, and regulatory changes without disrupting their workflow or experience.
• 🔄 The platform's regular updates and the need to inform users about changes and how they can affect their use of the tool.
• 📈 A decrease of 80% in support tickets was observed following the implementation of user orientation publications, demonstrating the practical effectiveness of the approach.

Q & A

What is the main goal of the solution presented in the script?

The main goal of the solution is to assist clients and users in better utilizing the provided tools on a daily basis, thereby improving the customer experience and reducing the support workload for both the client and user sides.

How does the speaker intend to address the challenges faced by users who are not fully utilizing Excel's functionalities?

The speaker aims to provide guidance and support to help users fully leverage Excel's features, starting with simple use cases and gradually moving towards more complex functionalities.

What is the secondary positive effect of improving the user experience?

The secondary positive effect is the reduction in customer and user support inquiries, leading to decreased workload for the support teams.

What is the primary focus of the SAS tool mentioned in the script?

The primary focus of the SAS tool is to be extremely reactive and able to accompany clients and users on various topics, ensuring a smooth and effective implementation of the application within their organizations.

How does the speaker address the issue of user adoption and the complexity of user experience with digital tools?

The speaker emphasizes the importance of starting with a simple and intuitive user experience to encourage adoption and reduce the likelihood of users abandoning the tools due to complexity.

What are the three main scopes that the speaker's team focuses on to enhance user experience?

The three main scopes are: addressing client issues, creating practical client processing value, and continuously improving the product based on user feedback.

How does the application guide new users through their initial setup and usage?

The application uses a guidance system that provides step-by-step instructions for new users, helping them understand where to click and what actions to take to navigate the platform effectively.

What is the purpose of the 'compass' feature in the application?

The 'compass' feature serves as a guidance system within the application, offering pre-filtered guidance based on the user's role (RH, manager, or collaborator) to ensure they receive relevant information and guidance.

How does the speaker's team handle the challenge of updating and evolving the tool regularly?

The team is highly reactive and continuously evolves the tool based on user feedback and changing needs. They also ensure that any updates or new features are communicated clearly to users through various channels, including publications and notifications.

What is the significance of the application being available in multiple languages?

The availability of the application in multiple languages adds value by allowing users from different regions and with different language preferences to use the tool effectively. It also ensures that all guidance and publications are tailored to the user's language settings.

How does the speaker's team ensure that the tool remains usable and adaptable for a wide range of clients with different needs?

The team focuses on understanding the diverse needs of their clients and personalizes the tool where necessary. For example, they might block certain features or provide specific guidance for clients with unique organizational structures or requirements.