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

Knowmore

11 Apr 202416:19

Summary

TLDRThe 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.

Outlines

00:00

🤝 Enhancing Client and User Experience

This paragraph discusses the importance of accompanying clients and users with a solution that helps them better utilize tools in their daily activities. It emphasizes improving the client experience and reducing support workload by addressing common issues and providing practical cases, such as using Excel to its full potential. The focus is on making the tools more accessible and user-friendly to decrease the complexity and increase user adoption.

05:00

🚀 Streamlining User Onboarding and Guiding

The second paragraph highlights the process of user onboarding and guiding within an application. It talks about the use of a compass or GPS feature to guide users based on their roles (HR, manager, or collaborator). The paragraph also discusses the importance of providing users with a seamless experience from the start, including informative pop-ups and directing users to relevant resources and articles to enhance their understanding and usage of the platform.

10:02

🛠️ Addressing Client Issues and Temporizing Developments

This paragraph delves into the strategies for addressing client issues and managing developments. It discusses the use of publications and guidance to help users fill in fields correctly and to inform them about ongoing projects. The paragraph also touches on the importance of keeping users informed about changes and updates to the platform, ensuring that they can adapt and use the tool effectively. Additionally, it mentions the value of personalizing the platform to meet specific client needs.

15:03

📈 Improving Platform Visibility and Bug Management

The final paragraph focuses on improving the visibility of the platform's features and managing bugs effectively. It talks about the impact of guiding users to consult support articles and how this can increase visibility and understanding of new features or communication types. The paragraph also addresses the importance of immediate response to user feedback and bug reports, ensuring that issues are resolved promptly and users are kept informed about the status of their concerns.

Mindmap

Keywords

💡Excel

Excel is mentioned early in the video to establish a relatable context for the audience, illustrating a universal tool familiar to many. It serves as an entry point to discuss the challenges and complexities of using software tools in a professional environment. The reference to Excel's underutilized functionalities and the difficulties users face emphasizes the need for supportive solutions to enhance user experience and productivity.

💡User Experience

User Experience (UX) is a core theme of the video, focusing on the importance of creating intuitive and efficient interfaces and interactions with software tools. The video highlights the aim to improve UX as a primary goal, which directly contributes to reducing client and user support inquiries. Enhancing UX is positioned as essential for ensuring software adoption and effectiveness.

💡Customer Support

Customer Support is discussed as a significant area impacted by the implementation of supportive solutions like 'kou'. By improving the user experience and providing clear guidance within the software, the video suggests that the need for customer support can be substantially reduced. This reduction in support queries is presented as a positive side effect of enhancing UX, illustrating a direct link between user satisfaction and operational efficiency.

💡Digital Tools

Digital Tools are central to the video's discussion, referring to software solutions and platforms that businesses implement to streamline operations, improve productivity, and enhance user interactions. The narrative addresses the challenges of adopting new digital tools, emphasizing the need for solutions that facilitate ease of use and reduce the learning curve for end-users.

💡Adoption

Adoption refers to the process by which users begin to accept, integrate, and effectively utilize new technologies or software in their daily routines. The video highlights adoption as a critical challenge for their clients, particularly when users abandon tools due to complex user experiences. It underscores the importance of making software intuitive to encourage widespread use and integration into daily operations.

💡Guidance

Guidance is a solution proposed in the video to address user difficulties with software tools. By offering clear, step-by-step instructions and navigational aids, the software aims to assist users in effectively utilizing functionalities, thus improving the overall user experience. This concept is illustrated through examples of guidance mechanisms, such as on-screen prompts and tutorial campaigns within the application.

💡SaaS (Software as a Service)

SaaS, or Software as a Service, is mentioned as the delivery model for the tool being discussed. It represents a way of providing software over the internet, allowing users to access and use applications without the need for traditional installation processes. The video outlines the benefits of SaaS in terms of ease of access and updates, which are crucial for maintaining an evolving tool that adapts to user needs and feedback.

💡Feedback

Feedback from users is highlighted as a vital component of the continuous improvement cycle for the tool. The video explains how user feedback is used to identify areas for enhancement, develop new features, and refine existing functionalities. Collecting and acting on feedback is presented as a method to ensure the tool remains relevant and useful to its user base.

💡Personalization

Personalization is discussed as a strategy to make the software more relevant and effective for individual users or specific client needs. The video describes how the tool can be customized to meet unique user requirements, such as adjusting guidance for different roles or tailoring information displays. This approach aims to enhance the user experience by making interactions more intuitive and relevant.

💡Continuous Improvement

Continuous Improvement is a key concept, referring to the ongoing process of refining and enhancing the software tool based on user feedback, technological advancements, and changing business needs. The video emphasizes the importance of this approach in maintaining the software's effectiveness and relevance, ensuring that it evolves to meet the demands of its users and adapts to the dynamic digital landscape.

Highlights

The importance of accompanying clients and users with a solution that improves their daily use of tools.

The challenge of using Excel and the need for a tool that goes beyond its basic functionalities.

The goal of enhancing the customer experience and reducing support workload by providing better tools.

The secondary effect of reducing client and user support inquiries by offering more intuitive solutions.

The focus on the end-user experience and the need for simple adoption of digital tools.

The example of abandoning complex user experiences, such as a bike rental application in Paris.

The importance of engaging employees from the start in the implementation of new tools.

The role of a SAS tool in facilitating the onboarding process for clients and end-users.

The need for a reactive and adaptable tool that can evolve with the startup's growth.

The three main scopes of the tool: addressing client issues, practical client processing, and continuous product improvement.

The objective of not involving development teams for simple pedagogical and formation tasks.

The guidance provided by the tool to help users navigate and understand its functionalities.

The use of a compass or GPS feature within the application to guide users based on their roles.

The ability to launch survey campaigns and 360-degree evaluations for HR purposes.

The development of automatic campaign features that reduce the need for manual updates.

The multilingual capabilities of the tool, enhancing its accessibility for diverse user bases.

The use of publications to inform users about ongoing projects and to collect feedback for continuous improvement.

The ability to personalize the tool for specific client needs, such as customizing the organizational chart.

The collection of user feedback through the application to improve the user experience and tool functionality.

The immediate handling of bugs and issues, ensuring a smooth user experience and efficient problem resolution.