Video Interview France Travail Hervé Cambon

Summary

The video script outlines France Travail's adoption of digital adoption solutions (DAP) to streamline internal application use and enhance user support. Beginning with a proof of concept in 2017, the deployment of DAP solutions grew exponentially, reaching 119 applications by 2024 and aiming for over 150 by 2025. The main benefits include easy integration of guidance within applications, significantly reducing support calls. Key objectives for the future include expanding guidance functionalities, incorporating user feedback, and exploring AI applications to improve the user experience. The partnership with their service provider has been instrumental in ensuring smooth operations.

Takeaways

• 😀 The initial goal was to provide internal users with information on applications and to extend this support to external users through the France Travail website (formerly pôleemploi.fr).
• 😀 The collaboration with the service provider began in 2016, initially for a simulator, and later expanded to hosting the media library and deploying digital adoption solutions (DAP).
• 😀 The company started working on digital adoption solutions (DAP) in 2017, with a successful proof of concept in the HR application, which led to wider deployment across various business applications.
• 😀 By 2024, the scope of deployment had grown to 119 applications, with the goal to reach over 150 applications by 2025, covering approximately two-thirds of the business applications at France Travail.
• 😀 The constant evolution of applications at France Travail, including monthly updates and quarterly large version releases, presents a challenge in user adoption, which is addressed by DAP solutions.
• 😀 The relationship with the service provider has been very positive, especially since 2023, when a dedicated consultant was assigned to assist with both design and technical implementation issues.
• 😀 The feedback from users has been overwhelmingly positive, with particular appreciation for the ability to receive guidance directly within the application, reducing the need for external documentation.
• 😀 Users often struggle to distinguish between guidance provided by DAP and features native to the application, making it difficult to measure the impact of DAP solutions effectively.
• 😀 The DAP solution was particularly effective in reducing user errors, such as in the case of Mayotte agents who were initially making mistakes due to varying limits, which was corrected through targeted guidance.
• 😀 Moving forward, the main objectives include expanding the guidance solutions across all business applications, improving functionalities like guidance for business actions, and incorporating AI to enhance guidance capabilities.

Q & A

What was the initial objective for deploying digital adoption solutions at France Travail?

The initial objective was twofold: to provide internal users with information and support for their applications, and, if successful, to extend the same support to external users on the France Travail website (formerly pôleemploi.fr).

How did France Travail first get introduced to the concept of digital adoption solutions (DAP)?

France Travail was first introduced to digital adoption solutions through a relationship that began in 2016, initially for the development of a simulator for internal applications. Later, they discovered the potential of DAP solutions through the hosting of their media library, leading to the adoption of Canao in 2017.

What has been the growth in the deployment of guidance solutions across applications at France Travail?

The deployment of guidance solutions began with four applications in 2018 and grew to 16 applications by 2019. By 2024, 119 applications were covered, and the goal for 2025 is to have guidance on more than 150 applications.

What challenges does France Travail face in terms of their application ecosystem?

France Travail faces the challenge of managing a large and constantly evolving application ecosystem, with monthly updates and three major quarterly updates per year. This rapid pace of change can create difficulties in ensuring smooth user adoption and consistent use of the tools.

How has France Travail addressed technical support challenges as the scope of applications expanded?

As the scope of applications expanded, France Travail negotiated a dedicated service provider to support them on-site, with a consultant working closely with them for 210 days per year. This significantly improved responsiveness and resolved technical issues more efficiently.

What is the primary benefit of DAP solutions according to user feedback at France Travail?

The primary benefit of DAP solutions is the ability to provide context-specific guidance directly within applications, which reduces the need for users to search for information externally, such as in SharePoint or other document spaces.

What is the main difficulty France Travail faces in measuring the impact of DAP solutions?

The main difficulty is that users often cannot distinguish between native application features and the guidance provided by DAP solutions. This makes it challenging to measure the specific impact of the guidance in improving user performance and reducing support calls.

Can you provide an example of how DAP solutions have helped resolve a specific issue at France Travail?

An example is the issue with data entry for Mayotte, where users frequently exceeded the maximum allowed aid amount. By using DAP guidance to provide real-time, context-specific information, the number of support calls related to this issue was reduced to almost zero within just 1.5 weeks.

What are the key next steps for France Travail in relation to their digital adoption solutions?

The next steps include expanding guidance solutions to cover all 250 business applications, developing more advanced features such as guidance on business actions and collecting user feedback, and exploring the use of AI in enhancing the guidance provided by DAP solutions.

What aspects of the Canao platform are most appreciated by France Travail?

France Travail appreciates the ease of use of the Canao platform, which allows new employees to quickly learn and create complex guidance. The platform's stability is also crucial, as it supports a wide variety of applications and is adaptable to frequent updates without compromising performance.