{"id":3172,"date":"2017-12-15T12:17:05","date_gmt":"2017-12-15T11:17:05","guid":{"rendered":"http:\/\/egroup.be\/?p=3172"},"modified":"2020-09-24T17:32:21","modified_gmt":"2020-09-24T15:32:21","slug":"l-experience-client-rendre-experience-client-defaillante-1-2","status":"publish","type":"post","link":"https:\/\/egroup.be\/fr\/l-experience-client-rendre-experience-client-defaillante-1-2\/","title":{"rendered":"UX \/ exp\u00e9rience client &#8211; Comment rendre votre exp\u00e9rience client d\u00e9faillante ? &#8211; \u00e0 ne pas faire ;-)"},"content":{"rendered":"<p>De nombreuses \u00e9tudes ont mis le doigt sur un taux d\u2019\u00e9chec tr\u00e8s \u00e9lev\u00e9 (jusqu\u2019\u00e0 70 %) lors de la mise en place de projets devant conduire \u00e0 un changement au sens large du terme (projets informatiques, rationalisation des processus, lancement de nouveaux produits, etc.).<\/p>\n<p>Ce taux d\u2019\u00e9chec se traduit le plus souvent par:<\/p>\n<ul>\n<li>un d\u00e9passement des budgets,<\/li>\n<li>un allongement du temps de livraison<\/li>\n<li>ou un faible succ\u00e8s commercial.<\/li>\n<\/ul>\n<p><strong>Voici quelques principes \u00e0 suivre si vous voulez \u00eatre \u00e0 la t\u00eate d\u2019une soci\u00e9t\u00e9 qui offre des produits de faible qualit\u00e9.<\/strong><\/p>\n<h4>1. Accorder plus d\u2019importance \u00e0 la technique qu\u2019aux fonctionnalit\u00e9s<\/h4>\n<p>La tr\u00e8s grande majorit\u00e9 des projets \u00e0 composante technologique est dirig\u00e9e en privil\u00e9giant les aspects techniques. Apr\u00e8s une (parfois tr\u00e8s br\u00e8ve) \u00e9valuation de la situation et des objectifs (ex : mettre en place un nouvel intranet), le choix de la technologie et son d\u00e9ploiement monopolise la quasi totalit\u00e9 des ressources du projet.<\/p>\n<p>Par contre, peu d\u2019intervenants (parfois aucun !) portent leur attention sur ce qui sera vraiment int\u00e9ressant pour l\u2019utilisateur et pour d\u00e9terminer m\u00e9thodiquement comment mettre en place la solution propos\u00e9e. Un projet ne devrait pas \u00eatre conduit uniquement par des \u00e9quipes techniques ou informatiques, mais aussi par les responsables \u00ab m\u00e9tier \u00bb, qui sont les acteurs les plus capables de comprendre les enjeux du projet, d\u2019apporter leur connaissance du terrain et d\u2019orienter les d\u00e9cisions, de la phase d\u2019analyse \u00e0 celles de la mise en oeuvre et du suivi.<\/p>\n<h4>2. Ne pas prendre en consid\u00e9ration son public-cible<\/h4>\n<p>\u00ab <em>Nous devons d\u00e9velopper une interface pour un logiciel financier en ligne et nous allons faire quelque chose \u00e0 la Iphone<\/em> \u00bb (c\u2019est-\u00e0-dire qui s\u2019inspire du mod\u00e8le de l&#8217;Iphone d\u2019Apple) disait il y a quelques ann\u00e9es un client lors d\u2019une r\u00e9union.<br \/>\n\u00ab <em>En voil\u00e0 une excellente initiative !<\/em> \u00bb, lanc\u00e8rent \u00e0 l\u2019unisson les Product managers . \u00ab <em>L\u2019Iphone, c\u2019est dans l\u2019air du temps et Apple est en g\u00e9n\u00e9ral tr\u00e8s performant quant il s\u2019agit de technologie<\/em> \u00bb. C\u2019\u00e9tait ignorer un gros probl\u00e8me \u00e0 venir\u2026<br \/>\nLe mod\u00e8le \u00e9conomique mis en place par Apple pour son Iphone s\u2019est sans aucun doute av\u00e9r\u00e9 tr\u00e8s performant. Le succ\u00e8s commercial de ce Smartphone est \u00e9vident, car le produit a \u00e9t\u00e9 pens\u00e9 pour un public pr\u00e9cis et pour une utilisation bien \u00e9valu\u00e9e.<\/p>\n<p>Dans cet exemple, il n\u2019y avait rien en commun entre le mod\u00e8le de l\u2019entreprise (logiciels financiers) et le c\u00e9l\u00e8bre appareil mobile. La cible \u00e9tait \u00e9galement tout \u00e0 fait diff\u00e9rente : d\u2019un c\u00f4t\u00e9 un produit de large consommation ciblant majoritairement des amateurs de nouvelles technologies et de l\u2019autre un produit de niche visant \u00e0 faire gagner du temps \u00e0 des d\u00e9cideurs financiers. Pire encore, l\u2019environnement d\u2019utilisation est tout \u00e0 fait diff\u00e9rent. D\u2019un c\u00f4t\u00e9, une interface mobile, de l\u2019autre une application intranet-extranet. Ce n\u2019est \u00e9videmment pas la m\u00eame chose !\u00a0Copier ce mod\u00e8le aveugl\u00e9ment n\u2019avait bien entendu aucun int\u00e9r\u00eat, et c&#8217;est que l&#8217;\u00e9quipe de design a tent\u00e9 de d\u00e9fendre, mais en vain.<\/p>\n<p>Malheureusement, l\u2019id\u00e9e fit son chemin, malgr\u00e9 les tentatives de recentrer le d\u00e9bat sur les utilisateurs-cibles et le fonctionnement. Les cons\u00e9quences ne se firent pas attendre. Le produit prit de nombreux mois de retard lors de son d\u00e9veloppement (afin de ressembler \u00e0 iOS) et les premiers tests d\u00e9montr\u00e8rent qu\u2019il \u00e9tait trop complexe \u00e0 utiliser et inadapt\u00e9.<br \/>\nIl a fallut ensuite de nombreux autres mois pour tirer les conclusions de l\u2019\u00e9chec et mettre enfin en place une solution adapt\u00e9e aux utilisateurs et \u00e0 leur mani\u00e8re de travailler. Des co\u00fbts consid\u00e9rables auraient pu \u00eatre \u00e9vit\u00e9s si les utilisateurs-cibles avaient \u00e9t\u00e9 consid\u00e9r\u00e9s comme la priorit\u00e9 d\u00e9s le d\u00e9but du projet.<\/p>\n<h4>3. Se baser sur le bon sens et non sur des faits<\/h4>\n<p>\u00ab <em>Je pense que les clients veulent ces fonctionnalit\u00e9s !<\/em> \u00bb. \u00ab <em>J\u2019ai l\u2019impression que cela ne fonctionnera jamais !<\/em> \u00bb. \u00ab <em>On a toujours fait comme \u00e7a !<\/em> \u00bb. Voil\u00e0 des affirmations fr\u00e9quemment entendues lors de r\u00e9unions. Ces d\u00e9clarations ne sont que des hypoth\u00e8ses souvent biais\u00e9es, non valid\u00e9es et, dans le pire des cas, des erreurs de jugement.<br \/>\nTous les jours ou presque, des projets pesant parfois plusieurs millions d\u2019euros sont fond\u00e9s sur de tels raccourcis.<\/p>\n<h4>4. Ne pas tester fr\u00e9quemment<\/h4>\n<p>On ne rappellera jamais assez l\u2019importance d\u2019atteindre rapidement le stade d\u2019une premi\u00e8re \u00e9bauche d&#8217;un produit mettant en valeur l\u2019int\u00e9r\u00eat de celle-ci du point de vue des utilisateurs. Il est crucial de leur montrer tr\u00e8s rapidement les premiers b\u00e9n\u00e9fices possibles gr\u00e2ce \u00e0 l\u2019utilisation du produit.<br \/>\nDu c\u00f4t\u00e9 des d\u00e9veloppeurs, tester un prototype permet de r\u00e9orienter une analyse fonctionnelle sur des bases plus concr\u00e8tes.<\/p>\n<p>Dans le prochain article, nous vous pr\u00e9senterons les caract\u00e9ristiques d\u2019une exp\u00e9rience clients\/utilisateurs de qualit\u00e9.<\/p>\n<hr \/>\n<h3>Plus d&#8217;informations ?<\/h3>\n<p><strong>Vous \u00eates charg\u00e9 d\u2019un projet pour lequel l\u2019ergonomie est une valeur ajout\u00e9e ? <\/strong><\/p>\n<p><a href=\"http:\/\/egroup.be\/fr\/#contact\">Contactez-nous pour un entretien d&#8217;information et\/ou pour b\u00e9n\u00e9ficier de nos services.<\/a><\/p>","protected":false},"excerpt":{"rendered":"<p>De nombreuses \u00e9tudes ont mis le doigt sur un taux d\u2019\u00e9chec tr\u00e8s \u00e9lev\u00e9 (jusqu\u2019\u00e0 70 %) lors de la mise en place de projets devant conduire \u00e0 un changement au sens large du terme (projets informatiques, rationalisation des processus, lancement de nouveaux produits, etc.). Ce taux d\u2019\u00e9chec se traduit le plus souvent par: un d\u00e9passement [&hellip;]<\/p>","protected":false},"author":3,"featured_media":3225,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_vp_format_video_url":"","_vp_image_focal_point":[],"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[7,16],"tags":[],"class_list":["post-3172","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles","category-design"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>UX \/ exp\u00e9rience client - Comment rendre votre exp\u00e9rience client d\u00e9faillante ? - \u00e0 ne pas faire ;-) - ergolabs group - UX \/ UI agency \/ usability<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/egroup.be\/fr\/l-experience-client-rendre-experience-client-defaillante-1-2\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"UX \/ exp\u00e9rience client - Comment rendre votre exp\u00e9rience client d\u00e9faillante ? - \u00e0 ne pas faire ;-) - ergolabs group - UX \/ UI agency \/ usability\" \/>\n<meta property=\"og:description\" content=\"De nombreuses \u00e9tudes ont mis le doigt sur un taux d\u2019\u00e9chec tr\u00e8s \u00e9lev\u00e9 (jusqu\u2019\u00e0 70 %) lors de la mise en place de projets devant conduire \u00e0 un changement au sens large du terme (projets informatiques, rationalisation des processus, lancement de nouveaux produits, etc.). Ce taux d\u2019\u00e9chec se traduit le plus souvent par: un d\u00e9passement [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/egroup.be\/fr\/l-experience-client-rendre-experience-client-defaillante-1-2\/\" \/>\n<meta property=\"og:site_name\" content=\"ergolabs group - UX \/ UI agency \/ usability\" \/>\n<meta property=\"article:published_time\" content=\"2017-12-15T11:17:05+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-09-24T15:32:21+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/egroup.be\/wp-content\/uploads\/2018\/04\/negative-space-business-woman-laptop-calendar-1024x768.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"768\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Sacha Kocovski\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Sacha Kocovski\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture est.\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/egroup.be\/l-experience-client-rendre-experience-client-defaillante-1-2\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/egroup.be\/l-experience-client-rendre-experience-client-defaillante-1-2\/\"},\"author\":{\"name\":\"Sacha Kocovski\",\"@id\":\"https:\/\/egroup.be\/#\/schema\/person\/fc2ba0627b169b6ea1d99818587a33df\"},\"headline\":\"UX \/ exp\u00e9rience client &#8211; Comment rendre votre exp\u00e9rience client d\u00e9faillante ? 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