{"id":933,"date":"2021-07-29T15:46:21","date_gmt":"2021-07-29T13:46:21","guid":{"rendered":"https:\/\/kitods.urssafmipy.fr\/?p=933"},"modified":"2022-08-22T15:18:07","modified_gmt":"2022-08-22T13:18:07","slug":"la-courbe-dexperience","status":"publish","type":"post","link":"https:\/\/kitods.urssafmipy.fr\/index.php\/2021\/07\/29\/la-courbe-dexperience\/","title":{"rendered":"La courbe d&rsquo;exp\u00e9rience"},"content":{"rendered":"<p>[et_pb_section fb_built=\u00a0\u00bb1&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb0px|||||\u00a0\u00bb][et_pb_row _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb1px|||||\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_font_size=\u00a0\u00bb22px\u00a0\u00bb text_orientation=\u00a0\u00bbcenter\u00a0\u00bb]<\/p>\n<p><strong><em>L&rsquo;exp\u00e9rience utilisateur<\/em><\/strong><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=\u00a0\u00bb1_3,1_3,1_3&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb border_width_bottom=\u00a0\u00bb1px\u00a0\u00bb border_color_bottom=\u00a0\u00bb#B7DFDE\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb][et_pb_column type=\u00a0\u00bb1_3&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_image src=\u00a0\u00bbhttps:\/\/kitods.urssafmipy.fr\/wp-content\/uploads\/2021\/08\/personnesb.png\u00a0\u00bb title_text=\u00a0\u00bbpersonnesb\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb width=\u00a0\u00bb20%\u00a0\u00bb][\/et_pb_image][et_pb_text _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_font_size=\u00a0\u00bb16px\u00a0\u00bb text_orientation=\u00a0\u00bbcenter\u00a0\u00bb]<\/p>\n<p>En groupe<\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_3&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_image src=\u00a0\u00bbhttps:\/\/kitods.urssafmipy.fr\/wp-content\/uploads\/2021\/08\/tempsr.png\u00a0\u00bb title_text=\u00a0\u00bbtempsr\u00a0\u00bb _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb width=\u00a0\u00bb20%\u00a0\u00bb module_alignment=\u00a0\u00bbcenter\u00a0\u00bb][\/et_pb_image][et_pb_text _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_font_size=\u00a0\u00bb16px\u00a0\u00bb text_orientation=\u00a0\u00bbcenter\u00a0\u00bb]<\/p>\n<p><span>20 min<\/span><\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_3&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_image src=\u00a0\u00bbhttps:\/\/kitods.urssafmipy.fr\/wp-content\/uploads\/2021\/08\/materielb.png\u00a0\u00bb title_text=\u00a0\u00bbmaterielb\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb width=\u00a0\u00bb20%\u00a0\u00bb][\/et_pb_image][et_pb_text _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_font_size=\u00a0\u00bb16px\u00a0\u00bb text_orientation=\u00a0\u00bbcenter\u00a0\u00bb]<\/p>\n<p>Courbes d&rsquo;exp\u00e9rience vierges, post-its<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=\u00a0\u00bb1_2,1_2&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_text_color=\u00a0\u00bb#F9D5C7&Prime; text_font_size=\u00a0\u00bb20px\u00a0\u00bb]<\/p>\n<p style=\"text-align: center;\"><strong>Objectifs<\/strong><\/p>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_font_size=\u00a0\u00bb16px\u00a0\u00bb]<\/p>\n<p>La courbe d&rsquo;exp\u00e9rience permet une visualisation de toutes les zones d&rsquo;insatisfaction et d&rsquo;inconfort qu&rsquo;\u00e9prouve l&rsquo;utilisateur, l&rsquo;usager lors de son exp\u00e9rience de l&rsquo;offre de service.<\/p>\n<p>Elle permet de traduire ces zones n\u00e9gatives en Besoins.<\/p>\n<p>Elle permet aussi de cr\u00e9er des personas et des sc\u00e9narios d&rsquo;usages r\u00e9els et cr\u00e9dibles.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb background_color=\u00a0\u00bb#F9D5C7&Prime; custom_padding=\u00a0\u00bb5px|5px||5px|false|false\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_text_color=\u00a0\u00bb#FFFFFF\u00a0\u00bb text_font_size=\u00a0\u00bb20px\u00a0\u00bb]<\/p>\n<p style=\"text-align: center;\"><strong>Consignes<\/strong><\/p>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_font_size=\u00a0\u00bb16px\u00a0\u00bb custom_padding=\u00a0\u00bb|5px|5px|5px|false|false\u00a0\u00bb]<\/p>\n<p>Au moment soit de l&#8217;empathie, soit de la d\u00e9finition , faire r\u00e9aliser aux \u00e9quipes les courbes d&rsquo;exp\u00e9riences li\u00e9es \u00e0 l&rsquo;utilisation d&rsquo;une offre existante, d&rsquo;un outil ou li\u00e9es \u00e0 une tentative de contact des services&#8230;<\/p>\n<p>Faire positionner les \u00e9v\u00e8nements sur la courbe suivant le niveau de satisfaction, relier les points, griser les zones sous ordonn\u00e9es, r\u00e9duire les besoins, d\u00e9finir les vrais probl\u00e9matiques.<\/p>\n<p>Pour mieux comprendre, cr\u00e9er devant eux une courbe d&rsquo;exp\u00e9rience simple et qui parle \u00e0 tout le monde (Ordonn\u00e9e : temps \/ Abscisse : niveau de satisfaction)<\/p>\n<ul>\n<li>Ce matin je me suis lev\u00e9e t\u00f4t (un point en bas de l&rsquo;ordonn\u00e9e)<\/li>\n<li>J&rsquo;ai pris ma douche (point en haut)<\/li>\n<li>J&rsquo;ai subi les embouteillages (redescente)<\/li>\n<li>Je vous ai vus (mont\u00e9e en fl\u00e8che)<\/li>\n<li>Je n&rsquo;ai pas eu le temps de boire mon caf\u00e9 (redescente)<\/li>\n<\/ul>\n<p>Relier les points et griser en bas de l&rsquo;ordonn\u00e9e = besoins \/ les indiquer sur des post-its (besoin de sommeil, besoin de circuler, besoin de caf\u00e9..)<\/p>\n<p>Collecter les post-its besoins, les cat\u00e9goriser et les traduire en d\u00e9fis pour commencer l&rsquo;id\u00e9ation&#8230;<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=\u00a0\u00bb1_2,1_2&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb background_color=\u00a0\u00bb#B7DFDE\u00a0\u00bb custom_padding=\u00a0\u00bb5px|5px|5px|5px|false|false\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_text_color=\u00a0\u00bb#FFFFFF\u00a0\u00bb text_font_size=\u00a0\u00bb20px\u00a0\u00bb]<\/p>\n<p style=\"text-align: center;\"><strong>Mod\u00e8les \/ exemples\u00a0<\/strong><\/p>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_font_size=\u00a0\u00bb16px\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; sticky_enabled=\u00a0\u00bb0&Prime;]<\/p>\n<p>Exemple de courbe d&rsquo;exp\u00e9rience : <a href=\"https:\/\/kitods.urssafmipy.fr\/index.php\/exemple-courbe-dexperience\/\" title=\"exemple\" target=\"_blank\" rel=\"noopener\">ici<\/a><\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_text_color=\u00a0\u00bb#B7DFDE\u00a0\u00bb text_font_size=\u00a0\u00bb20px\u00a0\u00bb]<\/p>\n<p style=\"text-align: center;\"><strong>Astuces<\/strong><\/p>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb text_font_size=\u00a0\u00bb16px\u00a0\u00bb]<\/p>\n<p>Pr\u00e9parer en amont les parcours de vie, les situations \u00e0 soumettre dans lesquels l&rsquo;usager peut raconter sa propre exp\u00e9rience et donc facilement s&rsquo;exprimer&#8230; En recenser d&rsquo;autres si besoin avec les usages pr\u00e9sents<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; 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