{"id":25018,"date":"2021-03-08T10:47:35","date_gmt":"2021-03-08T08:47:35","guid":{"rendered":"https:\/\/shortways.com\/?page_id=25018"},"modified":"2025-08-19T15:34:09","modified_gmt":"2025-08-19T14:34:09","slug":"evaluez-votre-dispositif-accompagnement-utilisateur","status":"publish","type":"page","link":"https:\/\/shortways.com\/fr\/evaluez-votre-dispositif-accompagnement-utilisateur\/","title":{"rendered":"\u00c9valuez votre dispositif d’accompagnement utilisateur"},"content":{"rendered":"

[et_pb_section fb_built=”1″ admin_label=”Landing Hero” _builder_version=”4.16″ use_background_color_gradient=”on” background_color_gradient_stops=”#1c4bd8 0%|#1780af 100%” background_color_gradient_start=”#1c4bd8″ background_color_gradient_end=”#1780af” background_image=”https:\/\/shortways.com\/wp-content\/uploads\/2020\/11\/coding-background-texture.jpg” background_blend=”overlay” custom_padding=”25px|0px|14px|0px||” animation_style=”slide” animation_direction=”top” animation_intensity_slide=”2%” locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ custom_margin=”|||” custom_width_px=”1280px” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.16″ header_font=”|on|||” header_font_size=”55px” header_line_height=”1.3em” background_layout=”dark” custom_padding=”|||” header_font_size_last_edited=”off|desktop” locked=”off” global_colors_info=”{}”]<\/p>\n

8 questions pour \u00e9valuer son dispositif d’accompagnement utilisateur<\/h1>\n
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\u00c9valuez votre\u00a0dispositif d’accompagnement utilisateurs<\/strong>\u00a0gr\u00e2ce \u00e0 notre\u00a0calculateur<\/strong>\u00a0en seulement 8 questions<\/strong> !<\/span><\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ _module_preset=”default” background_image=”https:\/\/shortways.com\/wp-content\/uploads\/2020\/11\/coding-dots.png” parallax=”on” width=”100%” custom_margin=”-2px|||||” custom_padding=”20px||30px|||” global_colors_info=”{}”][et_pb_row column_structure=”3_5,2_5″ _builder_version=”4.16″ _module_preset=”default” custom_padding=”||0px|||” global_colors_info=”{}”][et_pb_column type=”3_5″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ _module_preset=”default” background_enable_image=”off” parallax=”on” width=”100%” max_width=”100%” module_alignment=”left” custom_padding=”||0px||false|false” filter_brightness=”76%” inline_fonts=”Abel” global_colors_info=”{}”]<\/p>\n
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Au programme<\/span> :<\/strong><\/span><\/p>\n
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Pourquoi et comment structurer votre accompagnement utilisateur ?<\/em><\/a><\/li>\n
Avez-vous un bon dispositif d’accompagnement utilisateur ?<\/em><\/a><\/li>\n
Utilisez-vous la bonne fa\u00e7on de faire face \u00e0 tous les changements digitaux ?<\/em><\/a><\/li>\n<\/ul>\n<\/blockquote>\n
[\/et_pb_text][\/et_pb_column][et_pb_column type=”2_5″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/shortways.com\/wp-content\/uploads\/2021\/02\/discussion.jpeg” title_text=”\u00c9valuer mon dispositif d’accompagnement utilisateur” align=”right” align_tablet=”center” align_phone=”” align_last_edited=”on|phone” _builder_version=”4.16″ max_width=”100%” max_height=”325px” max_height_tablet=”400px” max_height_phone=”350px” max_height_last_edited=”on|phone” custom_margin=”|||” custom_padding=”|||” animation_style=”zoom” animation_direction=”left” animation_delay=”100ms” animation_intensity_zoom=”20%” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ _module_preset=”default” custom_padding=”||0px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ _module_preset=”default” custom_padding=”||0px|||” global_colors_info=”{}”]<\/p>\n
L<\/span>\u2019acc\u00e9l\u00e9ration\u00a0<\/span>de la transformation digitale<\/strong><\/span>\u00a0<\/span>a eu<\/span>\u00a0<\/span>un impact sur<\/span>\u00a0l<\/span>\u2019\u00e9volution\u00a0des m\u00e9tiers,\u00a0la fa\u00e7on de travailler,\u00a0<\/span>et\u00a0<\/span>naturellement<\/span>\u00a0<\/span>entra\u00een\u00e9\u00a0<\/span>le<\/span>\u00a0<\/span>d\u00e9veloppement d’outils\u00a0informatiques.<\/span><\/p>\n
Il\u00a0<\/span>faut donc\u00a0<\/span>accompagner les utilisateurs sur ces nouvelles\u00a0<\/span>applic<\/span>ation<\/span>s digitales<\/span><\/strong><\/span>, et on va vous expliquer pourquoi.<\/span><\/p>\n
Car\u00a0<\/span>bien\u00a0<\/span>adopter ses outils est super important<\/span>. Et qui dit bon accompagnement<\/span>,<\/span>\u00a0dit employ\u00e9s satisfaits<\/strong>.<\/span><\/p>\n
On vous propose ici d\u2019\u00e9valuer\u00a0votre\u00a0dispositif d\u2019accompagnement utilisateur<\/strong><\/span>.<\/span><\/p>\n
Pourquoi ? Car il faut l\u2019adapter aux nouvelles r\u00e9alit\u00e9s digitales<\/strong>. On ne peut plus accompagner \u00ab\u202f \u00e0 l\u2019ancienne \u202f\u00bb avec des formations pr\u00e9sentielles, manuels PDF,\u00a0<\/span>etc<\/span>.<\/span><\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ _module_preset=”default” custom_padding=”||0px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ _module_preset=”default” custom_padding=”||0px|||” global_colors_info=”{}”]<\/p>\n
Pour bien vous accompagner<\/span>\u00a0nous vous proposons de r\u00e9pondre dans cet article aux 3 questions suivantes :<\/span><\/p>\n
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P<\/span>ourquoi\u00a0<\/span>et comment\u00a0<\/span>structurer votre accompagnement utilisateur ?<\/span><\/a><\/li>\n
Avez-vous un bon dispositif d\u2019accompagnement utilisateur ?<\/a><\/li>\n
Utilisez-vous la bonne fa\u00e7on de faire face \u00e0 tous les changements digitaux ?<\/a><\/li>\n<\/ul>\n<\/ul>\n<\/ul>\n
Et pour que vous puissiez \u00e9valuer vous-m\u00eame votre dispositif, nous avons pr\u00e9vu un calculateur :<\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ _module_preset=”default” custom_padding=”14px||15px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_button button_url=”#calculateur-accompagnement” button_text=”\ud83d\udc49 Acc\u00e9der au calculateur” button_alignment=”left” button_alignment_tablet=”center” button_alignment_phone=”” button_alignment_last_edited=”on|desktop” _builder_version=”4.18.0″ _module_preset=”default” custom_button=”on” button_text_size=”17px” button_text_color=”#ffffff” button_bg_color=”#38abdd” button_border_width=”0px” button_border_radius=”100px” button_letter_spacing=”1px” button_icon=”7||divi||400″ box_shadow_style=”preset1″ box_shadow_blur=”26px” box_shadow_color=”#38b6e0″ global_colors_info=”{}”][\/et_pb_button][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ _module_preset=”default” custom_padding=”12px||0px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ _module_preset=”default” custom_padding=”||0px|||” global_colors_info=”{}”]<\/p>\n
Voyons \u00e7a ensemble !<\/strong><\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Landing Hero” module_id=”pourquoi-comment-accompagner” _builder_version=”4.16″ use_background_color_gradient=”on” background_color_gradient_stops=”#1c4bd8 0%|#38abdd 100%” background_color_gradient_start=”#1c4bd8″ background_color_gradient_end=”#38abdd” background_image=”https:\/\/shortways.com\/wp-content\/uploads\/2020\/11\/coding-background-texture.jpg” background_blend=”overlay” custom_padding=”25px|0px|14px|0px||” animation_style=”slide” animation_direction=”top” animation_intensity_slide=”2%” locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ custom_margin=”|||” custom_width_px=”1280px” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.16″ header_font=”|on|||” header_font_size=”42px” header_line_height=”1.3em” header_2_font_size=”42px” background_layout=”dark” custom_padding=”|||” header_font_size_last_edited=”off|desktop” locked=”off” global_colors_info=”{}”]<\/p>\n
POURQUOI ET COMMENT STRUCTURER VOTRE ACCOMPAGNEMENT UTILISATEUR ?<\/h2>\n
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I) Pourquoi accompagner vos utilisateurs sur leurs outils ?<\/span><\/h3>\n
[\/et_pb_text][et_pb_divider color=”#09e1c0″ divider_weight=”4px” disabled_on=”on|on|off” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” max_width=”40px” module_alignment=”left” custom_margin=”||10px|” animation_style=”zoom” animation_direction=”left” saved_tabs=”all” locked=”off” global_colors_info=”{}”][\/et_pb_divider][et_pb_text _builder_version=”4.16″ _module_preset=”default” text_font=”||||||||” text_text_color=”#8585bd” text_font_size=”16px” text_line_height=”1.9em” header_font=”||||||||” header_4_font=”|700|||||||” header_4_font_size=”16px” header_4_line_height=”1.9em” animation_style=”zoom” animation_intensity_zoom=”6%” global_colors_info=”{}”]<\/p>\n
Quels sont les \u00e9l\u00e9ments<\/strong> \u00e0 prendre en compte dans votre strat\u00e9gie de formation et d’accompagnement<\/strong> ?<\/span><\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ _module_preset=”default” background_image=”https:\/\/shortways.com\/wp-content\/uploads\/2020\/11\/coding-dots.png” parallax=”on” custom_padding=”0px||30px|||” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ _module_preset=”default” custom_padding=”29px||0px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”enjeux-deploiement” _builder_version=”4.17.1″ _module_preset=”default” custom_margin=”||0px|||” custom_padding=”||10px|||” global_colors_info=”{}”]<\/p>\n
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La formation des nouveaux arrivants est une\u00a0<\/b>n\u00e9cessit\u00e9<\/b><\/span><\/span><\/h4>\n<\/li>\n<\/ul>\n
Un employ\u00e9 bien form\u00e9 est un employ\u00e9 plus productif, performant et\u00a0impliqu\u00e9<\/span>.<\/span><\/strong><\/p>\n
Vous devez\u00a0<\/span>vous assurer que<\/span>\u00a0la formation de vos nouveaux arrivants\u00a0<\/span>s<\/span>oit efficace afin d\u2019atteindre vos objectifs, et que vos employ\u00e9s la jugent \u00e9galement efficace.<\/span><\/p>\n
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Selon\u00a0<\/span><\/i>Dynamic Signal<\/span><\/i>,\u00a0<\/span><\/i>85%\u00a0<\/span><\/i>des employ\u00e9s\u00a0<\/span><\/i>perdent au moins 1-2h de productivit\u00e9\u00a0<\/span><\/i>par<\/span><\/i>\u00a0semaine \u00e0 chercher une info<\/span><\/i>rmation,\u00a0<\/span><\/i>et\u00a0<\/span><\/i>36% ne savent pas o\u00f9 trouver l’info<\/span><\/i>rmation<\/span><\/i>\u00a0dont ils ont besoin pour travailler<\/span><\/i>.<\/span><\/i><\/p>\n<\/blockquote>\n
Car eux aussi ont de nouveaux objectifs, ou plut\u00f4t attentes \u2026<\/strong><\/span><\/p>\n
L\u2019apprenant moderne souhaite\u00a0<\/span>une formation \u00e0 la demande<\/span><\/strong>, o\u00f9 et quand il en ressent le besoin, et que cette formation soit ins\u00e9r\u00e9e dans son flux de travail<\/strong><\/span>, donc une formation digitalis\u00e9e<\/strong><\/span>.<\/span><\/p>\n
Les habitudes et besoins \u00e9voluent, mais\u00a0<\/span>le<\/span>\u00a0digital a ses limites et n\u2019est pas intuitif pour tous<\/span><\/strong>.<\/span><\/p>\n
N<\/span>otamment sur des logiciels m\u00e9tiers avec des sp\u00e9cificit\u00e9s et r\u00e9glementations particuli\u00e8res, bien que certaines g\u00e9n\u00e9rations soient plus\u00a0<\/span>\u00e0 l\u2019aise<\/span>\u00a0que d\u2019autres\u00a0<\/span>avec les codes des logiciels de messagerie instantan\u00e9e, de travail collaboratif, …<\/span><\/p>\n
[\/et_pb_text][et_pb_text module_id=”enjeux-deploiement” _builder_version=”4.16″ _module_preset=”default” custom_margin=”||0px|||” custom_padding=”12px||10px|||” global_colors_info=”{}”]<\/p>\n
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De\u00a0<\/b>plus<\/b>\u00a0en\u00a0<\/b>plus<\/b>\u00a0d\u2019outils<\/b>\u00a0sont \u00e0 ma\u00eetriser \u2026<\/b><\/span><\/h4>\n<\/li>\n<\/ul>\n
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Selon\u00a0une\u00a0<\/span>\u00e9tude d<\/span>\u2019Octobre 2020 de<\/span>\u00a0<\/span>Josh Bersin pour Deloitte<\/span><\/a>\u00a0\u00ab<\/span>\u00a0<\/span>La grande entreprise moyenne compte d\u00e9sormais 9,1 applications de talent de base (contre 7 en 2018) et d\u00e9pense 310 USD par employ\u00e9 et par an, soit une augmentation de 29% par rapport \u00e0 l’ann\u00e9e derni\u00e8re\u202f<\/span><\/i>\u00bb<\/span>.<\/span><\/p>\n<\/blockquote>\n
9 applications RH<\/strong><\/span>,\u00a0<\/span>on peut vite atteindre\u00a0<\/span>le double<\/strong>\u00a0<\/span>en\u00a0<\/span>ajoutant<\/span>\u00a0les autres applications quotidiennes actuelles \u00e0 ma\u00eetriser<\/strong> (CRM, ERP Finance, logiciel de visioconf\u00e9rence, \u2026).<\/span><\/p>\n
[\/et_pb_text][et_pb_text module_id=”enjeux-deploiement” _builder_version=”4.16″ _module_preset=”default” custom_margin=”||0px|||” custom_padding=”12px||10px|||” global_colors_info=”{}”]<\/p>\n
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\u2026 Qui \u00e9v<\/b>oluent\u00a0<\/b>sans cesse, et de plus en plus vite<\/b><\/span><\/h4>\n<\/li>\n<\/ul>\n
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Les apprenants n’ont que 1% du temps \u00e0 consacrer \u00e0 leur\u00a0<\/span><\/i>formation (<\/span><\/i>toujours\u00a0<\/span><\/i>selon\u00a0<\/span><\/i>Josh\u00a0Bersin<\/span><\/i>)<\/span><\/i><\/p>\n<\/blockquote>\n
Il n\u2019y a pas que<\/span>\u00a0les attentes des salari\u00e9s<\/span>\u00a0qui \u00e9voluent rapidement avec la transformation digitale<\/span>.<\/span><\/p>\n
Les outils subissent eux aussi des \u00e9volutions de plus en plus rapides.<\/strong><\/span><\/p>\n
Auparavant\u00a0<\/span>d\u00e9nombr\u00e9es<\/span>\u00a0annuellement, les \u00e9volutions peuvent d\u00e9sormais \u00eatre quotidiennes !<\/strong><\/span><\/span><\/p>\n
Il faut donc \u00eatre flexible et agile<\/strong> afin de se tenir \u00e0 jour dans l\u2019utilisation de leur plein potentiel<\/strong> !<\/span><\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ module_id=”bareme-maturite-digitale-outils” _builder_version=”4.16″ _module_preset=”default” use_background_color_gradient=”on” background_color_gradient_stops=”#1780af 0%|#38abdd 100%” background_color_gradient_start=”#1780af” background_color_gradient_end=”#38abdd” custom_padding=”0px||0px|||” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ header_font=”||||||||” header_2_font=”|700|||||||” header_2_text_color=”#7272ff” header_2_font_size=”36px” header_2_line_height=”1.3em” header_3_font_size=”36px” custom_margin=”||20px|” animation_style=”slide” animation_direction=”bottom” animation_intensity_slide=”10%” locked=”off” global_colors_info=”{}” header_font_size__hover=”30px” header_font_size__hover_enabled=”30px” header_letter_spacing__hover=”0px” header_letter_spacing__hover_enabled=”0px” header_text_shadow_style__hover=”none” header_text_shadow_style__hover_enabled=”none” header_text_shadow_color__hover=”rgba(0,0,0,0.4)” header_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)”]<\/p>\n
II) Que mettre en place pour accompagner vos utilisateurs sur leurs outils ?<\/span><\/h3>\n
[\/et_pb_text][et_pb_divider color=”#09e1c0″ divider_weight=”4px” disabled_on=”on|on|off” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” max_width=”40px” module_alignment=”left” custom_margin=”||10px|” animation_style=”zoom” animation_direction=”left” saved_tabs=”all” locked=”off” global_colors_info=”{}”][\/et_pb_divider][et_pb_text _builder_version=”4.16″ _module_preset=”default” text_font=”||||||||” text_text_color=”#8585bd” text_font_size=”16px” text_line_height=”1.9em” header_font=”||||||||” header_4_font=”|700|||||||” header_4_font_size=”16px” header_4_line_height=”1.9em” animation_style=”zoom” animation_intensity_zoom=”6%” global_colors_info=”{}”]<\/p>\n
L’accompagnement<\/strong> applicatif est donc super important : quel type de formation<\/strong> mettre en place ?<\/span><\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ _module_preset=”default” background_image=”https:\/\/shortways.com\/wp-content\/uploads\/2020\/11\/coding-dots.png” parallax=”on” custom_padding=”0px||30px|||” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ _module_preset=”default” custom_padding=”30px||0px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”enjeux-deploiement” _builder_version=”4.16″ _module_preset=”default” inline_fonts=”Metropolis Bold” global_colors_info=”{}”]<\/p>\n
Les diff\u00e9rents d<\/b><\/span>ispositifs d\u2019accompagnement qui existent<\/span> :<\/b><\/span><\/p>\n
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Les m<\/b>anuel<\/b>s<\/b>\u00a0utilisateur<\/b><\/span>s<\/span> :<\/b><\/span><\/h4>\n<\/li>\n<\/ul>\n
Autrefois en format papier, ils sont aujourd’hui plut\u00f4t \u00e9lectronis\u00e9s en format PDF.<\/p>\n
V<\/span>olumineux, difficile<\/span>s<\/span>\u00a0\u00e0 maintenir, et\u00a0<\/span>peu pratique<\/span>s<\/span>\u00a0<\/span>\u00e0 utiliser\u00a0<\/span>lorsqu\u2019il s\u2019agit d\u2019y<\/span>\u00a0retrouver l\u2019information souhait\u00e9e et l\u2019appliqu<\/span>er<\/span>\u00a0<\/span>sans \u00eatre\u00a0<\/span>directement\u00a0<\/span>face \u00e0 l\u2019interface<\/span>, ils sont av\u00e9r\u00e9s<\/strong><\/span>\u00a0<\/span>peu<\/span>\u00a0performant<\/span>s<\/span><\/strong>.<\/span><\/p>\n
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La formation\u00a0<\/b><\/span>pr\u00e9sentielle<\/span> :<\/b><\/span><\/h4>\n<\/li>\n<\/ul>\n
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D\u2019apr\u00e8s une \u00e9tude de 2014 du\u00a0Research\u00a0Institute of America, le t<\/i>aux de r\u00e9tention d\u2019information des formations e-learning\u00a0<\/i>se situe\u00a0<\/i>entre 25 et 60 %, contre 8 \u00e0 10 % en pr\u00e9sentiel<\/i>.<\/i><\/strong><\/span><\/p>\n<\/blockquote>\n
Synonyme d\u2019organisation des plannings, de d\u00e9placements \u00e0 pr\u00e9voir,\u00a0<\/span>et donc de frais financiers plut\u00f4t \u00e9lev\u00e9s, elle est de plus en plus remise en question notamment suite \u00e0 la crise sanitaire<\/strong>.<\/span><\/p>\n
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La formation par des utilisateurs cl\u00e9s<\/span> :<\/b><\/span><\/h4>\n<\/li>\n<\/ul>\n
Semblable \u00e0 la formation pr\u00e9sentiel<\/span>le<\/span>, elle est d\u00e9livr\u00e9e par des utilisateurs cl\u00e9s d\u00e9fini<\/span>s<\/span>\u00a0par l\u2019organisation.<\/span>\u00a0Ces derniers\u00a0<\/span>ont la charge<\/span>\u00a0de former leurs coll\u00e8gues sur leurs outils, mais cette t\u00e2che leur est plut\u00f4t chronophage<\/strong> et\u00a0<\/span>leur\u00a0<\/span>apporte peu de\u00a0valeur ajout\u00e9e<\/strong>.<\/span><\/p>\n
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Les modules\u00a0<\/b><\/span>e-learning<\/span> :<\/b><\/span><\/h4>\n<\/li>\n<\/ul>\n
Premier niveau de digitalisation<\/strong> compl\u00e8te de la formation, ces modules de formation sont accessibles sur\u00a0<\/span>des logiciels<\/span>\u00a0\/ sites \/ bases de connaissances\u00a0<\/span>sp\u00e9cifiques sous la forme de cours, de\u00a0QCM<\/span>s<\/span>, ou encore<\/span>\u00a0de<\/span>\u00a0vid\u00e9os explicatives.<\/span><\/p>\n
Cependant,\u00a0<\/span>ils<\/span>\u00a0ne sont pas directement int\u00e9gr\u00e9s<\/strong> dans les logiciels en question<\/span>\u00a0\u00e0 l\u2019endroit et au moment o\u00f9 l\u2019utilisateur en a besoin\u00a0<\/span>lors de l\u2019ex\u00e9cution d\u2019une t\u00e2che.<\/span><\/p>\n
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Les\u00a0<\/b>plateforme<\/b>s<\/b><\/span>\u00a0d\u2019adoption digitale<\/span> :<\/b><\/span><\/h4>\n<\/li>\n<\/ul>\n
Autre dispositif compl\u00e8tement digitalis\u00e9<\/strong>, l<\/span>a\u00a0<\/span>plateforme d\u2019adoption digitale<\/span><\/a>\u00a0<\/span>est\u00a0plus avanc\u00e9e et\u00a0<\/span>se mat\u00e9rialise\u00a0<\/span>par des<\/span>\u00a0micro-modules\u00a0de formation\u00a0<\/span>sous la forme de<\/span>\u00a0bulles d\u2019information<\/span>s<\/span>\u00a0<\/span>et pas-\u00e0-pas\u00a0<\/span>contextualis\u00e9<\/span>s<\/span>\u00a0et adapt\u00e9s au profil<\/span>\u00a0utilisateur<\/span><\/strong>,\u00a0<\/span>afin d<\/span>e l\u2019<\/span>accompagner dans l\u2019ex\u00e9cution d\u2019une t\u00e2che directement sur son \u00e9cran<\/strong>.<\/span><\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ module_id=”bareme-maturite-digitale-outils” _builder_version=”4.16″ _module_preset=”default” use_background_color_gradient=”on” background_color_gradient_stops=”#1780af 0%|#38abdd 100%” background_color_gradient_start=”#1780af” background_color_gradient_end=”#38abdd” custom_padding=”0px||0px|||” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ header_font=”||||||||” header_2_font=”|700|||||||” header_2_text_color=”#7272ff” header_2_font_size=”36px” header_2_line_height=”1.3em” header_3_font_size=”36px” custom_margin=”||20px|” animation_style=”slide” animation_direction=”bottom” animation_intensity_slide=”10%” locked=”off” global_colors_info=”{}” header_font_size__hover=”30px” header_font_size__hover_enabled=”30px” header_letter_spacing__hover=”0px” header_letter_spacing__hover_enabled=”0px” header_text_shadow_style__hover=”none” header_text_shadow_style__hover_enabled=”none” header_text_shadow_color__hover=”rgba(0,0,0,0.4)” header_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)”]<\/p>\n
III) Le support informatique<\/span><\/h3>\n
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Mais il n’y a pas que la formation qui accompagne l’utilisateur<\/strong> … il y a aussi le support informatique<\/strong> !<\/span><\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ _module_preset=”default” background_image=”https:\/\/shortways.com\/wp-content\/uploads\/2020\/11\/coding-dots.png” parallax=”on” custom_padding=”0px||30px|||” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ _module_preset=”default” custom_padding=”30px||0px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”enjeux-deploiement” _builder_version=”4.16″ _module_preset=”default” custom_margin=”||21px|||” custom_padding=”||0px|||” global_colors_info=”{}”]<\/p>\n
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Comment accompagner\u00a0<\/b>\u00e0 l\u2019instant T<\/b><\/span> ?<\/b><\/span><\/span><\/h4>\n<\/li>\n<\/ul>\n
Les dispositifs d\u2019accompagnement utilisateur \u00e9nonc\u00e9s<\/span>\u00a0<\/span>pr\u00e9c\u00e9demment<\/span>\u00a0ne permettent pas t<\/span>oujours de r\u00e9pondre \u00e0 toutes les questions.<\/span><\/p>\n
D\u2019autres\u00a0moyens existent pour\u00a0<\/span>renforcer l\u2019autonomisation de l\u2019utilisat<\/span>eur<\/span>\u00a0et l\u2019<\/span>accompagner \u00e0 l\u2019instant T<\/span><\/strong>\u00a0gr\u00e2ce \u00e0 du \u00ab\u202f\u00a0<\/span>self-help<\/b><\/span>\u202f \u00bb :<\/span><\/p>\n
– FAQ<\/strong><\/span> : biblioth\u00e8que de contenus r\u00e9pondant aux questions les plus fr\u00e9quentes<\/span><\/p>\n
– Portail intranet<\/span><\/strong><\/span> : manuel PDF<\/span>, base de connaissances<\/span>\u00a0ou autres informations disponibles sur un environnement interne<\/span><\/p>\n
– Chatbot\u00a0de support<\/strong><\/span> : petit pop-up souvent disponible en bas \u00e0 droite d’une page, il permet d\u00e9sormais d’\u00eatre automatis\u00e9 et de proposer des r\u00e9ponses gr\u00e2ce \u00e0 un algorithme bas\u00e9 sur des mots-cl\u00e9s et du contenu int\u00e9gr\u00e9.<\/span><\/p>\n
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Qui r\u00e9pond aux questions fonctionnelles des utilisateurs\u202f<\/b>sur leurs outils<\/b><\/span> ?<\/b><\/span><\/span><\/h4>\n<\/li>\n<\/ul>\n
Mais il faut aussi pr\u00e9voir un dispositif permettant \u00e0 l\u2019utilisateur de pouvoir contacter une personne d\u00e9di\u00e9e<\/strong> \u00e0 m\u00eame de lui r\u00e9pondre s\u2019il ne trouve pas la r\u00e9ponse<\/strong> \u00e0 son probl\u00e8me malgr\u00e9 toutes ces aides :<\/span><\/p>\n
– Un utilisateur cl\u00e9<\/span><\/p>\n
– Le chef de projet applicatif<\/span><\/p>\n
– Une \u00e9quipe de support local<\/span><\/p>\n
– Une \u00e9quipe de support m\u00e9tier centralis\u00e9e<\/span><\/p>\n
– Une \u00e9quipe de support informatique centralis\u00e9e<\/span><\/p>\n
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Q<\/strong>uels canaux pour les demandes de support<\/b><\/span> ?<\/b><\/span><\/span><\/h4>\n<\/li>\n<\/ul>\n
Ainsi,\u00a0<\/span>le support utilisateurs<\/a> est un \u00e9l\u00e9ment cl\u00e9<\/strong> et peut \u00eatre c<\/span>ontact\u00e9<\/span>\u00a0<\/span>par diff\u00e9rents moyens et plateformes :<\/span><\/p>\n
– T\u00e9l\u00e9phone<\/span><\/p>\n
– Email<\/span><\/p>\n
– R\u00e9seau social d\u2019entreprise<\/span><\/p>\n
– Chatbot<\/span><\/p>\n
– Outil\u00a0ticketing (par\u00a0<\/span>saisie de\u00a0<\/span>demandes d\u2019assistance int\u00e9gr\u00e9es<\/span><\/a>\u00a0<\/span>ou\u00a0non)<\/span><\/p>\n
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Quel d\u00e9lai de r\u00e9ponse aux questions fonctionnelles des utilisateurs<\/b><\/span> ?<\/b><\/span><\/span><\/h4>\n<\/li>\n<\/ul>\n
Les <\/strong><\/span>demandes <\/span>ne sont <\/span>pas toujours bien\u00a0<\/span>qualifi\u00e9es<\/span><\/strong>\u00a0par les utilisateurs<\/strong> qui ne sont pas des experts techniques. Ainsi,\u00a0<\/span>l<\/span>es nombreux \u00e9changes allers-retours de qualification <\/strong>des demandes\u00a0<\/span>peuvent\u00a0<\/span>rallonger le<\/span>\u00a0d\u00e9lai de r\u00e9ponse<\/span><\/strong>, impactant directement la productivit\u00e9<\/strong> et l\u2019activit\u00e9 de l\u2019entreprise.<\/span><\/p>\n
\ud83d\udca1Des demandes qualifi\u00e9es et contextualis\u00e9es<\/a> sont saisissables depuis n’importe quel \u00e9cran directement depuis l’\u00e9cran de l’application gr\u00e2ce \u00e0 la plateforme Shortways<\/a> !<\/span><\/p>\n
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[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ module_id=”bareme-maturite-digitale-outils” _builder_version=”4.16″ _module_preset=”default” use_background_color_gradient=”on” background_color_gradient_stops=”#1780af 0%|#38abdd 100%” background_color_gradient_start=”#1780af” background_color_gradient_end=”#38abdd” custom_padding=”0px||0px|||” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ header_font=”||||||||” header_2_font=”|700|||||||” header_2_text_color=”#7272ff” header_2_font_size=”36px” header_2_line_height=”1.3em” header_3_font_size=”36px” custom_margin=”||0px|||” animation_style=”slide” animation_direction=”bottom” animation_intensity_slide=”10%” locked=”off” global_colors_info=”{}” header_font_size__hover=”30px” header_font_size__hover_enabled=”30px” header_letter_spacing__hover=”0px” header_letter_spacing__hover_enabled=”0px” header_text_shadow_style__hover=”none” header_text_shadow_style__hover_enabled=”none” header_text_shadow_color__hover=”rgba(0,0,0,0.4)” header_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)”]<\/p>\n
La satisfaction utilisateur est la cons\u00e9quence d’un bon dispositif d’accompagnement<\/span><\/h3>\n
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Ce qui implique\u00a0<\/span>u<\/span>n mode de<\/strong> formation<\/span> adapt\u00e9<\/strong><\/span>,\u00a0<\/span>un d\u00e9lai de r\u00e9ponse court<\/strong> aux demandes d\u2019assistance,\u00a0<\/span>et u<\/span>n pilotage de l\u2019utilisation<\/strong> de la solution d\u2019accompagnement<\/span>.<\/span><\/p>\n
En effet,\u00a0<\/span>le dispositif d\u2019accompagnement doit \u00eatre analys\u00e9 et pilot\u00e9<\/strong><\/span>, pour suivre les \u00e9volutions constantes des demandes et des attentes.<\/span><\/p>\n
Avec une plateforme d\u2019adoption digitale, vous\u00a0<\/span>avez acc\u00e8s \u00e0 des\u00a0dashboards et statistiques<\/a><\/strong>\u00a0<\/span>pour<\/span>\u00a0voir les pas-\u00e0-pas les plus jou\u00e9s, les mots-cl\u00e9s les plus recherch\u00e9s<\/span>,<\/span>\u00a0et\u00a0<\/span>ainsi\u00a0<\/span>cr\u00e9er ou modifier du contenu de formation en cons\u00e9quence.<\/span><\/p>\n
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\u00c9VALUER MON DISPOSITIF D’ACCOMPAGNEMENT UTILISATEUR<\/h2>\n
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Pr\u00eat(e) \u00e0 \u00e9valuer votre accompagnement utilisateur ?<\/span><\/h3>\n
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Maintenant que vous avez compris les enjeux<\/strong> de l’accompagnement utilisateur : passons \u00e0 la pratique<\/strong> !<\/span><\/p>\n
\ud83d\udc47 <\/span><\/span><\/span>Faites le test<\/strong> en seulement 8 questions !<\/span><\/p>\n
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