{"id":13909,"date":"2018-10-19T20:17:29","date_gmt":"2018-10-19T23:17:29","guid":{"rendered":"https:\/\/www.mjvinnovation.com\/case-studies\/redesign-streaming-service-center\/"},"modified":"2018-10-19T20:17:29","modified_gmt":"2018-10-19T23:17:29","slug":"redesign-streaming-service-center","status":"publish","type":"case-studies","link":"https:\/\/www.mjvinnovation.com\/fr\/projets-realises\/redesign-streaming-service-center\/","title":{"rendered":"Repenser l\u2019exp\u00e9rience du service client d\u2019un des plus importants services de streaming de films du pays"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Les plateformes de streaming ont r\u00e9invent\u00e9 la consommation de musique et de films. Avec l\u2019objectif de repenser l&rsquo;exp\u00e9rience du client dans son service \u00e0 la client\u00e8le, une grande plateforme de streaming de films a fait appel \u00e0 MJV pour comprendre les besoins de l&rsquo;utilisateur et am\u00e9liorer la navigation sur le site, en plus de favoriser la redirection vers la plateforme elle-m\u00eame.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">La croissance acc\u00e9l\u00e9r\u00e9e de cette industrie a \u00e9galement augment\u00e9 l\u2019exigence d\u2019une\u00a0 assistance \u00e0 l&rsquo;utilisateur, dans la recherche de la solution aux probl\u00e8mes de mani\u00e8re simple et agile. Et les canaux traditionnels, tels que les centrales d&rsquo;appels et les FAQ, ne r\u00e9pondaient d\u00e9j\u00e0 plus aux attentes des clients.\u00a0<\/span><\/p>\n<p><b>To do, doing, done : un projet agile et int\u00e9gr\u00e9<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Le projet est n\u00e9 d&rsquo;une nouvelle conception : ce fut le premier dans laquelle MJV a m\u00e9lang\u00e9 des m\u00e9thodologies agiles et des m\u00e9thodes traditionnelles de gestion. L&rsquo;\u00e9quipe a compt\u00e9 sur la pr\u00e9sence d&rsquo;un g\u00e9rant de projet, travaillant avec le Product Owner (client), en int\u00e9grant le client \u00e0 l&rsquo;\u00e9quipe.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">L&rsquo;objectif principal fut la r\u00e9duction des \u00e9valuations n\u00e9gatives dans les articles du service d&rsquo;aide \u00e0 la client\u00e8le et, par cons\u00e9quent, d&rsquo;\u00e9viter la surcharge des centrales d&rsquo;assistance. Pour cela, nous sommes all\u00e9s comprendre les contextes de r\u00e9solution de probl\u00e8mes et le comportement de l&rsquo;utilisateur.<\/span><\/p>\n<p><b>Comprendre le comportement de l\u2019utilisateur<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Lors d\u2019interviews exploratoires et en profondeur, nous avons parl\u00e9 avec des utilisateurs de diverses r\u00e9gions du pays. Du fait d\u2019\u00eatre une entreprise avec un fort concept de love brand, il y a eu une pr\u00e9occupation de garantir que les informations soient collect\u00e9es en provenance d\u2019utilisateurs fid\u00e8les \u00e0 la marque, dont les besoins refl\u00e9taient les points \u00e0 am\u00e9liorer.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Parmi les questions soulev\u00e9es, on trouvait :<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Fluidit\u00e9 du parcours du client aupr\u00e8s du service client\u00e8le ;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Principaux sc\u00e9narios de probl\u00e8mes qui les am\u00e8nent \u00e0 entrer en contact ;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Degr\u00e9 d\u2019autonomie de l\u2019\u00e9quipe pour r\u00e9soudre le probl\u00e8me ;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Habitudes de recherche sur la plateforme.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u00c0 ce niveau, nous avons con\u00e7u le plan du site, avec l\u2019objectif d&rsquo;\u00e9valuer les flux d&rsquo;interactivit\u00e9. Nous avons \u00e9galement effectu\u00e9 des tests d&rsquo;utilisabilit\u00e9 guid\u00e9s, qui ont simul\u00e9 la r\u00e9solution de divers probl\u00e8mes. L&rsquo;objectif \u00e9tait d&rsquo;\u00e9valuer les facteurs de temps et de pr\u00e9cision de r\u00e9solution de t\u00e2ches, la r\u00e9ponse \u00e9motionnelle et le r\u00e9glage des commandes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nous avons aussi utilis\u00e9 des outils tels que des cartes de chaleur pour recueillir des informations sur les clics, le taux d\u2019intermittence entre onglets et les habitudes de recherche sur la plateforme.\u00a0<\/span><\/p>\n<p><b>Cocr\u00e9er pour transformer des attentes en r\u00e9alit\u00e9<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Apr\u00e8s les phases d&rsquo;immersion et d&rsquo;analyse, le point central d&rsquo;attention est devenu l&rsquo;optimisation du temps pass\u00e9 aupr\u00e8s de la centrale et l&rsquo;agilit\u00e9 dans le service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Mais il restait \u00e0 r\u00e9pondre \u00e0 une question cruciale : qu&rsquo;est-ce qui poussait les utilisateurs \u00e0 acc\u00e9der \u00e0 la plateforme, mais \u00e0 mal \u00e9valuer les articles, en augmentant le nombre d&rsquo;appels vers le service \u00e0 la client\u00e8le ? La r\u00e9ponse: les contenus ne r\u00e9solvaient pas les probl\u00e8mes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Lorsque nous avons crois\u00e9 diff\u00e9rentes donn\u00e9es, telles que les r\u00e9ponses aux interviews, les r\u00e9sultats des tests d\u2019UX et les donn\u00e9es de cartes de chaleur, nous avons constat\u00e9 que le plus grand besoin des utilisateurs \u00e9tait le manque d&rsquo;assistance pour les recherches sur la plate-forme de streaming elle-m\u00eame.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">En pratique, l&rsquo;utilisateur esp\u00e9rait trouver, dans la centrale d\u2019assistance, aussi bien des r\u00e9ponses concernant des probl\u00e8mes techniques, qu\u2019\u00e0 propos de la recherche de films et d&rsquo;autres contenus.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">La diversit\u00e9 de la base d\u2019utilisateurs \u00e9tait importante, \u00e9tant form\u00e9e de jeunes adultes, de familles enti\u00e8res et m\u00eame d\u2019enfants, Sur base de ces informations, nous avons cr\u00e9\u00e9 diff\u00e9rents personas de r\u00e9solution de probl\u00e8mes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Apr\u00e8s la segmentation, nous avons r\u00e9alis\u00e9 des workshops de cocr\u00e9ation afin de prioriser les meilleures solutions. De ces sessions a surgi l\u2019id\u00e9e de repenser le site et de mettre en \u0153uvre un m\u00e9canisme de recherche complet.<\/span><\/p>\n<p><b>Pirater le backlog : Manuel d\u2019Article<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Sur base de ces id\u00e9es, nous avons inclus une nouvelle r\u00e9alisation non pr\u00e9vue dans le projet initial\u00a0: un Manuel d\u2019Articles. La solution fut d\u00e9velopp\u00e9e \u00e0 partir d\u2019une nouvelle plateforme de gestion de contenu, int\u00e9gr\u00e9e au support interne, \u00e0 YouTube et au nouveau syst\u00e8me de recherches, en apportant un support d\u2019informations \u00e0 l\u2019utilisateur, de\u00a0 sorte qu\u2019il puisse \u00e9claircir ses doutes de mani\u00e8re plus objective.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nous avons \u00e9galement produit un Manuel de Contenu avec des directives, qui incluent :<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Pr\u00e9f\u00e9rer des textes sous forme de mode d\u2019emploi \u00e9tape par \u00e9tape ;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Ajouter l\u2019option de sauver l\u2019article ;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Indiquer un temps moyen de lecture de chaque article ;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Am\u00e9liorer la signalisation d\u2019articles li\u00e9s ;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">R\u00e9activer des vid\u00e9os explicatives, afin de rendre plus visuelles et didactiques les instructions de solution de probl\u00e8mes.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">La manuel a permis que les collaborateurs internes de l\u2019entreprise produisent des contenus assertifs de mani\u00e8re ind\u00e9pendante.<\/span><\/p>\n<p><b>Exp\u00e9rience de l\u2019utilisateur au centre : la restructuration du site<\/b><\/p>\n<p><span style=\"font-weight: 400;\">L\u2019implantation d&rsquo;outils de monitoring et d&rsquo;UX a servi de base \u00e0 nos d\u00e9cisions strat\u00e9giques et nous a permis d&rsquo;avoir des visions quantitatives et qualitatives des insights.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nous avons r\u00e9alis\u00e9 des tests d&rsquo;utilisabilit\u00e9 pr\u00e9sentiels et \u00e0 distance pour consolider la port\u00e9e de la solution et nous avons valid\u00e9 le prototype sur base de l&rsquo;am\u00e9lioration de la navigation de 20 000 utilisateurs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">En utilisant les m\u00eames outils, nous avons obtenu comme outputs les donn\u00e9es de tous les \u00e9crans et cartes de chaleur g\u00e9n\u00e9r\u00e9s. Nous avons aussi r\u00e9alis\u00e9 un tableau comparatif entre la version pr\u00e9c\u00e9dente et celle modifi\u00e9e sur les types de contenus acc\u00e9d\u00e9s et la fluidit\u00e9 des parcours.<\/span><\/p>\n<p><b>Solution : am\u00e9lioration des performances et un plus<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Par le biais de r\u00e9unions de checkpoint et d\u2019un roadmap d\u00e9taill\u00e9 depuis le d\u00e9but, nous avons garanti l\u2019alignement des attentes du P.O. et des steakholders par rapports aux \u00e9tapes des livraisons.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Les principales valeurs g\u00e9n\u00e9r\u00e9es furent :<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">La cr\u00e9ation de personas centr\u00e9s sur la r\u00e9solution de probl\u00e8mes ;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Le redesign de la centrale d\u2019assistance ;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">L\u2019\u00e9laboration d\u2019un Manuel d\u2019Article ;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">La formation en copywriting ;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Le remodelage et le d\u00e9veloppement d\u2019un syst\u00e8me de recherche intelligent ;<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">En visant \u00e0 profiter de la richesse d\u2019informations collect\u00e9es durant le projet, nous avons fait une nouvelle proposition\u00a0: la cr\u00e9ation d\u2019une centrale d\u2019assistance diff\u00e9rente, augment\u00e9e de nouvelles features valid\u00e9es par les utilisateurs, et qui mettrait plus de temps \u00e0 \u00eatre mise en \u0153uvre. La proposition fut accept\u00e9e et a \u00e9t\u00e9 \u00e0 l\u2019origine d\u2019un nouveau roadmap de livraisons incr\u00e9mentielles.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"Comment l&rsquo;optimisation de l&rsquo;exp\u00e9rience client a permis le d\u00e9veloppement d\u2019un syst\u00e8me int\u00e9gr\u00e9 de recherches pour optimiser le service","protected":false},"author":6,"featured_media":1678,"parent":0,"template":"","categories":[1627,1635],"tags":[],"class_list":["post-13909","case-studies","type-case-studies","status-publish","has-post-thumbnail","hentry","category-agile-methodology-fr","category-design-thinking-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Repenser l\u2019exp\u00e9rience du service client d\u2019un des plus importants services de streaming de films du pays - MJV Technology &amp; Innovation<\/title>\n<meta name=\"description\" content=\"Comment l&#039;optimisation de l&#039;exp\u00e9rience client a permis le d\u00e9veloppement d\u2019un syst\u00e8me int\u00e9gr\u00e9 de recherches pour optimiser le service\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.mjvinnovation.com\/fr\/projets-realises\/redesign-streaming-service-center\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Improving the service center experience of a movie streaming service\" \/>\n<meta property=\"og:description\" content=\"How we improve the experience and increase positive evaluations of the service center restructuring of one of Brazil\u2019s largest movie streaming platforms.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.mjvinnovation.com\/fr\/projets-realises\/redesign-streaming-service-center\/\" \/>\n<meta property=\"og:site_name\" content=\"MJV Technology &amp; 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