Avec la transformation numérique des entreprises, le canal web devient progressivement prépondérant dans la relation client. Les sites internet d’entreprise sont passés en quelques années de simples supports de communication institutionnelle à de vraies applications en ligne qui couvrent des processus allant de la commercialisation des offres jusqu’au support client, en passant par la mise en œuvre opérationnelle et le selfcare.
Dans ce cadre, l’image de l’entreprise et la qualité de la relation client sont fortement liées à la manière dont les clients perçoivent les services en ligne offerts par l’entreprise. L’efficacité du parcours client web, c’est-à-dire la facilité avec laquelle les clients peuvent se retrouver dans la complexité fonctionnelle du ou des sites internet proposés par l’entreprise, est un facteur prépondérant (mais pas exclusif) auquel il faut porter une attention particulière.
LE MYTHE DU PORTAIL UNIQUE
L’idée de rassembler l’ensemble des fonctionnalités proposées aux clients dans un site web unique, avec une contextualisation permettant à chacun de trouver exactement ce dont il a besoin est au mieux une utopie et au pire une belle ânerie.
Pour être exact, c’est une option qui peut être envisagée dans le cas de petites structures qui ne proposent qu’une offre limitée de services en ligne, ou pour des entreprises qui peuvent s’inscrire facilement dans des offres génériques (par exemple du e-commerce) et qui pourront se tourner vers des solutions progicielles complètes. En revanche, pour les autres, le portail unique est une autre histoire.
Quand une partie des services proposés en ligne aux clients sont portés par des briques du système d’information ou des composants progiciels, quand il y a plusieurs directions métier différentes en charge des activités et des processus outillés sur le web et quand les cas d’usages clients sont variés, rassembler toute les fonctionnalités dans un même site internet tient de la gageure technique et organisationnelle. En outre, cela risque fort d’être contreproductif en termes de ressenti utilisateur et de coûts de maintenance.
PRIVILÉGIER L’APPROCHE MODULAIRE
Quand une approche monolithique n’est pas envisageable, la bonne solution consiste à privilégier une approche modulaire et à répartir les processus et les fonctionnalités proposées en ligne aux clients sur différentes briques applicatives web interconnectées, en adoptant une approche opportuniste.
L’idée est d’appliquer le même principe que celui qu’on retrouve sur nos téléphones ou sur nos ordinateurs : un système d’exploitation(OS) qui constitue un point d’entrée et un socle fonctionnel, et des applications qui couvrent des pans fonctionnels plus spécifiques.
Les différents modules peuvent ainsi évoluer indépendamment les unes des autres, suivre une gouvernance différente et des choix technologiques opportunistes sans contraintes sur l’ensemble.
Le parcours client est alors réparti sur les différentes briques web, avec la possibilité de l’adapter avec un minimum d’efforts aux différents cas d’usage.
CRÉER L’ILLUSION
S’il est techniquement et financièrement préférable de répartir les fonctionnalités proposées aux clients sur plusieurs briques techniques, il est en revanche indispensable de maintenir un parcours continu, simple et cohérent vu des clients. Les points suivants constituent une check list à suivre pour donner le sentiment d’un ensemble harmonieux aux clients.
> Les points non négociables
- Le système d’authentification des différentes briques techniques doit être commun (SSO), et la gestion de comptes utilisateurs centralisée. Il n’est pas envisageable d’obliger les utilisateurs à se reconnecter d’une fonctionnalité à l’autre.
- Les briques applicatives doivent être correctement interconnectées: le passage de l’une à l’autre doit s’accompagner d’une transmission de contexte permettant de bénéficier de toutes les infos disponibles, et en particulier d’éviter des saisies d’informations inutiles.
- Le parcours utilisateur doit être clairement structuré autour d’un point focal, qui concentre les accès à l’ensemble des autres briques, et les liens entre les briques réduits au minimum. Cela n’interdit pas d’accéder directement aux différentes briques (pour des cas d’usages très opérationnels, par exemple).
- La navigation doit être contextualisée en fonction du profil et des habilitations de chaque utilisateur : hors de question de les noyer sous des montagnes d’options ou de fonctionnalités inutiles ou non accessibles.
- Les redondances fonctionnelles entre les différentes briques sont à bannir. Les utilisateurs gèrent leur compte à un seul endroit, consultent leurs factures à un seul endroit, etc.
> Les points très appréciables
L’illusion d’un parcours « sans couture » est bien entendue plus simple à obtenir si les différentes briques applicatives sont homogènes du point de vue graphique et ergonomique.
- Utiliser des chartes graphiques cohérentes entre les différentes briques applicatives. Il n’est pas systématiquement possible, ni même souhaitable d’avoir exactement les mêmes chartes graphiques (on peut souhaiter par exemple distinguer différents espaces thématiques de manière particulière) mais l’idéal est de conserver des éléments graphiques communs permettant de constituer un fil conducteur significatif.
- Harmoniser les principes et les moyens de navigation, pour permettre aux utilisateurs de se déplacer plus facilement entre et au sein des différents modules.
- Harmoniser les moyens d’accès à l’information, la logique de présentation des données et les modes d’accès aux fonctionnalités (menus, boutons, etc.)
Si ces derniers points ne sont pas toujours simples à mettre en œuvre dans une approche modulaire, ils ne constituent généralement ni des points de blocage, ni des irritants significatifs pour les utilisateurs.
Construire un parcours client efficace, c’est avant tout prendre en compte ce que le client perçoit réellement, et lui mettre à disposition les informations et les fonctionnalités dont il a besoin de la manière la plus intuitive possible. La manière dont les fonctionnalités sont implémentées techniquement n’est pas significative du moment que l’utilisateur a le sentiment d’une articulation logique et cohérente avec ses usages des services en ligne dont il a besoin. Sous réserve d’appliquer les principes qui garantissent cette perception client, la mise en place d’une approche modulaire permettra d’appliquer une posture technique opportuniste, de simplifier la gouvernance et de limiter les coûts.
Pour découvrir une application concrète : Schéma directeur des portails clients B2B de La Poste
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