Flexibility and reactivity, improvement of the problem solving rate, access to real time information, automation of service reports… The digital tools developed by attoma and Enedis, in line with the technicians' expectations and constraints, will increase operational efficiency as well as the company’s performance and therefore the service quality, provided to its 36 million clients.
Enedis, top electricity distribution network provider in France, appointed our agency to rethink the user experience of the 15 000 field technicians and their digital tools. Undergoing a digital as well as a social transformation, with the convergence of the rôles of client technician and network technician, the company is determined to truly take its colleagues operational requirements into account.
How can this be achieved? By opting for a design process focused on the user. “On the ground, the technicians were using digital tools thought out by business specialists, which instead of facilitating their tasks, made them more complicated, explains Mathieu Aveline, project manager at Enedis. Attoma’s strength resides in its defence of the users throughout the whole process.”
First of all, our consultants carried out a field study to determine the technicians’ business requirements and practices. Form these insights, they listed the main areas concerned and determined the technician’s typical working day, during interactive workshops held with the Enedis stakeholders. This phase helped determine a shared vision of the role of the next-generation field technician, by both the ground workforce and the decision makers.
Thereafter, attoma assisted Enedis in the conception and development of 2 priority service concepts: the mobile applications “Ma Journée” and “Mon Bon d'Intervention”. Our agency managed co-design workshops with the project team, the IT Department and the developers to create and validate the screen workflows, along with the interactions and the transitions between them. Clickable demos were also produced for the end-user tests. “The speed of execution helped fuel the employee commitment and adherence towards the project”, Mathieu Aveline points out.