Expérience client (CX et UX)
Reflections and insights on CX, service design, inclusive design, and more.
Too often, I have seen user experience considered too late in large enterprise or organizational projects. UX consultants or designers are often brought in only at the product development phase, which …
Continue Reading about User Experience (UX) in a Business Case (BC) →
In a competitive B2B market, becoming a leader doesn’t rely solely on innovation or product quality. Having the best product in the world won’t help if no one knows you exist… or if your clients give …
Continue Reading about Creating a Customer Journey Map to Optimize Your Marketing →
Every four years, school service centers are required to produce a Plan d'engagement vers la réussite (PEVR). This tool outlines a center's major orientations, aimed at encouraging and supporting …
Continue Reading about PEVR – How to Survey a Large Group of People →
A few days before the arrival of summer, I received a call from a client who wanted to optimize her digital platform. She wanted to advance it technically to support the organizational strategic …
Continue Reading about Digital Transformation: How Use Cases Can Be Useful? →
The Ministry of Energy and Natural Resources (MERN) made a commitment, through its “Strategic Plan 2018-2021: improving the quality of services”, to improve its service delivery to citizens. My …
Cabico is a Coaticook-based manufacturer of kitchen and bathroom cabinets, selling 90% of its products in the United States. Following an acquisition, Cabico aimed to enhance the experience of its …
Continue Reading about B2B: Enhanced Customer Experience for Cabico →
The Commission for Standards, Equity, Health, and Safety at Work – CNESST (formerly CSST) was committed to modernizing its service delivery to its clientele, particularly by developing digital tools …
Continue Reading about User Survey to Modernize the Customer Journey at CNESST →
Place aux jeunes en région has set up a website which has become the main digital platform used to link migration agents and their clienteles with a settlement project in the region. Always keen to …
