La French Polynesia and its archipelagos constitute a territory the size of Europe. Given the extent of the territory, the quality of services offered is becoming more and more a priority for these islands.
Internet access, physical access, user needs and expectations differ and require an empathetic look at the various uses of public services in order to improve them and to facilitate their access.
La DMRA decided in 2023 to set up the co-creation of a Polynesian quality label for public services in order to meet the needs identified. CAPE GEM specialized in quality consulting, who was called in to support the project, called on MAB Studio Design in the design of co-creation tools And the accompanying of the stakeholders in the Design Thinking approach.
For reasons of confidentiality, only part of the process will be presented on this page.
The objective, in order to properly identify the needs of the label, was to start from a Blank page. Indeed, many labels exist and most are put in place without having integrated all the stakeholders. This is how the Design Thinking intervenes. By taking up this approach in this co-construction project, this makes it possible to best target the needs in the territories identified, but also to open up a path oflistens And of sharing to users of public services.
The Design Thinking approach is essential for the smooth running of the project. Through its key stages, it makes it possible to address needs in a concrete way and to reassure the public about the iterative nature of his approach, but also that of Label polynesian in time.
Ainsi 7 ateliers, de 10 à 15 participants (employés des services publics confondus), ont eu lieu en Juin 2023. Durant chaque session, 3 groupes étaient formés afin de travailler sur 3 profils d'usagers différents : l'usager particulier, l'usager professionnel et l'usager de l'administration.
L'empathy map est un outil qui s'est révélé très pertinent grâce aux données fournies par la DMRA (enquêtes, études, verbatims...) et au travail d'équipe des participants, qui possèdent également une expérience de terrain. Ces derniers sont à la fois des usagers particuliers dans leur vie privée (permis de conduire, impôts, démarches administratives...) et des usagers de l'administration, avec des besoins et des frustrations spécifiques concernant le fonctionnement existant. En ce qui concerne les usagers professionnels, la plupart sont également amenés à les accompagner dans leurs démarches et à connaitre précisément leurs besoins dans le parcours administratif.
Once the global vision After considering the feelings of the various users, it is time to tell a story, to give more tangible the needs of the user of public services. The persona is of course the most appropriate tool for this. However, it is essential that workshop participants can also login and create identities that are as close as possible to the people for whom public services are intended. Get away from prejudices and get as close as possible to the reality in order to clearly identify the needs on which the Label can develop and therefore be relevant. So 8 portraits of locals were created and proposed to participants in order to help them better visualize the persona they co-created and to enter a Empathy phase more advanced.
At the end of each workshop, the data and identified needs were collected in order to begin the development of the label. This included the formatting of swaps And the co-construction of the various elements of the workshop. Based on collective work, the creation of Final characters was crucial in emphasizing that this label is intended for a diversity of users, each with its commonalities And its peculiarities.
promoted by the Polynesian Presidency in order to provide a quality of service to all users of Polynesia, taking into account its geographical and cultural particularities. An adventure rich in encounters, creativity and learning!
