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Designing new digital services for jobseekers

Need

Human design Group is helping Pôle emploi to implement a digital transformation of the services offered to jobseekers.

With a view to controlling costs and optimising the availability of its services, Pôle emploi has, for some years now, been working to digitally transform its services for jobseekers, both in terms of placement and compensation. As part of this process, the organisation is looking at ways of dematerialising the letters used to certify that financial compensation has been paid and the situation of the jobseeker receiving it. To this end, Pôle emploi is drawing on the expertise of Human Design Group to determine the risks and conditions for success of this digital transformation.

CustomerPôle Emploi
SectorTertiary
ProjectDigital transformation support
Websitewww.pole-emploi.fr

Intervention

In order to identify the obstacles and levers to this digital transformation, Human design Group carried out a field study structured as follows:

  • A series of interviews with members of the project team and a study of existing documentation to understand the process of generating and sending the mail concerned, as well as the challenges of the overall project and the ergonomics study.
  • Data was collected on the ground in Pôle emploi branches, both from jobseekers and from the staff themselves. The interviews carried out enabled us to identify jobseekers' needs and uses of this letter, the requests made by organisations and administrations to jobseekers for this document and the level of understanding of the information provided in the current letter.
  • Jobseekers were put through their paces and asked to retrieve Pôle emploi documents via the various channels available (digital terminal, telephone, website).
  • Analysis of the various data collected to answer the questions posed by the digital transformation considered.
Pôle Emploi: logo

Results

The study carried out by Human Design Group has enabled us to objectivise and rationalise our knowledge of how jobseekers and administrative bodies use the statement of situation.

Through a well-argued study report, the conditions for the successful dematerialisation of mail and, more generally, of this type of service are presented. digital transformation were presented, enabling the project team to make the right decisions both in terms of the process for making the mail available and the format of the document itself.