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EDF

Validation of dematerialised processes

Need

Run user test sessions to validate the roll-out of dematerialised electricity meters

EDF's Marketing Department wants to use the Internet as a key communication medium with its customers. As part of this strategy, a project has been launched to defer and dematerialise, via the Web, management processes such as the commissioning of electricity meters.

As part of the development work on this project, EDF's Marketing Department asked Human Design Group to set up and manage a user test session to validate the design principles adopted by EDF and to assess the usability of the paperless commissioning procedure.

Intervention

As part of this assignment, Human design Group was responsible for :

  • Drawing up and structuring the user test protocol: the methodology and conduct of the user test as well as the material and logistical resources for collecting and processing data (technical devices for observing users in situations of use);
  • Identifying and recruiting the user panel according to EDF's desired characteristics;
  • Carrying out a pre-test in order to validate the phasing and duration of the various stages of the user test (questionnaires, scenarios, interviews, etc.) as well as the operation of the technical equipment;
  • The actual execution of the user test with the target panel and the analysis of the data resulting from this test. The analysis made it possible to objectively assess the overall usability of the paperless procedure and to identify in detail the principles and HMI elements that hinder the usability of the service;
  • Identifying recommendations and possible HMI solutions to optimise and increase the usability of the service.

Results

  • In line with EDF's expectations, the user test carried out by Human Design Group assessed, via a user panel, the ease of use of the electricity contract subscription process. The user test assessed the significance of the textual content integrated into the process, the overall logic of the subscription process in relation to user logic and needs, and the simplicity of the navigation and interface mechanisms; ;
  • The implementation of this user test also provided recommendations for optimising the overall usability of the process and, ultimately, ensuring that the service is acceptable to users.
EDF: logo
CustomerEDF
SectorIndustry, Tertiary
ProjectUser test sessions
Websitewww.edf.fr