Comment enrichir l'évaluation des offres du groupe France telecom orange dans une perspective de simplicité?: retour sur la pratique en centre de tests clients grand public France

Abstract

This article describes the practice of the ergonomists of the group FT Orange working in the Customers Test Center of Rennes. It resumes the usual methods to evaluate the utilisability of products and services according to the criteria of the Standard ISO 9241-11: the objective measures supply direct indications of efficiency and effectiveness, the subjective measures can be directly connected in felt customer (satisfaction on the simplicity). It wonders about the evolution of the practice which would take into account the other elements presented in the literature (emotional constituent, cost, aesthetics, utility, etc.) to collect and measure the perception of the customer in a constant concern of simplification of the major offers.