Sébastien Debrauwere

Project for the GDF-SUEZ Sales branch, Saint-Ouen, France


• Analysis of user requests and user needs regarding desktop, messaging and software services (analysis, validation and transmission of the technical elements to the technical teams)
• Analysis of defects regarding desktop delivery processes, messaging services processes process mapping with Visio in order to get the inputs, the outputs and the value stream, user oriented focus and analysis, and sustained quality improvement approach (as ITIL)
• Analysis of defects regarding the e-mail user agent design process for outsourced call centres (process mapping, user oriented focus, sustained quality improvement approach)


• Improvement of the newcomer process (design of a new form to get all the necessary details, a faster computer delivery and a faster user mail agent design)
• Optimisation of the e-mail user agent design process for the outsourced call centres

The client, Sagem Monetel, a company specialised in countertop terminals, asked Attoma Design to redesign their user guides. The guides were too technical, too complex for Sagem Monetel customers (restaurant owners, chemists, doctors, shopkeepers). More than 50 000 guides have been published in France.

Proceeding :
> Interviews of different users to understand their needs, their criticizes
> Information architecture analysis and users needs analysis
> Redaction of an audit report with a special focus on user oriented design
> Redaction of the business requirements of the project
> User oriented design to optimise guides usability (simplification of the information architecture, rewriting of the contents, simplification of the graphic presentation)
> Definition of a test and roll-out plan