Public service contract relating to training in “User pathways”

Administrative simplification is among the priorities of the SPW and FW-B governments as evidenced by the Community Policy Declaration/Regional Policy Declaration 2024-2029. In this context of transformation of public services, the challenge is to improve the experience lived by users while strengthening the accessibility, coherence and effectiveness of the services provided. This involves placing users at the heart of improvement initiatives, in order to better understand their needs and expectations, but also to identify action levers allowing services, processes and tools to be adapted. Relying on the experience of users consists of taking into account all of their perceptions, interactions and feelings regarding a service or tool, before, during and after its use. This approach should make it possible to move from understanding the lived experience, via different devices for listening and collecting the voices of users, to the identification of concrete actions for improvement. In this regard, user journeys constitute a tool for modeling and visualizing this lived experience. They make it possible to structure the lessons learned from listening to users and translate them into concrete opportunities for improvement. To progress in a logic of continuous improvement, the construction of user pathways constitutes a major lever. This approach makes it possible to identify points of friction, to highlight the gaps between the experience experienced by users and the expected experience, to question internal processes and to prioritize improvement actions. It thus aims to support the management of services, administrative simplification and the implementation of more accessible, coherent and effective solutions.