Success story · Occupational health

ACMS supports its members on its new Espace Adhérent.

Q: Which application is covered?

Live: the member area, the ACMS web portal, with a progressive deployment in groups of 200 members.

ACMS members log in a few times a year and cannot be trained. K-NOW guides them inside the Espace Adhérent, at the moment they file their declaration.

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Espace Adhérent

kSTEP 1 / 3Open the declaration in progress.

kSTEP 2 / 3Select the establishment.kSTEP 3 / 3Submit the staff list.

K-NOW

Step-by-step guidance

Submit the staff list

K-STUDIO

Train

Practise on the billing declaration

Update an employee record

200members per deployment group

2declaration campaigns supported

1portal supported: the Espace Adhérent

The context

A new Espace Adhérent to get adopted.

ACMS, a specialist in occupational health, has launched a new Espace Adhérent. Members log in to update the information about their employees, but they do not know this portal yet.

The blind spot

You do not train users who are not your own employees.

Members cannot be gathered for training. They log in a few times a year, are overwhelmingly newcomers, and do not always have time to read the documentation made available to them.

The portal goes liveThe member receives their credentials.

A few months laterThey log in to file a declaration, with no landmarks.

Where it stallsAbandoning the declaration halfway through.

The scope

The application covered by the programme.

Espace Adhérent

ACMS web portal, deployed in groups of 200 members

Live

The solution

Support sits in the portal, available all year round.

ACMS chose K-NOW to support its members in real situations: login, consultation, navigation and data entry. The guidance for the first campaign was co-produced with Knowmore.

Guidance built into the portal

The member is supported on the screen, at the moment of the declaration.

Deployment in groups

The programme is extended progressively, in groups of 200 members.

Declaration campaigns covered

The staff list declaration, then the billing items declaration.

Anonymised statistics

ACMS follows consultations and entries in real time, in anonymised form.

Espace Adhérent

kSTEP 1 / 3Open the declaration in progress.

kSTEP 2 / 3Select the establishment.kSTEP 3 / 3Submit the staff list.

K-NOW

Step-by-step guidance

Submit the staff list

K-STUDIO

Train

Practise on the billing declaration

Update an employee record

The results

High usage and support available all year round.

High usage

ACMS observes high usage of the K-NOW content built into the portal.

Real-time monitoring

Anonymised statistics show how consultations and entries evolve.

Support all year round

Declarations are now offered throughout the year, on the anniversary date of each member’s contract.

Continuous improvement

Content is updated thanks to the comments members leave at the end of a guided journey.

The solution deployed

The solution deployed.

K-NOWDigital adoption platform

Being guided inside the portal, at the moment of the declaration.

K-NOW overlays step-by-step guidance and contextual help onto the portal already in place, and measures consultations and entries in anonymised form.

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Step-by-step guidance inside the portal
Contextual help and information
Anonymised consultation statistics
Comments collected at the end of a journey

Frequently asked questions

What we are asked about this deployment.

Does K-NOW replace training at ACMS?

There is no training possible: members are not ACMS employees. K-NOW is the support itself, available in the portal at the moment the member files a declaration.

Which application is covered?

Live: the Espace Adhérent, the ACMS web portal, with a progressive deployment in groups of 200 members.

How does the programme evolve?

Members leave a comment at the end of a guided journey, and the content is updated from that feedback. ACMS also follows consultations and entries in real time, in anonymised form.

What does it change day to day?

A member logging in twice a year is guided on the screen, from the first field to approval, and completes the declaration without calling ACMS.

They trust us