Success story · Public service & employment

France Travail supports more than 150 business applications.

France Travail delivers help directly inside its applications with K-NOW. Users find the information at the moment of the action, without leaving their screen or searching an external document.

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kSTEP 1 / 3Open the claimant’s file.

kSTEP 2 / 3Enter the region of attachment.kSTEP 3 / 3Save the declaration.

K-NOW

Step-by-step guidance

Complete a declaration end to end

K-STUDIO

Train

Practise on a new version

Check a supporting document

150+business applications supported

250applications in the portfolio

2016start of the partnership with Knowmore

The context

A broad application portfolio serving employment.

France Travail runs around 250 business applications for very different audiences: advisers, support functions, players in the employment ecosystem. Monthly updates and major releases force everyone to keep adapting.

The blind spot

An application that changes every month cannot be learned once and for all.

Training covers one version. A few weeks later the screen has moved, a rule has changed, and the user is alone in front of the novelty at the very moment they have to deliver.

Initial trainingThe application is learned in the version of the day.

The next updateThe screen changes, and so does the rule.

Where it stallsNobody alongside at the moment of entry.

The scope

What the programme covers today.

More than 150 business applications

Out of a portfolio of around 250 applications, still expanding

Live

The solution

From the first pilot to more than 150 applications.

A first pilot was launched in 2017 on the HR application Cyrus. After contracting in 2018, the scope grew year after year to pass 150 applications, with a dedicated guidance team and strengthened governance since 2023.

Contextual information

The useful help appears at the field concerned, without leaving the application.

Guidance kept in step with releases

The content evolves with functional updates and business processes.

A dedicated guidance team

An internal team and strengthened governance have run the programme since 2023.

Input controls

Controls placed on sensitive fields stop the error before it is saved.

kSTEP 1 / 3Open the claimant’s file.

kSTEP 2 / 3Enter the region of attachment.kSTEP 3 / 3Save the declaration.

K-NOW

Step-by-step guidance

Complete a declaration end to end

K-STUDIO

Train

Practise on a new version

Check a supporting document

The results

Adoption at scale, fewer errors.

More than 150 applications supported

The programme keeps expanding across the information system.

Information at the right moment

Users find help in their working environment, not in an external document.

Fewer errors and support calls

An input control deployed in Mayotte sharply reduced errors and support calls within weeks.

Autonomous teams

New contributors create and manage the guidance themselves after two to three months.

Video testimonial

Video: how France Travail scaled a digital adoption platform to 150+ applications

Hervé Cambon, Head of Application Guidance at France Travail, explains how the K-NOW digital adoption platform grew from a 2017 pilot to more than 150 business applications. Video in French with English subtitles.

The solution deployed

The solution deployed.

K-NOWDigital adoption platform

Being guided inside the application, at the moment of the action.

K-NOW overlays step-by-step guidance, contextual help and input controls onto the applications already in place, without modifying the application itself.

Discover K-NOW→

Step-by-step guidance inside the application
Contextual help and information
Input controls on sensitive fields
Updates in step with releases

Frequently asked questions

What we are asked about this deployment.

Does K-NOW replace training at France Travail?

No. Training prepares users on a given version. K-NOW takes over inside the application, through monthly updates and major releases, at the moment someone gets stuck on a step.

Which applications are covered?

Live: more than 150 business applications out of a portfolio of around 250 applications, with further expansion under way.

How long has the programme been running?

The partnership with Knowmore began in 2016, with a first pilot in 2017 on the HR application Cyrus and contracting in 2018. The scope then grew year after year, with a dedicated guidance team since 2023.

What does it change day to day?

Help is on the screen. Users find the information at the field concerned, input controls stop errors before saving, and support is called less often.

They trust us