France Travail: Supporting the adoption of over 150 business applications with Knowmore's digital guidance

Introduction

In a context marked by the proliferation of business applications and ongoing functional changes, France Travail decided to leverage Knowmore's digital guidance solution to improve user support and facilitate the adoption of its digital tools.

After a successful initial pilot project, the solution was progressively extended to over 150 applications, becoming a strategic lever for change management and user experience improvement.

The Context

The collaboration between France Travail and Knowmore began in 2016, addressing various needs related to internal digital usage. The first initiatives included the creation of simulators and the hosting of multimedia content designed to support users.

It was then that the teams discovered the solution of Digital Adoption Platform (DAP) offered by Knowmore. The goal was twofold:

• Provide in-context support to users of internal applications.
• Ultimately, to offer similar support to external users of France Travail's digital services.

Given the size of the application landscape and the diversity of user profiles, digital guidance quickly emerged as a relevant solution to adoption challenges.

Challenges / Key Issues

Supporting an extensive application estate

France Travail operates approximately 250 business applications. This diversity creates significant challenges in terms of training, support, and tool adoption.

Managing continuous functional evolution

Applications receive monthly updates and several major versions each year. Users must continuously adapt to new features and process changes.

Reduce reliance on external support

Business teams needed quick access to information without having to consult external documentation, procedures, or training materials.

Maintain a high level of service quality

In a heterogeneous and constantly evolving technical environment, the stability of support tools is a key factor in ensuring user adoption.

The Solution Implemented

Starting with a Proof of Concept

In 2017, a first Proof of Concept was launched on the HR application Cyrus. The results quickly validated the value of the approach.

A Gradual Rollout

Following a contract in 2018:

• 4 applications were initially equipped.
• 16 applications were covered starting in 2019.
• 119 applications will integrate the solution in 2024.
• More than 150 applications will be supported by mid-2025.

The stated objective is to continue the deployment until almost the entire application portfolio is covered.

Integrated Guidance Directly Within Applications

The solution enables the delivery of contextual information directly within the tools used daily.

Users immediately access the right information at the right time, without leaving their work environment.

Enhanced Support for Teams

Given the expanding scope, France Travail implemented an enhanced support system in 2023 with a dedicated guidance team.

This governance promotes:

• Improved responsiveness to user feedback.
• Progressive skill development for internal teams.
• Faster resolution of incidents.

The Results

Widespread Adoption

The solution is now deployed across more than 150 business applications and continues its expansion within France Travail's information system.

Improved User Experience

Users benefit from contextualized assistance directly integrated into the applications, which simplifies tool adoption and reduces the need for external information searches.

Significant Reduction in Errors

A specific use case involving an input control for agents in Mayotte significantly reduced input errors and support requests in just a few weeks.

Accelerated Skill Development

According to the teams, new employees can become autonomous in creating and managing guidance content after just two to three months of training.

A Robust Platform in a Complex Environment

Despite the technological diversity of applications and their continuous evolution, the stability and robustness of K-NOW and its management console are identified as a major success factor.

Key Benefits

• Supporting digital adoption at scale.
• Contextual information directly integrated into applications.
• Reduction in user errors.
• Reduced support requests.
• Improved adoption of functional enhancements.
• Rapid upskilling of internal teams.
• Platform stability and robustness.
• Close collaboration with Knowmore teams.
• Ability to support a rapidly growing application portfolio.

Outlook

France Travail plans to continue deploying the solution across its entire application portfolio.

Upcoming enhancements include:

• Developing dedicated guidance for complex business processes.
• Strengthening user feedback collection mechanisms.
• Exploring opportunities offered by artificial intelligence and Knowmore to enhance user support.

‍