Webinar · Summary

Internal business applications: reduce usage debt.

Frequent updates, a growing number of applications, information overload: discover how to support change and improve user efficiency in complex digital environments.

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1 h of expert insights

119 applications discussed

France Travail customer experience

Knowmore webinar on internal business applications with France Travail

Usage debt
Understand the friction points that slow down tool adoption.

The topic at a glance

Support users as applications evolve.

Internally developed applications are essential to the operations of large organizations. But updates, new features and regulatory changes can create complexity, cognitive overload and adoption challenges.

Agenda

Three perspectives to better drive digital adoption.

Understand

Identify the challenges created by the continuous evolution of internally developed business applications.

Measure

Analyze real usage, workarounds and friction points that impact performance.

Support

Provide contextual guidance directly within applications, exactly when users need it.

The essentials

Regardez le customer experience complet.

Discover how France Travail identifies user friction points and combines usage data with in-app guidance to improve the employee experience.

Key takeaways

Move from one-off support to continuous improvement.

Traditional methods can no longer keep pace with constant change. Usage data helps reveal real user behavior and focus efforts on the friction points that matter most.

✓ Observe actual usage rather than relying only on perceptions.

✓ Identify complex user journeys and workaround behaviors.

✓ Prioritize actions based on their impact on the user experience.

✓ Embed guidance directly in the application at the moment of need.

Topics covered in this webinar

Content designed for teams leading change.

Complex application landscape

You manage numerous internal business applications or fast-changing digital environments.

Adoption challenges

You see adoption difficulties following updates or digital transformation initiatives.

Need for data

You want to measure actual usage and identify friction points across your digital tools.

Overloaded support teams

You want to reduce recurring support requests and increase employee autonomy.

Speaker

Un customer experience concret de France Travail.

France Travail

Hervé Cambon

Head of Application Guidance — DGA Tech

He shares the approach implemented to support changes across a large application landscape, analyze friction points and improve the adoption of internal tools.

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