To ground the project in real user needs, I conducted a one-and-a-half-month user research tour across France, meeting dozens of social inclusion advisors in various departments.

The goal was to understand their daily workflows, constraints, and differences with job placement advisors.

These interviews revealed that, while both roles aim to help people return to employment, their missions, metrics, and ecosystems are fundamentally different — making a simple replication of Pôle Emploi tools impossible.

By translating these findings into journey maps and insight clusters, I helped the team and the PM articulate a clear problem space: the new solution must bridge administrative boundaries, not just digitize existing forms.

After the research phase, I synthesized our findings into a prototype illustrating the “day in the life” of a social inclusion advisor, combining service flow diagrams with an interactive interface vision.

To bring empathy and context to decision-makers, I also produced a short video storytelling the journey of a real advisor, showing the friction between administrative silos and human needs.

This narrative became a key communication tool during our pitch to the COMEX, enabling executives to step into the user’s reality and feel the urgency for change.
This pitch marked a decisive moment: the project, now named “Suivi de Parcours”, received approval to move forward with a dedicated team.

Following the COMEX validation, my role evolved into that of a strategic design lead, acting as the main contact point for the project and supporting the PM.

Together, we designed an MVP of the new advisor interface, ensuring coherence between technical constraints and the organizational reality of the different IT teams.

Navigating multiple DSI silos with conflicting priorities was one of the hardest challenges — design had to act as a common language between legacy systems, political expectations, and operational needs.

Through iterative testing with advisors and experts, we refined the prototype to fit real workflows while maintaining alignment with national digital standards.

Once the MVP was launched, I supported the PM in establishing a beta testing and feedback system to monitor adoption in the field.

I designed tools using Airtable dashboards to visualize usage and satisfaction data, helping stakeholders track impact in real time and iterate accordingly.

These tracking tools became instrumental in demonstrating early success and securing continued support for the project’s expansion.