{"id":505,"date":"2026-05-11T10:04:49","date_gmt":"2026-05-11T08:04:49","guid":{"rendered":"https:\/\/kisio.com-preprod.fr\/?post_type=enjeu&p=505"},"modified":"2026-06-05T15:20:20","modified_gmt":"2026-06-05T13:20:20","slug":"ameliorer-lexperience-voyageur","status":"publish","type":"enjeu","link":"https:\/\/kisio.com\/en\/enjeux\/ameliorer-lexperience-voyageur\/","title":{"rendered":"Am\u00e9liorer l\u2019exp\u00e9rience voyageur"},"content":{"rendered":"\n
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\n Am\u00e9liorer l\u2019exp\u00e9rience voyageur <\/h1>\n \n \n
\n\n \n \u00c9changez avec un expert \n \n <\/svg>\n <\/a>\n \n \n <\/div>\n \n <\/div>\n <\/div>\n\n<\/section>\n\n\n\n\n
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Un levier strat\u00e9gique pour renforcer l\u2019attractivit\u00e9 de vos services de mobilit\u00e9 et fid\u00e9liser durablement vos voyageurs.<\/strong><\/p>\n <\/div>\n <\/div>\n <\/div>\n\n <\/section>\n\n\n\n

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\n \n \n <\/svg>\n POURQUOI C\u2019EST UN ENJEU CL\u00c9 <\/p>\n <\/div>\n <\/div>\n \n

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\n Am\u00e9liorer la qualit\u00e9 per\u00e7ue du service <\/h3>\n <\/div>\n\n \n
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\n La satisfaction ne se r\u00e9sume pas \u00e0 quelques indicateurs de ponctualit\u00e9 ou de r\u00e9gularit\u00e9. Elle traduit la qualit\u00e9 per\u00e7ue par les voyageurs \u00e0 chaque \u00e9tape du parcours\u202f: accessibilit\u00e9 de l\u2019information, fluidit\u00e9 des correspondances, confort, traitement des situations perturb\u00e9es. Travailler l\u2019exp\u00e9rience, c\u2019est faire progresser l\u2019image globale de votre r\u00e9seau. <\/p>\n \n <\/div>\n\n <\/div>\n <\/div>\n\n <\/div>\n

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\n R\u00e9duire les irritants dans les parcours <\/h3>\n <\/div>\n\n \n
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\n Correspondances complexes, zones d\u2019attente peu lisibles, canaux d\u2019information incoh\u00e9rents, dispositifs de vente peu ergonomiques\u2026 Ces irritants d\u00e9gradent la satisfaction au quotidien. Les identifier, les cartographier et les traiter en priorit\u00e9 permet d\u2019am\u00e9liorer rapidement l\u2019exp\u00e9rience voyageur sans forc\u00e9ment alourdir l\u2019offre. <\/p>\n \n <\/div>\n\n <\/div>\n <\/div>\n\n <\/div>\n

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\n Piloter la performance par la donn\u00e9e <\/h3>\n <\/div>\n\n \n
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\n Enqu\u00eates de satisfaction, donn\u00e9es de validation billettique, mesures de flux, feedbacks issus de la relation clients\u202f: bien exploit\u00e9es, ces donn\u00e9es deviennent un v\u00e9ritable cockpit de pilotage. Elles objectivent les d\u00e9cisions, permettent de prioriser les investissements et de mesurer le retour sur investissement des actions men\u00e9es. <\/p>\n \n <\/div>\n\n <\/div>\n <\/div>\n\n <\/div>\n

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\n Renforcer la fid\u00e9lit\u00e9 et l\u2019usage <\/h3>\n <\/div>\n\n \n
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\n Un voyageur satisfait devient un usager r\u00e9gulier, qui recommande vos services et adopte plus facilement les nouvelles offres (TAD, mobilit\u00e9s actives, services num\u00e9riques). En travaillant la satisfaction et l\u2019exp\u00e9rience, vous consolidez vos recettes, augmentez la part modale des transports collectifs et contribuez \u00e0 l\u2019attractivit\u00e9 globale de votre territoire. <\/p>\n \n <\/div>\n\n <\/div>\n <\/div>\n\n <\/div>\n <\/div>\n \n<\/section>\n\n\n\n

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\n \n \n <\/svg>\n NOTRE APPROCHE <\/p>\n \n

\n Articuler conseil, exp\u00e9rimentation et exploitation op\u00e9rationnelle afin de passer des id\u00e9es aux r\u00e9sultats concrets sur le terrain. <\/h2>\n \n \n
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\n Comprendre les usages et attentes <\/h3>\n \n

\n Nous d\u00e9ployons des enqu\u00eates voyageurs quantitatives et qualitatives, enrichies par l\u2019analyse des donn\u00e9es comportementales (comptages, flux, validations, interactions relation clients). Cette connaissance fine des usages, des profils et des irritants nous permet de faire \u00e9merger des insights actionnables et partag\u00e9s avec vos \u00e9quipes. <\/p>\n \n <\/div>\n\n

\n \n 01 <\/span>\n <\/div>\n <\/div>\n <\/div>\n
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\n Identifier les points de friction dans les parcours <\/h3>\n \n

\n \u00c0 partir de cartographies de parcours et d\u2019ateliers avec vos agents et vos voyageurs, nous identifions les points de friction cl\u00e9s\u202f: ruptures d\u2019information, zones de stress, proc\u00e9dures complexes, irritants digitaux. Nous les hi\u00e9rarchisons selon leur impact sur la satisfaction et sur vos contraintes d\u2019exploitation pour cibler les actions les plus efficaces. <\/p>\n \n <\/div>\n\n

\n \n 02 <\/span>\n <\/div>\n <\/div>\n <\/div>\n
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\n Concevoir des services et exp\u00e9riences adapt\u00e9s <\/h3>\n \n

\n Nous co-concevons avec vous des solutions centr\u00e9es usagers\u202f: nouveaux parcours d\u2019information voyageurs, simplification des automates de vente, refonte des dispositifs d\u2019accueil, services digitaux conversationnels, etc. Prototypage, tests utilisateurs et exp\u00e9rimentations en conditions r\u00e9elles permettent de s\u00e9curiser les choix avant un d\u00e9ploiement \u00e0 grande \u00e9chelle. <\/p>\n \n <\/div>\n\n

\n \n 03 <\/span>\n <\/div>\n <\/div>\n <\/div>\n
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\n D\u00e9ployer et mesurer l\u2019impact dans la dur\u00e9e <\/h3>\n \n

\n Nous vous accompagnons dans la mise en \u0153uvre op\u00e9rationnelle\u202f: conduite du changement, formation des \u00e9quipes, ajustements des processus et des outils. Des indicateurs de satisfaction et de performance sont d\u00e9finis en amont pour suivre les r\u00e9sultats dans le temps et alimenter une boucle d\u2019am\u00e9lioration continue. <\/p>\n \n <\/div>\n\n

\n \n 04 <\/span>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n
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\n \n \n <\/svg>\n NOS SOLUTIONS <\/p>\n \n

\n D\u00e9couvrez nos expertises pour accompagner l\u2019ensemble de vos projets de mobilit\u00e9 <\/h2>\n \n
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\n Mobilit\u00e9 connect\u00e9e & transformation des syst\u00e8mes <\/h3>\n \n

\n Concevoir, op\u00e9rer et d\u00e9ployer des syst\u00e8mes de mobilit\u00e9 connect\u00e9s, fiables et orient\u00e9s voyageurs. <\/p>\n \n \n D\u00c9COUVRIR <\/svg>\n <\/span>\n <\/a>\n \n\n

\n \"\"\n\n <\/div>\n \n

\n Conseil, innovation & transformation <\/h3>\n \n

\n Kisio vous accompagne de la vision \u00e0 l\u2019exploitation quotidienne pour d\u00e9ployer des dispositifs de mobilit\u00e9 de bout en bout. <\/p>\n \n \n D\u00e9couvrir <\/svg>\n <\/span>\n <\/a>\n \n\n

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\n Exp\u00e9rience, connaissance & relation voyageurs <\/h3>\n \n

\n Concevoir, op\u00e9rer et piloter une exp\u00e9rience voyageur omnicanal qui cr\u00e9ent du lien, valorisent chaque interaction et am\u00e9liorent durablement l\u2019exp\u00e9rience de mobilit\u00e9. <\/p>\n \n \n D\u00e9couvrir <\/svg>\n <\/span>\n <\/a>\n <\/div>\n \n <\/div>\n<\/section>\n\n\n\n
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\n \n \n <\/svg>\n ILS NOUS FONT CONFIANCE <\/p>\n \n

\n D\u00e9couvrez quelques exemples de nos interventions aupr\u00e8s de grands acteurs de la mobilit\u00e9 <\/h2>\n \n
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\n CAS CLIENT<\/span> ·  TER – SNCF Voyageurs<\/span>\n <\/div>\n\n \n

\n Enqu\u00eate fraude \u00e0 bord des trains – TER <\/h3>\n \n \n

\n Depuis 2017, un dispositif national d\u2019enqu\u00eates terrain et barom\u00e9triques qui permet d\u2019accompagner les activit\u00e9s TER dans leur strat\u00e9gie de lutte contre la fraude. <\/p>\n \n \n \n Lire le cas client\n <\/svg>\n <\/span>\n <\/a>\n\n \n \n \"Enqu\u00eate\n <\/a>\n<\/article>\n <\/div>\n

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\n CAS CLIENT<\/span> ·  Op\u00e9rateur de transport francilien<\/span>\n <\/div>\n\n \n

\n Accessibilit\u00e9 des interfaces de l\u2019automate en gare <\/h3>\n \n \n

\n Conception des interfaces de l\u2019automate en gare, pour une exp\u00e9rience d\u2019achat de titres de transport accessible au plus grand nombre de voyageurs. <\/p>\n \n \n \n Lire le cas client\n <\/svg>\n <\/span>\n <\/a>\n\n \n \n \"Accessibilit\u00e9\n <\/a>\n<\/article>\n <\/div>\n

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\n CAS CLIENT<\/span> ·  Al\u00e9op<\/span>\n <\/div>\n\n \n

\n Etude r\u00e9gionale sur les usages en cars – Al\u00e9op <\/h3>\n \n \n

\n Premi\u00e8re \u00e9tude r\u00e9gionale Al\u00e9op offrant une vision claire des usages, attentes et profils, gr\u00e2ce \u00e0 une enqu\u00eate d\u00e9taill\u00e9e par territoire et ligne. <\/p>\n \n \n \n Lire le cas client\n <\/svg>\n <\/span>\n <\/a>\n\n \n \n \"Etude\n <\/a>\n<\/article>\n <\/div>\n

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\n CAS CLIENT<\/span> ·  SNCF Voyageurs<\/span>\n <\/div>\n\n \n

\n Programme TER INNO – SNCF Voyageurs <\/h3>\n \n \n

\n Un accompagnement de la Direction de l\u2019Innovation de SNCF Voyageurs dans la conception et l\u2019exp\u00e9rimentation de services innovants pour favoriser le sentiment de s\u00e9curit\u00e9 des voyageurs <\/p>\n \n \n \n Lire le cas client\n <\/svg>\n <\/span>\n <\/a>\n\n \n \n \"Programme\n <\/a>\n<\/article>\n <\/div>\n <\/div>\n

<\/div>\n <\/div>\n \n \n <\/div>\n<\/section>\n\n\n\n
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\n \n \n <\/svg>\n sur le terrain <\/p>\n \n

\n ce que nous observons <\/h2>\n \n
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\n La satisfaction impacte directement l\u2019usage <\/h3>\n \n

\n Lorsque la qualit\u00e9 de service per\u00e7ue progresse, l\u2019usage des r\u00e9seaux augmente, tout comme l\u2019acceptabilit\u00e9 tarifaire et l\u2019adh\u00e9sion aux changements d\u2019offre. <\/p>\n \n <\/div>\n

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\n Les attentes voyageurs \u00e9voluent rapidement <\/h3>\n \n

\n Digitalisation, temps r\u00e9el, services personnalis\u00e9s, inclusion\u2026 Les standards de l\u2019exp\u00e9rience client se renouvellent au rythme des usages num\u00e9riques et des autres secteurs de service. <\/p>\n \n <\/div>\n

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\n La qualit\u00e9 per\u00e7ue repose sur les d\u00e9tails <\/h3>\n \n

\n Une information claire lors d\u2019une perturbation, un agent disponible, un automate facile \u00e0 utiliser ou un guidage fluide en gare peuvent faire la diff\u00e9rence entre un trajet subi et une exp\u00e9rience positive. <\/p>\n \n <\/div>\n

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\n La donn\u00e9e est essentielle pour piloter <\/h3>\n \n

\n Sans barom\u00e8tre de satisfaction, indicateurs de qualit\u00e9 de service et retours issus de la relation clients, il est difficile de prioriser les actions et de d\u00e9montrer les gains obtenus. <\/p>\n \n <\/div>\n <\/div>\n \n <\/div>\n<\/section>\n\n\n\n

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\n Vous avez un projet de mobilit\u00e9 ? <\/h2>\n \n \n \u00c9changez avec un expert <\/a>\n \n <\/div>\n <\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":2181,"template":"","kisio-formats":[],"enjeu-thematique":[],"class_list":["post-505","enjeu","type-enjeu","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"\nAm\u00e9liorer l\u2019exp\u00e9rience voyageur | Kisio<\/title>\n<meta name=\"description\" content=\"Un levier strat\u00e9gique pour renforcer l\u2019attractivit\u00e9 de vos services de mobilit\u00e9 et fid\u00e9liser durablement vos voyageurs.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kisio.com\/enjeux\/ameliorer-lexperience-voyageur\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" 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