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Aide à la conception, test de l’usage et de l’acceptation d’un logiciel de maintenance

Abstract : With the development of new information and communication technologies, working procedures are increasingly computerized. This increasing computerization of working procedures raises the question of their acceptance by workers who have to appropriate new ways of doing their work. The present thesis aims to examine the conditions for the adoption of technologies conveying work procedures by maintenance technicians. Four studies are carried out on two fields of research (aeronautical maintenance and industrial maintenance) with the aim of understanding how maintenance technicians perceive and use these computerized working procedures. Two studies are carried out in the field of aeronautics and aim to investigate the social acceptability and the use of three new formats of procedures (3D animation, 2D and photos) before they are set up in the workshops. Study 1 examines the perception of new procedure formats by technicians (N = 136). The results of this study show that beliefs related to usefulness and ease of use are the main predictors of behavioral intention. In addition, it appears that beliefs differ depending on the type of use behavior of the procedures (daily or exceptional use). In order to understand the possible difficulties in using these new formats, Study 2 concerns the realization of user tests (N = 41). The aim is to study the usefulness and usability of the new procedural formats compared to the current format (text + image). The results show that all technicians succeed in maintenance, regardless of the format used. In addition, in general, new formats allow technicians to be more efficient because they take less time with new formats (3D animation and photos) than with reference formats and so errors made during maintenance are reduced. The new formats, with the presence of visual information, facilitate the location of the information on the equipment. Finally, a large majority of technicians intend to use the new formats. Two other studies are carried out in the field of industrial maintenance on the acceptance and use of a management of procedures software by the technicians. In this framework, study 3 concerns the perception of software in use by maintenance technicians (N = 61). The results highlight the belief in perceived compatibility as the main predictor of attitude, behavioral intention, and actual use of the software. In order to investigate the actual use of the software, study 4 deals with the analysis of the activity of 8 technicians from four workshops (filmed observation and interview). The results show that the software is suitable for only some of the technicians. Indeed, it seems to represent a brake for experienced technicians and moderately experienced technicians in the sense they are constrained in the use of the software (impossibility to navigate freely between the steps). However, the software proves to be a valuable help for inexperienced technicians (help support, training aid ...). Recommendations are made to improve the design of the software studied. In particular, improvements in the design of the three new formats of aeronautical maintenance procedures are suggested (adapting the format to the task carried out, improving the ergonomics of the touch pad...). In the second case, we make recommendations to modify the procedure management software and make it more compatible with the work of the technicians (setting up an expert mode, facilitating the search for information, navigating freely between steps …).
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Emma Cippelletti. Aide à la conception, test de l’usage et de l’acceptation d’un logiciel de maintenance. Psychologie. Université Grenoble Alpes, 2017. Français. ⟨NNT : 2017GREAH038⟩. ⟨tel-02086296⟩

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