Produire les usagers : analyse du travail quotidien des professionnels de la mobilité

Abstract : It is now essential for professionals in charge of the mobility services production to take into account their users. However, most of the time they work in the absence of users : in the case of classic services, the users are inaccessible, and in the case of emerging collaborative services such as carpooling, they don't exist yet. Professionals then use various devices, such as surveys, consultation, claims processing, communication, or information system, in order to represent the users in the different dimensions of the mobility services production. This thesis research relies on interactionist, sociotechnical and commmunication approaches in order to give a global understanding of the production of these various devices generally taken separately. The main argument is that the professionals build a fiction in which the users become characters: they go back and forth between staging interactions with the users and reflecting on them through storytelling.This research relies on a qualitative study with two mobility services producers in the Parisian region based on participant observation of work situations and semi-structured interviews with professionals. The first one is the regional Public Transport Authority in charge of the design and the operation of the regional public transport services. The second one is a short distance carpooling start-up launching an experiment in partnership with local authorities in the outer suburbs of the metropolitan area
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Maylis Poirel. Produire les usagers : analyse du travail quotidien des professionnels de la mobilité. Sociologie. Université Paris-Est, 2018. Français. ⟨NNT : 2018PESC1046⟩. ⟨tel-02133953⟩

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