{"id":25710,"date":"2026-07-09T20:40:53","date_gmt":"2026-07-09T20:40:53","guid":{"rendered":"https:\/\/viadirect.com\/?p=25710"},"modified":"2026-07-09T21:21:37","modified_gmt":"2026-07-09T21:21:37","slug":"17-ans-orientation-digitale-plans-interactifs","status":"publish","type":"post","link":"https:\/\/viadirect.com\/fr\/17-ans-orientation-digitale-plans-interactifs\/","title":{"rendered":"17 ans de guidage num\u00e9rique : Ce que nous avons appris en guidant des millions de visiteurs"},"content":{"rendered":"\n<p>En 2009, les solutions d&rsquo;orientation digitale n&rsquo;\u00e9taient pas encore un secteur \u00e9tabli. Il n&rsquo;existait aucune norme pour l&rsquo;<strong>orientation indoor<\/strong>, aucune exp\u00e9rience tactile \u00e9prouv\u00e9e pour les visiteurs et rien ne prouvait que les usagers feraient confiance \u00e0 un <strong>plan d&rsquo;orientation num\u00e9rique<\/strong> pour s&rsquo;orienter dans des structures complexes.<\/p>\n\n\n\n<p>Cette m\u00eame ann\u00e9e, ViaDirect installait sa premi\u00e8re <strong>borne interactive<\/strong> \u00e0 <strong>Forum des Halles<\/strong>, \u00e0 Paris. Ce qui avait commenc\u00e9 comme une mission simple est devenu un \u00e9cosyst\u00e8me complet de <strong>solutions d&rsquo;orientation digitales<\/strong> destin\u00e9 aux a\u00e9roports, h\u00f4pitaux, <strong>centres commerciaux<\/strong>, universit\u00e9s, campus d&rsquo;entreprises et \u00e9tablissements publics \u00e0 travers le monde.<\/p>\n\n\n\n<figure class=\"wp-block-gallery has-nested-images columns-default is-cropped wp-block-gallery-1 is-layout-flex wp-block-gallery-is-layout-flex\">\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"768\" data-id=\"25685\" src=\"https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/Forum-des-Halles-5-1024x768.jpg\" alt=\"\" class=\"wp-image-25685\" srcset=\"https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/Forum-des-Halles-5-1024x768.jpg 1024w, https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/Forum-des-Halles-5-300x225.jpg 300w, https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/Forum-des-Halles-5-768x576.jpg 768w, https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/Forum-des-Halles-5-1536x1152.jpg 1536w, https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/Forum-des-Halles-5-2048x1536.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Forum des Halles &#8211; 2017<\/figcaption><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"768\" data-id=\"25682\" src=\"https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/Borne-6-Forum-des-Halles-1-1024x768.jpg\" alt=\"\" class=\"wp-image-25682\" srcset=\"https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/Borne-6-Forum-des-Halles-1-1024x768.jpg 1024w, https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/Borne-6-Forum-des-Halles-1-300x225.jpg 300w, https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/Borne-6-Forum-des-Halles-1-768x576.jpg 768w, https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/Borne-6-Forum-des-Halles-1-1536x1152.jpg 1536w, https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/Borne-6-Forum-des-Halles-1-2048x1536.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Forum des Halles &#8211; 2026<\/figcaption><\/figure>\n<\/figure>\n\n\n\n<p>Plus de quinze ans plus tard, avec des projets d\u00e9ploy\u00e9s dans plusieurs dizaines de pays et des centaines de structures \u00e9quip\u00e9es, une conviction demeure :<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Une excellente orientation est presque invisible. Les visiteurs ne devraient pas avoir \u00e0 r\u00e9fl\u00e9chir \u00e0 la technologie ; ils devraient simplement trouver leur destination.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Du Plan Interactif \u00e0 une exp\u00e9rience visiteur compl\u00e8te<\/strong><\/h2>\n\n\n\n<p>\u00c0 ses d\u00e9buts, la <strong>solution d&rsquo;orientation digitale<\/strong> r\u00e9pondait \u00e0 une question essentielle :<\/p>\n\n\n\n<p><strong>\u00ab O\u00f9 suis-je et comment rejoindre ma destination ? \u00bb<\/strong><\/p>\n\n\n\n<p>Aujourd&rsquo;hui, les visiteurs attendent bien davantage.<\/p>\n\n\n\n<p>Qu&rsquo;ils se trouvent dans un <strong>a\u00e9roport<\/strong>, un <strong>centre commercial<\/strong>, un <strong>h\u00f4pital<\/strong> ou un <strong>campus universitaire<\/strong>, ils souhaitent \u00e9galement pouvoir :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Trouver des <strong>boutiques<\/strong>, des services ou des d\u00e9partements ;<\/li>\n\n\n\n<li>D\u00e9couvrir des promotions et des <strong>offres shopping<\/strong> ;<\/li>\n\n\n\n<li>Localiser les restaurants et les services disponibles ;<\/li>\n\n\n\n<li>Acc\u00e9der \u00e0 des informations pratiques sur l&rsquo;\u00e9tablissement ;<\/li>\n\n\n\n<li>Identifier les \u00e9quipements accessibles ;<\/li>\n\n\n\n<li>S&rsquo;orienter facilement, m\u00eame dans un environnement qu&rsquo;ils ne connaissent pas.<\/li>\n<\/ul>\n\n\n\n<p>Les <strong>plans interactifs<\/strong> modernes sont devenus bien plus que de simples outils d&rsquo;orientation. Ils constituent d\u00e9sormais de v\u00e9ritables plateformes num\u00e9riques qui associent <strong>cartographie int\u00e9rieure<\/strong>, <strong>g\u00e9olocalisation int\u00e9rieure<\/strong>, informations sur l&rsquo;\u00e9tablissement, contenus commerciaux et <strong>itin\u00e9raires<\/strong> personnalis\u00e9s afin d&rsquo;offrir une exp\u00e9rience fluide \u00e0 chaque visiteur.<\/p>\n\n\n\n<p>Le r\u00e9sultat : un <strong>parcours visiteur<\/strong> plus simple, plus intuitif et un engagement renforc\u00e9 tout au long de la visite.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">L&rsquo;accessibilit\u00e9 doit \u00eatre int\u00e9gr\u00e9e d\u00e8s la conception de l&rsquo;exp\u00e9rience<\/h2>\n\n\n\n<p>L&rsquo;<strong>accessibilit\u00e9<\/strong> ne consiste pas seulement \u00e0 r\u00e9pondre aux exigences r\u00e9glementaires. Elle vise avant tout \u00e0 permettre \u00e0 chaque <strong>visiteur<\/strong> de s&rsquo;orienter de mani\u00e8re autonome. Notre collaboration avec des organisations repr\u00e9sentant les personnes en situation de handicap a profond\u00e9ment transform\u00e9 notre approche des <strong>solutions d&rsquo;orientation digitale<\/strong>.<\/p>\n\n\n\n<p>Plut\u00f4t que de proposer la m\u00eame exp\u00e9rience \u00e0 tous, l&rsquo;<strong>orientation<\/strong> doit s&rsquo;adapter aux besoins de chaque visiteur d\u00e8s le d\u00e9part.<\/p>\n\n\n\n<p>Cette philosophie a donn\u00e9 naissance \u00e0 <strong>ViaDirect Access+<\/strong>, notre <strong>Solution Mobile<\/strong> accessible, sp\u00e9cialement con\u00e7ue pour les <strong>personnes \u00e0 mobilit\u00e9 r\u00e9duite (PMR)<\/strong>, les visiteurs malvoyants ou non-voyants, ainsi que tous les usagers n\u00e9cessitant un accompagnement simplifi\u00e9.<\/p>\n\n\n\n<p>Parmi ses principales fonctionnalit\u00e9s :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Guidage vocal <\/li>\n\n\n\n<li>Orientation haptique (par vibrations) <\/li>\n\n\n\n<li>Itin\u00e9raires accessibles personnalis\u00e9s <\/li>\n\n\n\n<li>Itin\u00e9raires privil\u00e9giant les ascenseurs <\/li>\n\n\n\n<li>Identification des points d&rsquo;assistance <\/li>\n\n\n\n<li>Pr\u00e9cision de g\u00e9olocalisation inf\u00e9rieure \u00e0 50 cm.<\/li>\n<\/ul>\n\n\n\n<p>Aujourd&rsquo;hui, l&rsquo;<strong>accessibilit\u00e9<\/strong> n&rsquo;est plus une simple fonctionnalit\u00e9 : elle fait pleinement partie de l&rsquo;exp\u00e9rience d&rsquo;<strong>orientation num\u00e9rique<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Le Guidage Mobile n&rsquo;a pas remplac\u00e9 les Bornes Interactives<\/h2>\n\n\n\n<figure class=\"wp-block-video\"><video controls src=\"https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/SALITRE-PLAZA.mp4\"><\/video><\/figure>\n\n\n\n<p>Lorsque le <strong>portable<\/strong> est devenu le principal outil num\u00e9rique des consommateurs, beaucoup ont annonc\u00e9 la disparition des <strong>bornes interactives<\/strong>.<\/p>\n\n\n\n<p>Cette pr\u00e9diction ne s&rsquo;est pourtant jamais r\u00e9alis\u00e9e.<\/p>\n\n\n\n<p>En r\u00e9alit\u00e9, ce sont les attentes des <strong>visiteurs<\/strong> qui ont \u00e9volu\u00e9.<\/p>\n\n\n\n<p>Aujourd&rsquo;hui, les usagers passent naturellement d&rsquo;un point de contact \u00e0 un autre. Ils peuvent :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Rechercher une destination avant leur arriv\u00e9e ;<\/li>\n\n\n\n<li>Scanner un <strong>QR Code<\/strong> au sein de l&rsquo;\u00e9tablissement ;<\/li>\n\n\n\n<li>Poursuivre leur <strong>orientation<\/strong> sur leur portable ;<\/li>\n\n\n\n<li>Revenir vers une <strong>borne interactive<\/strong> pour obtenir des informations compl\u00e9mentaires.<\/li>\n<\/ul>\n\n\n\n<p>Plut\u00f4t que de remplacer les bornes, les technologies mobiles ont enrichi l&rsquo;\u00e9cosyst\u00e8me des <strong>solutions d&rsquo;orientation digitale<\/strong>.<\/p>\n\n\n\n<p><strong><a href=\"https:\/\/viadirect.com\/fr\/#mobile\/\">ViaDirect Mobile<\/a><\/strong>, accessible via <strong>QR Code<\/strong>, et <strong><a href=\"https:\/\/viadirect.com\/fr\/#web\">ViaDirect Web<\/a><\/strong>, int\u00e9gr\u00e9 gr\u00e2ce \u00e0 un <strong>iFrame<\/strong> ou un <strong>SDK<\/strong>, ont \u00e9t\u00e9 con\u00e7us comme des extensions naturelles d&rsquo;une m\u00eame plateforme, et non comme des produits distincts.<\/p>\n\n\n\n<p>L&rsquo;objectif est simple :<\/p>\n\n\n\n<p><strong>Un seul plan.<\/strong><\/p>\n\n\n\n<p><strong>Une seule base de donn\u00e9es.<\/strong><\/p>\n\n\n\n<p><strong>Une exp\u00e9rience d&rsquo;orientation coh\u00e9rente sur tous les supports.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">La donn\u00e9e : la v\u00e9ritable valeur ajout\u00e9e<\/h2>\n\n\n\n<p>Si les <strong>visiteurs<\/strong> utilisent une <strong>solution d&rsquo;orientation digitale<\/strong> pour s&rsquo;orienter, les gestionnaires d&rsquo;\u00e9tablissements b\u00e9n\u00e9ficient d&rsquo;un atout tout aussi pr\u00e9cieux : des donn\u00e9es exploitables pour la prise de d\u00e9cision.<\/p>\n\n\n\n<p>Chaque interaction raconte une histoire.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Les recherches r\u00e9v\u00e8lent ce que les visiteurs recherchent r\u00e9ellement.<\/li>\n\n\n\n<li>Les <strong>itin\u00e9raires g\u00e9olocalis\u00e9s<\/strong> mettent en \u00e9vidence les flux de d\u00e9placement.<\/li>\n\n\n\n<li>Les destinations les plus consult\u00e9es permettent d&rsquo;identifier les zones de forte <strong>affluence<\/strong>.<\/li>\n\n\n\n<li>Les services les plus demand\u00e9s mettent en lumi\u00e8re les priorit\u00e9s op\u00e9rationnelles.<\/li>\n<\/ul>\n\n\n\n<p>Ces donn\u00e9es comportementales aident les structures \u00e0 prendre de meilleures d\u00e9cisions, notamment pour :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Optimiser l&rsquo;implantation des boutiques ;<\/li>\n\n\n\n<li>Am\u00e9liorer la visibilit\u00e9 des enseignes ;<\/li>\n\n\n\n<li>Planifier la <strong>maintenance<\/strong> ;<\/li>\n\n\n\n<li>Fluidifier le <strong>parcours visiteur<\/strong> sans g\u00e9n\u00e9rer de frustration ;<\/li>\n\n\n\n<li>Identifier de nouvelles opportunit\u00e9s commerciales et d\u00e9velopper des <strong>services de conseil<\/strong>.<\/li>\n<\/ul>\n\n\n\n<p>Au fil des ann\u00e9es, la <strong>solution d&rsquo;orientation digitale<\/strong> est pass\u00e9e d&rsquo;un simple outil d&rsquo;orientation \u00e0 une v\u00e9ritable plateforme d&rsquo;aide \u00e0 la d\u00e9cision, aliment\u00e9e par les comportements r\u00e9els des visiteurs. into a strategic decision-making platform powered by real visitor behavior.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">La nouvelle g\u00e9n\u00e9ration des solutions d&rsquo;orientation digitale<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-1 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"505\" height=\"1024\" src=\"https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/JEDCO-01072026-3_frame_0_06_30f-505x1024.jpeg\" alt=\"\" class=\"wp-image-25691\" style=\"width:201px;height:auto\" srcset=\"https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/JEDCO-01072026-3_frame_0_06_30f-505x1024.jpeg 505w, https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/JEDCO-01072026-3_frame_0_06_30f-148x300.jpeg 148w, https:\/\/viadirect.com\/wp-content\/uploads\/2026\/07\/JEDCO-01072026-3_frame_0_06_30f.jpeg 674w\" sizes=\"auto, (max-width: 505px) 100vw, 505px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p>Les <strong>Agents IA<\/strong> permettent d\u00e9sormais aux visiteurs de poser leurs questions en langage naturel, dans plus de 50 langues, via <strong>WhatsApp<\/strong> ou une application web, sans t\u00e9l\u00e9chargement ni apprentissage pr\u00e9alable d&rsquo;un <strong>plan interactif<\/strong>.<\/p>\n\n\n\n<p>La navigation en r\u00e9alit\u00e9 augment\u00e9e superpose un <strong>itin\u00e9raire<\/strong> directement sur la cam\u00e9ra du portable, dans une exp\u00e9rience proche de Street View. Gr\u00e2ce \u00e0 la <strong>g\u00e9olocalisation int\u00e9rieure<\/strong>, la pr\u00e9cision atteint un \u00e0 trois m\u00e8tres, sans mat\u00e9riel suppl\u00e9mentaire et sans d\u00e9pendre du Wi-Fi ou du r\u00e9seau mobile.<\/p>\n\n\n\n<p>Ces innovations ne remplacent pas le <strong>plan<\/strong>. Elles suppriment simplement l&rsquo;\u00e9tape o\u00f9 le visiteur doit transformer son besoin en recherche. La le\u00e7on est la m\u00eame qu&rsquo;en 2009 : moins un visiteur doit r\u00e9fl\u00e9chir \u00e0 l&rsquo;interface, plus il fait confiance \u00e0 son parcours d&rsquo;orientation.<\/p>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Pourquoi l&rsquo;exp\u00e9rience fait la diff\u00e9rence<\/h2>\n\n\n\n<p>Une <strong>solution d&rsquo;orientation digitale<\/strong> est facile \u00e0 pr\u00e9senter, mais plus complexe \u00e0 faire \u00e9voluer dans le temps. Les <strong>bornes interactives<\/strong> n\u00e9cessitent de la <strong>maintenance<\/strong>, les plans doivent \u00eatre mis \u00e0 jour \u00e0 mesure que les boutiques et les services \u00e9voluent, et un <strong>service client<\/strong> doit \u00eatre disponible lorsqu&rsquo;un incident survient sur site.<\/p>\n\n\n\n<p>Certaines de nos collaborations avec des fonci\u00e8res, des <strong>centres commerciaux<\/strong> et des hubs de transport en France et en Europe durent depuis plus de dix ans. Elles ont travers\u00e9 plusieurs g\u00e9n\u00e9rations de mat\u00e9riel ainsi qu&rsquo;au moins quatre \u00e9volutions majeures de notre logiciel d&rsquo;orientation.<\/p>\n\n\n\n<p>Cette continuit\u00e9 n&rsquo;est pas le fruit du hasard. Elle est le r\u00e9sultat d&rsquo;un partenariat \u00e0 long terme avec nos clients, bien au-del\u00e0 d&rsquo;une simple installation. C&rsquo;est aussi la meilleure preuve que les enseignements partag\u00e9s dans cet article reposent sur une exp\u00e9rience concr\u00e8te.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center\"><strong>Pr\u00eat \u00e0 faire \u00e9voluer l&rsquo;exp\u00e9rience de vos visiteurs ?<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-1 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button has-custom-width wp-block-button__width-50 is-style-fill\"><a class=\"wp-block-button__link has-vivid-red-background-color has-background wp-element-button\" href=\"http:\/\/www.viadirect.com\/contact\">Contactez nos experts \u2197<\/a><\/div>\n<\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Depuis 17 ans, ViaDirect con\u00e7oit des solutions d&rsquo;orientation digitale pour les a\u00e9roports, les centres commerciaux et les h\u00f4pitaux. Voici ce que 17 ann\u00e9es d&rsquo;exp\u00e9rience et des centaines de projets nous ont appris sur l&rsquo;orientation des visiteurs dans des \u00e9tablissements complexes.<\/p>\n","protected":false},"author":3,"featured_media":25695,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[46,432],"tags":[271,343,136,120,207,417,133,317,206],"class_list":{"0":"post-25710","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-global","8":"category-services-viadirect-global","9":"tag-accesibilite","10":"tag-accessibilite","11":"tag-bornes-interactives","12":"tag-geolocalisation-interieur","13":"tag-orientation-digitale","14":"tag-orientation-indoor","15":"tag-satisfaction-client","16":"tag-viadirect-2","17":"tag-viadirect-mobile-2"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - 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