Your questions, our answers
All you need to know about Pépinia.
Because the key to designing a digital experience together is to understand how we're going to work together.
Because every organisation has its own digital challenges, here I answer the questions that come up most often: improving user experience, UX, accessibility (RGAA), digital health, e-commerce, local authorities... A clear and transparent way of understanding how Pépinia can help you make your experience simpler, smoother and more coherent.
What is Pépinia?
What is Pépinia and what is your core expertise?
Pépinia is an independent digital experience consultancy.
We help companies, institutions and brands to make their digital journeys more coherent, fluid and accessible. In concrete terms, we analyse your digital tools and services (website, application, internal tools, communication, support, etc.) and work with you to improve them according to your needs. If these digital tools don't already exist, we can help you put them in place and integrate them into your overall eco-system.
Why did you choose the name Pépinia?
Pépinia comes from the term "Pépin". Because the seed symbolises the beginning of a project and its growth. Because a digital project is like a garden: you have to sow in the right place, observe, adjust and grow things methodically.
Are you a digital agency or a freelance consultant?
No. Pépinia is not an agency.
It's an independent strategic and operational support structure (also known as a freelance service) run by Sandra Pomart. She works with your teams, in support of your teams or alongside your management teams. If the assignment requires additional people, Pépinia can mobilise its network to help you find the right skills.
What does Pépinia do and what doesn't Pépinia do?
If you're looking for: a web agency, a web designer, an integrator, an ESN, a developer, a designer, a graphic designer, a UI designer... you've come to the wrong place!
If you're looking for a freelancer who, depending on your project, can be : Product Owner, Product Manager, Digital Marketing Consultant, UX/Product Manager e-commerce... you've come to the right place!
Who will actually manage my project?
Sandra Pomart, Pépinia's founder, is responsible for all the projects we undertake. An independent digital experience consultant, she offers her expertise and/or works with partners (design, development, data) depending on the needs of the project.
Each mission is tailor-made: a single contact, a clear framework, consistent support.
What Pépinia has to offer
What does "improving digital pathways" actually mean?
Improving digital journeys means making the experience users have when they interact with a website, an application or an online service more fluid, clearer and more consistent. It also means putting these digital tools in place when we realise there is a gap.
What types of digital pathway are you involved in?
There's no such thing as a single digital journey. Whether it's the digital journey of a prospect or a customer. The digital journey of a local authority user, or even that of a patient.
We analyse the friction points, the duplications, the breakdowns, and then propose a framework for overall improvement.
What are your main areas of expertise: UX, digital products, RGAA accessibility?
This includes the design and redesign of digital journeys, user experience and field research, digital accessibility (RGAA) and digital content, as well as the coordination and management of simple to more complex digital projects.
Do you offer RGAA-compliant digital accessibility audits?
Yes, Pépinia carries out full or express RGAA audits and diagnostics, with concrete, prioritised recommendations for rapidly correcting non-compliance.
What is the difference between a technical audit and a UX/accessibility audit conducted by Pépinia?
Pure technical auditing is not our business. What interests us is understanding why your experience (customer, user, patient) is struggling. We combine different perspectives, business, user, content and accessibility information, to understand how and why the experience is blocked.
The result: a strategic reading, not a list of technical fixes.
Can you create or redesign a website yourself, or do you mainly provide management services?
Yes, we can design or redesign sites ourselves in certain situations: if it's just a matter of redesigning the content, for example. Our work focuses more specifically on the clarity of navigation, accessibility, performance and editorial tone.
The aim: a site that is beautiful, useful and aligned with the organisation's strategy. When the site becomes more complex, Pépinia's role becomes that of a project manager.
Working together
How do I start a mission with Pépinia?
This often begins with a scoping workshop: we set out the context, what you have already identified as the issues, your audience and your objectives.
How long does support usually last?
This can range from a few days to several months. The pace is adapted to your organisation without ever losing sight of consistency.
What deliverables do you provide during and after the assignment?
Each assignment has its own deliverables: recommendations, audits, tools, etc. There are as many possible deliverables as there are projects and customers!
For example, some customers prefer exchanges and discussions rather than written deliverables, while others need to document...
Do you work with in-house teams or service providers?
always.
Pépinia acts as a hinge between business, technology and strategy.
We work with your agencies, developers, designers, product managers and external service providers.
The aim: to encourage collaboration and create overall coherence.
How do you prioritise actions and projects?
By impact.
Each recommendation is evaluated according to its impact on the user, the effort required to implement it and its strategic value.
This makes it possible to separate the “quick wins” from the structural projects, and to act quickly without losing vision.
What is the budget for Pépinia support?
Short assignments (audit, scoping, diagnosis) are often offered on a fixed-price basis.
Longer assignments are based on time spent, on a daily rate, but can also be fixed-price, because every project is different! Each quotation specifies the scope, deliverables and deadlines.
What business sectors do you support (private, public, health)?
Pépinia is involved in a wide range of sectors, because there is not a single one that is immune to the need to improve its digital pathways.
Do you work remotely, on-site or in a hybrid format?
Both. We favour the most fluid format for the project: remote workshops, on-site immersions or a hybrid format depending on the location of the teams.
How can I contact you to discuss a project?
Via the Contact page of the site.
We usually reply within a few days. And if the question comes up again and again, it'll probably end up on this page!
By business sector or area of activity
Ecommerce & private sector: optimising customer and purchasing paths
What tasks can an e-commerce business or company entrust to Pépinia?
As a freelance Product Manager, I'm often called in to improve a specific point in an ecommerce site's shopping tunnel (e.g. reduce basket abandonment, optimise the product page, simplify the payment tunnel, etc.), but also when launching a new digital offering (subscription, service, redesigned customer journey, new site). It can also be a company that wants to launch itself on the web and needs support.
Are you involved in the entire customer journey or just the purchasing phase?
Pépinia can work on the entire customer journey or just the purchasing part: the choice is yours!
Can you help improve conversion and reduce friction?
Yes, it's one of the core aspects of my job. I analyse the irritants in the customer journey as a whole. This can start with irrelevant traffic acquisition, onsite conversion or post-purchase. For each of these stages of the customer journey, I propose concrete levers to correct them.
Can you handle the technical aspects of a showcase or e-commerce site?
No, Pépinia is not a technical service: that's up to each individual! However, in the course of my investigations, I may identify technical issues that are slowing down the experience (e.g. slowness, overloading, poor mobile experience, etc.). In this case, I can refer you to specific experts or service providers in my network to identify these aspects in more detail and correct them.
Do you create your own showcase or e-commerce sites?
Most of the time I don't create the sites myself. My role is mainly that of a super project manager who identifies the problems, advises and coordinates the internal contacts, service providers, etc.
However, I do sometimes correct or develop sites myself in specific cases. For example, when it's more time-consuming to coordinate teams than to do it myself. So if it's a question of modifying text content, changing the imagery, writing articles, adding new functionalities... I take care of it.
Local authorities: improving the user experience and digital public services
What is the online user experience?
It's the way people experience your online services: understanding information, finding a procedure, filling in a form or getting an answer.
A good experience = fewer abandonments, fewer errors, fewer requests.
Why improve the user experience (public services)?
Because complex procedures lead to frustration for users... and overload for staff. Improving the user experience means simplifying procedures, streamlining steps and making services more accessible.
Should the whole site be redesigned to improve the user experience?
No, rarely.
The majority of improvements come from small adjustments: reorganisation of pages, simplification of content, improved readability or accessibility corrections.
Can you rewrite or simplify the content intended for users?
Yes. I reformulate your pages, explanations and messages so that they are clear, understandable and usable by everyone, including people who are not digitally literate.
Do you work with in-house teams or public sector service providers?
Yes, I'll work with your in-house teams and technical service providers to ensure that the improvements are consistent, realistic and sustainable.
Digital health: patient experience and accessibility in healthcare establishments
Do you work with hospitals, clinics or health establishments?
I work with hospitals and clinics to improve the clarity of information, simplify patient pathways and make services easier to understand.
This includes analysing digital pathways, rewriting medical/administrative pages, simplifying online procedures, optimising the site and providing accessibility support (RGAA). The aim is to reduce stress for patients and the workload for our teams.
Are you familiar with the constraints and requirements of the medical sector?
I'm trained in Digital Health, with knowledge of patient pathways, how hospital information systems work, RGPD health requirements, national standards (INS, DMP), as well as the challenges of clarity, security and accessibility (RGAA).
This foundation enables me to adapt my methods to the constraints and realities of the hospital environment.
Are healthcare establishments required to comply with the RGAA?
Yes, as a public health establishment or a structure providing a public service, you are subject to the digital accessibility obligations defined by the RGAA. This means that you must regularly assess your site, correct any non-compliance and publish an up-to-date accessibility declaration. Pépinia can help you clarify your obligations, prioritise corrections and move towards realistic and sustainable compliance.
Should the whole site be redesigned to improve the patient experience or should it be RGAA-compliant?
No, in the majority of cases.
Many irritants are linked to simple elements: content that is too technical, overloaded pages, complex forms, unclear steps, display errors, contrast problems.
Small, targeted improvements can transform the experience without a complete overhaul.
What is a digital health assignment like, and who do you work with at the hospital?
I can adapt to your organisation: management, communications, medical secretariats, care units, IT department, external service providers.
