Resources and exploration space -

 
6 January 2026

How to improve the customer experience internally: five levers to discover

What if, in order to transform the customer experience over the long term, we had to act where it is really built? In internal processes, the circulation of information and collaboration between teams. This article explores five concrete ways of improving the customer experience from within.
18 December 2025

Informative or decorative images: making the difference in digital accessibility (RGAA)

When designing accessible digital services, one question constantly comes up: should this image be described or not? This apparently simple question hides a fundamental issue. Because not all images are created equal. Some convey essential information, while others serve only to enrich the visual experience.
9 December 2025

AI and transformation: should we really fear a «great replacement»?

The idea that AI will enable us to produce more and do without many human skills has spread with astonishing speed. It's a cultural narrative, a form of progressive contagion that extends well beyond the IT framework to permeate all professional conversations, internal arbitrations and sometimes even recruitment policies. Yet transformation has never meant replacement, and reducing tasks has never meant losing value.
30 November 2025

The great misunderstanding of AI: why we think it's intelligent

There's that strange moment that almost all of us have experienced recently with ChatGPT or another AI. That moment when the machine formulates an answer so accurate, so nuanced, that we lend it a form of humanity. Why does AI give us the impression that it understands? An analysis of the great misunderstanding that leads us to project intention and intelligence onto statistical systems.
24 November 2025

Why the majority of accessibility barriers remain invisible

The obstacles that really block users are not the ones we notice. We evaluate a site in the same way as we evaluate a shop window by what we can see, but these elements are only the tip of a much larger whole, a technical and perceptive underground that many people will never explore.
20 November 2025

Why making a service accessible benefits everyone

Digital accessibility is often presented as a requirement for a minority. A sort of specialist skill, necessary «for some users», but of secondary importance to the rest of the world. And yet, once you step away from standards and obligations for a moment, one thing becomes clear: an accessible service makes the experience better for absolutely everyone.
14 November 2025

Digital accessibility: what are we really talking about?

The word is everywhere, in invitations to tender, redesigns and «strategic» meetings. Digital accessibility has become a concept that people are happy to brandish... while carefully avoiding defining it. But if you scratch the surface, a question arises, almost embarrassing in its simplicity: what are we really talking about when we talk about digital accessibility?
7 November 2025

Preparing for a redesign: the right questions before taking action

The redesign of a digital medium is never just a technical project: it's a mirror. It shows how a company works, where it falters, what it really values and what it neglects. So before you break everything and start again from scratch, here's the checklist I use before any redesign project.
4 November 2025

Digital health and accessibility: the blind spot in digital care?

Digital health promises to bring patients closer to care. But in all the talk of innovation, haven't we forgotten one essential thing: access? Digital technology should be repairing inequalities in access, but it is sometimes creating new ones.
4 November 2025

Is accessibility the new measure of digital maturity?

In France, the e-commerce podiums have become a media ritual. But behind these trophies of modernity and conversion records, one essential question almost always remains unanswered: “Are these platforms really accessible to everyone?”

Pépinia's coffee break

A short newsletter to read over a cup of coffee and take a step back from the digital world, user experience, accessibility and quality of service.