Pro Santé Identité

Round 1 of testing made it plain: the friction was not in the screens, it was in the mental model. Nobody could tell Pro Santé Connect from Pro Santé Identité, or an “activated” e-CPS from a “certified” one; the RPPS, central to the journey, was unknown to most. And the purpose had vanished: nothing in the app said what all of this unlocks. One participant summed it up better than we could: “It’s as if I’d driven 20 km to Disneyland and stopped at the gate.” The choice: never explain the architecture, get people through it. Internal terminology (“national / local service”) was removed, every action carries its purpose in one sentence (“Certifying your e-CPS will give you access to medical imaging services”), and the point of the journey stays visible at every step.

Round 1 (January 2026, testing run by the ANS). 9 participants on an interactive prototype, two scenarios: account creation, then coming back to the app. Verdict: 3.4 out of 5. The frictions were precise and all fixable. The identifiers screen bred anxiety, with unexplained RPPS duplicates. Certification was too fast to be credible: one tap, no visual feedback, instant doubt. And an “add an identifier” button was read as a password manager.

The fixes, arbitrated then built into the screens. A redesigned identifiers screen (link to the health directory, duplicates explained, reversibility reassured). A certification micro-animation to materialise that something is happening. A confirmation screen and a short post-signup tutorial. Manual RPPS entry. France Identité put forward, with an explicit way out.

Round 2 (February 2026). 13 radiographers, in person across three healthcare facilities, on the hardest path: a professional missing from the RPPS directory. Result: 4.3 out of 5.

The screen listing a professional’s workplaces was titled “Mes structures” (“My facilities”). The possessive was wrong: you do not own the hospital you practice in. “Structures d’exercice” (“practice facilities”) was accurate but cold and jargon-heavy. The keeper: “J’exerce dans” (“I practice at”). Simple, active, descriptive of the actual relationship, with the “Add a practice facility” CTA carrying the definition. On a state service aimed at a million professionals, this kind of call is not cosmetic: every badly-chosen word becomes a ticket to the support desk.