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Copyright of Conference Proceedings of the Société d'Ergonomie de Langue Française (SELF) is the property of Societe d'Ergonomie de Langue Francaise and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Conference Proceedings of the Société d'Ergonomie de Langue Française (SELF) is the property of Societe d'Ergonomie de Langue Francaise and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Conference Proceedings of the Société d'Ergonomie de Langue Française (SELF) is the property of Societe d'Ergonomie de Langue Francaise and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Nowadays, involving citizens in Local Environmental Governance (LEG) is becoming increasingly important. In order to empower the role of citizen in this context, we propose an approach that relies on the establishment of a physical and intellectual space for shared understanding and collaboration between all stakeholders impacted by an environmental problem (in our case odour emission). Based on the development of an Information Technology (IT) system allowing odour emission measurement as well as the collection of citizen feedback, a Living Lab (LL) approach is being implemented that involves citizens, public authorities, industry and environmental non-governmental organisations (NGOs). According to the definition of the European commission, Living Labs are "open innovation environments in real-life settings, in which userdriven innovation is fully integrated within the co-creation process of new services, products and societal infrastructures". Based on this definition and considering, in our case, citizens as one of the end-users of the IT system, we argue that such an approach will empower their role in local environmental governance. This article presents the method and techniques that will be used in order to set up such a Living Lab. More precisely, we focus here on the first step of this method: defining the components that will support the management of a Living Lab relying on an IT system. This step consists in the identification of the Living Lab stakeholders (citizen, industry, public authorities, NGOs, etc.), including their characteristics, fears, expectations, involvement and engagement regarding the Living Lab. To do this, 2 main approaches are being combined: A Living Lab approach that aims to involve citizens in local Environmental Governance (LEG) design. Use of Human-Centred Design (HCD), to combine IT developments and LL needs, for example Personas methodology and usability test. A Living Lab relies mainly on stakeholders' involvement in order to build trust and establish a common goal. In this sense, sociologists' approaches ((Akrich et al. 2006);) bring valuable information on how to mobilise different actors in order to innovate (Actor Network Theory). However, in the innovation process, these approaches are only considering human actors and do not take into account any technological aspects. However, if Living Labs are relying on human actors' interactions it should also take into account their interactions with the IT system it is based on. In this case, Human- Centred Design (HCD) being an approach that aims to make IT systems usable and useful by focusing on the users, their needs and requirements, is to be considered as complementary to the sociologists approaches. This article, based on the work performed in the FP7 European project OMNISCIENTIS, presents the theoretical context in which this study takes place as well as the overall methodology. [ABSTRACT FROM AUTHOR]

Copyright of Conference Proceedings of the Société d'Ergonomie de Langue Française (SELF) is the property of Societe d'Ergonomie de Langue Francaise and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

This research, still in progress, aims at increasing eGovernment services (eGov services) appropriation through recommendations for design of adaptive interface for eGov services. In order to reach this goal, we propose to focus our research on eGov services quality, considering the fact quality is one of the most critical dimension which influences website usage. This is particularly true when website addresses eGovernment services, where confidentiality, quality and information authenticity are crucial. The eGov services quality measure is then a major stake for public administrations if they want to promote eGov services use to citizens. The paper proposes a methodology in several steps. At the end, we must be able to propose a quality model for eGovernment which will be derived into several set of perceived quality models, trust models and acceptance models, corresponding to different user's profiles. Moreover, we propose to identify interaction way that is the most suitable for user regarding their profile. To do that, we will define some interaction characteristics that have to be taken into account, such as interface form, dialogue structure, manipulation preferences, errors treatment… and then propose interaction typologies depending on user's typology model. In the mid-term, our objectives are to provide tools and methodologies to support European eGovernment. This research could help designers and developers in producing better quality services regarding the eGovernance objectives and to benefit from recommendations closer to reality. [ABSTRACT FROM AUTHOR]

In this paper, we propose to study the perceived quality of eServices, attempting to combine the approaches from services quality and from technological acceptance and digital trust theories. So, our proposed model integrates these various dimensions from a review of literature. From this review, we extracted the most relevant criteria to measure the perceived quality. Furthermore, each of these three facets (quality, acceptance, and digital trust) is positioned towards three main elements which compose the interaction between citizen and eservice: service, interface and user. The model proposed in this paper is the first step towards a methodology aiming at ensuring service best quality in eGovernment websites, with the aim to encourage their appropriation. A second step will be to validate the model, from a statistical analysis, as well as by conversations and focus groups with an e-citizen's panel. [ABSTRACT FROM AUTHOR]