{"id":4512,"date":"2022-12-08T11:29:16","date_gmt":"2022-12-08T10:29:16","guid":{"rendered":"https:\/\/institutrobertbadinter.fr\/fr\/?post_type=publications&p=4512"},"modified":"2026-04-27T12:04:11","modified_gmt":"2026-04-27T10:04:11","slug":"parcours-usager-justiciables","status":"publish","type":"publications","link":"https:\/\/institutrobertbadinter.fr\/en\/publications\/parcours-usager-justiciables\/","title":{"rendered":"Le parcours usager des justiciables face aux aspects num\u00e9riques des proc\u00e9dures judiciaires"},"content":{"rendered":"\n

La d\u00e9mat\u00e9rialisation est un enjeu majeur de la justice du XXIe si\u00e8cle. Si elle r\u00e9pond \u00e0 une attente d\u2019une grande majorit\u00e9 de la population, elle n\u2019est pas sans soulever certaines r\u00e9ticences. Son d\u00e9veloppement ne saurait se faire au d\u00e9triment du droit fondamental d\u2019acc\u00e9der au tribunal notamment au regard des populations les plus vuln\u00e9rables. \u00c0 l\u2019aide d\u2019une approche pluridisciplinaire (droit, psychologie sociale, sciences du langage) associant la th\u00e9orie et la pratique, le projet ambitionne de proposer des leviers d\u2019am\u00e9lioration du parcours num\u00e9rique des usagers dans les proc\u00e9dures judiciaires. D\u00e8s le d\u00e9but du projet, la recherche poursuivait cinq objectifs :
– identifier les freins et difficult\u00e9s rencontr\u00e9es par les usagers dans leurs parcours num\u00e9riques d\u2019acc\u00e8s au droit
– identifier et caract\u00e9riser les strat\u00e9gies d\u00e9velopp\u00e9es par les usagers et les personnes charg\u00e9es de leur accompagnement pour pallier ces freins et difficult\u00e9s
– analyser la diff\u00e9rence entre le parcours th\u00e9orique et le parcours r\u00e9el des usagers dans le cadre des parcours num\u00e9riques
– proposer des pr\u00e9conisations afin d\u2019am\u00e9liorer les parcours num\u00e9riques des usagers et le parcours r\u00e9el dans ces situations
– proposer des pr\u00e9conisations quant \u00e0 la formation \u00e0 destination des accompagnateurs des structures telles que les maisons de la justice et du droit.
Pour parvenir \u00e0 les atteindre, il a, d\u2019abord, \u00e9t\u00e9 n\u00e9cessaire de r\u00e9aliser un diagnostic de l\u2019existant gr\u00e2ce \u00e0 des entretiens avec des professionnels et des usagers mais aussi \u00e0 une \u00e9tude sur les sites et parcours num\u00e9riques d\u00e9j\u00e0 pr\u00e9sents. Les r\u00e9sultats, obtenus sur le terrain, ont ensuite \u00e9t\u00e9 analys\u00e9s afin de pr\u00e9senter des pr\u00e9conisations tendant \u00e0 r\u00e9v\u00e9ler un parcours num\u00e9rique judiciaire id\u00e9al. Ces pr\u00e9conisations sont au nombre de 10 formul\u00e9es en 3 axes d\u00e9voil\u00e9s par le diagnostic : lutter contre les vuln\u00e9rabilit\u00e9s num\u00e9riques ; adapter les outils num\u00e9riques li\u00e9s \u00e0 l\u2019acc\u00e8s au droit ; am\u00e9liorer l\u2019accompagnement des usagers. Elles ont \u00e0 c\u0153ur de traiter les difficult\u00e9s rencontr\u00e9es d\u00e8s leurs sources (illectronisme, vuln\u00e9rabilit\u00e9), d\u2019offrir une information compl\u00e8te et adapt\u00e9e aux usagers (ergonomie, site expert et novice, r\u00e9ponses de fond et de proc\u00e9dure), mais aussi d\u2019accompagner l\u2019usager vers l\u2019autonomie (favoriser le contact humain, former les accompagnants) le tout en pr\u00e9servant les droits fondamentaux de chacun et l\u2019\u00e9thique des proc\u00e9dures. Durant cette \u00e9tude l\u2019un des \u00e9l\u00e9ments clefs mis en exergue est le caract\u00e8re balbutiant du parcours d\u00e9j\u00e0 existant. Ce qui pourrait \u00eatre per\u00e7u comme une faiblesse face \u00e0 la pauvret\u00e9 de l\u2019existant, peut aussi \u00eatre vu comme une force. Bien que cela doive n\u00e9cessairement prendre du temps, il est toujours plus facile de faire que de d\u00e9faire. Le rapport tend donc \u00e0 proposer des leviers pour am\u00e9liorer voire cr\u00e9er ce parcours id\u00e9al.<\/p>\n\n\n\n

19.34_synth\u00e8se<\/a>T\u00e9l\u00e9charger<\/a><\/div>\n\n\n\n
19.34_rapport<\/a>T\u00e9l\u00e9charger<\/a><\/div>\n\n\n\n
English version below \/ R\u00e9sum\u00e9 en anglais

Dematerialisation is a major challenge for justice in the 21st century. Although it meets the expectations of a large majority of the population, it is not without its own reservations. Its development should not be to the detriment of the fundamental right of access to the court, particularly with regard to the most vulnerable populations. Using a multidisciplinary approach (law, social psychology, language sciences) combining theory and practice, the project aims to propose levers for improving the digital pathway of users in legal proceedings. From the beginning of the project, the research had five objectives:
1) to identify the obstacles and difficulties encountered by users in their digital access to the law;
2) to identify and characterise the strategies developed by users and the people in charge of their support to overcome these obstacles and difficulties;
3) to analyse the difference between the theoretical pathway and the actual pathway in the context of digital pathways;
4) to propose recommendations in order to improve the digital pathways of the users and the real pathway in these situations;
5) . to propose recommendations for the training of support staff in structures such as the maisons de la justice et du droit.
In order to achieve these objectives, it was first necessary to carry out a diagnosis of the existing situation through interviews with professionals and users, as well as a study of the existing digital sites and paths. The results, obtained in the field, were then analysed in order to present recommendations tending to reveal an ideal judicial digital pathway. These recommendations are 10 in number, formulated in 3 axes revealed by the diagnosis: fight against digital vulnerabilities; adapt digital tools related to access to law; improve user support. They aim to deal with the difficulties encountered at their source (illiteracy, vulnerability), to offer complete and adapted information to users (ergonomics, expert and novice site, substantive and procedural answers), but also to accompany the user towards autonomy (favouring human contact, training of support staff), while preserving the fundamental rights of each person and the ethics of the procedures. During this study, one of the key elements highlighted was the incipient nature of the existing pathway. What could be seen as a weakness in the face of the poverty of what exists, can also be seen as a strength. Although this will necessarily take time, it is always easier to do than to undo. The report therefore tends to propose levers to improve or even create this ideal pathway.
<\/summary>\n

<\/p>\n<\/details>\n\n\n\n

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