Goals are used in WalkMe to quantify success and understand user behavior in Analytics. Using Goals, you can view not only how many times a Walk-Thru, Resource, Shuttle, ShoutOut, or Onboarding Task has been played, but also if the user completed the process on your site.
Viewing just the usage of WalkMe items is not always an accurate reflection of their value. When using a Walk-Thru, many users only need to be guided part of the way through a process until they can take control and complete it on their own so they often will stop a Walk-Thru. Just because a user doesn’t complete the Walk-Thru though, doesn’t mean it didn’t help them be more successful. Goals allow you to track the outcome of using WalkMe Items so you can see if users are more successful and if you’re reaching your desired KPIs with WalkMe.
For example, a Walk-Thru guiding a user through filing an expense report may have a Main Goal that tracks if the user reached a success page and a Milestone Goal that tracks if the user clicked submit, which can help understand if a user may not be completing a process because of error messages.
Use-Cases for Goals
Here are examples of Goals that can help you evaluate if WalkMe is helping to achieve your desired KPI's or business objectives:
- For a Walk-Thru that helps users create a new Lead in a CRM, create a Main Goal to see if users are actually submitting new Leads
- Track if new staff are completing onboarding items, such as setting up their profile information by creating a Goal that checks if they update their profile.
- For a ShoutOut promoting a Sweepstakes, set a Main Goal to track how many users who see the ShoutOut sign up for the sweepstakes.
- For a Resource Article about how to use a new feature on your site, set a Main Goal to track if users successfully use the feature after having viewed the Resource
There are two kinds of Goals: Main Goals and Milestone Goals. Main Goals track completion of a process. Main Goals can help you quantify improvement on process completion and track usage of features. Milestones can help you track your users through a process. Milestones are particularly helpful to understand user behavior when Main Goals are not completed.
Goals are made in the Editor for each WalkMe item. Any time you make a change to your Goals in the Editor, you will have to re-publish that individual item to which the change was made in order for it to be published in production.
Users do not know that Goals have been created, or that certain actions are being tracked for goal completion, or that they have satisfactorily fulfilled a goal completed, the exception for which is Onboarding; when a user achieves the goal for an Onboarding task, the task will be appear marked off.
WalkMe checks for Goal completion from the moment the Walk-Thru, Resource, ShoutOut, or Shuttle plays, whether it was initiated by the user clicking on it in the Player Menu, Auto Play, or via a Launcher. WalkMe continues tracking Goals for up to two hours after the item has been closed or ended, the exception for which is Onboarding; WalkMe checks for Goal completion constantly regardless of whether the user has played the task.
Once a Walk-Thru is played, its Goals are checked every 10 milliseconds! The goals will be continuously checked until they are met. Therefore, when setting goals we recommend using URL and On Screen Element clicked or URL and jQuery is visible (they are the lightest in terms of performance). Learn more about the Rule Engine.
Onboarding Goals are the criteria by which WalkMe will consider the task complete and cross it off the tasklist. In other words, the Onboarding Goal not only tracks successful completion in the Analytics for use of the WalkMe administrator, but also marks in the WalkMe Player, in the user's view, that they have completed the task. Onboarding tasks can only have Main Goals that determine when the task is complete; tasks cannot have Milestone Goals, but we recommend you add Milestones to your specific Walk-thru or Resource.
A key difference between Walk-Thru Goals and Onboarding Goals is that Onboarding Goals track continuously as soon as WalkMe loads on a site regardless of whether the task has been played. This way, WalkMe can accurately track a user's progress and see which tasks they complete even without using WalkMe. This means that when the task list is displayed, completed tasks will be struck out, even if the associated Walk-Thru was not played. Because of this, Onboarding Goals should be created using rule types that use very little performance resources. For example, you should use URLs instead of On Screen Elements for your rules, to ensure Goals do not affect the performance of your site. Learn more about optimizing performance with rules.
Create a Main Goal:
The Main Goal should show value and be relevant to your key performance indicators, as defined by you and your CSM. Use a message or a URL that demonstrates completion.
- Open the Walk-Thru, Resource, Shuttle, ShoutOut, or Onboarding task to which you would like to add a Goal. Goal setup is located in different places for the different Apps.
Walk-Thru: Open Walk-Thru Settings, then open Goals Tab
Resources: Open the Resource
Shuttles: Open the Shuttle
ShoutOut: Open ShoutOut Options, then open Goals tab
Onboarding Task: Open the task
- Click Set a Goal
- Click Set a Main Goal
- Name the Goal. Make this name descriptive, straightforward, and succinctso it’s easy to understand it in WalkMe Analytics; e.g. “Success Message Received” or “Clicked Submit”
- Create a Rule that identifies the action that constitutes success. For example, write a rule that defines the goal as receiving specific message that appears only after completion message (jQuery Element Is Visible) or a URL that is only reached when the process is complete (Current URL Contains “submission_received”)
- Click Done
Milestones are most commonly used with Walk-Thrus, but can be leveraged to gain valuable insight with a Resource, Shuttle, or ShoutOut. Milestones will help you isolate troublesome areas in your site or business process. For robust Goals to glean maximum information from user behavior, create a Milestone Goal to represent each significant phase in the process. Use a unique URL or specific element on the page to represent where the user is on the site and their most recent actions.
Milestones can only be created after a Main Goal has been made.
Create a Rule for the Milestone that identifies the state of the user
- After a Main Goal has been created, you will have the option to Add a Milestone
- Name the Milestone. Make this name descriptive, straightforward, and succinct
- Create a Rule that identifies the step in the process that the user is in
- Click Done
- Maximize the Flow Tracker by clicking the carrot on the left side
- Click the Goals tab
- Start the Walk-Thru/Resource/Shuttle/ShoutOut/Task
- Preview the Rule for each Goal by clicking Goal Info. If there is more than one goal listed, the first one is the Main Goal and the others are Milestones.
- Navigate through your implementation and confirm that the correct action triggers the Goal as complete.
- When a goal is met, it will have a green check mark next to it.