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Smart Walk-Thrus

Last Updated: Jul 25, 2017 01:07PM PDT

  Smart Walk-Thrus

Smart Walk-Thrus simplify the user experience by providing on-screen guidance at the moment of need so that your customers can complete any task successfully.
 
 

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The Short Version

The Smart Walk-Thrus App allows you to create tip balloons on your site to help users through any online process. Just like a GPS takes you from start to finish where you want to go, a Smart Walk-Thru will take your user through an online process with interactive step-by-step guidance.

For example, a company that introduces a new process for requesting vacation days in its HR software could create a Smart Walk-Thru guiding employees through it. Another Smart Walk-Thru could guide managers through the approval process. Each Smart Walk-Thru can be segmented so that it appears only to the relevant user type. When a user needs assistance, a Smart Walk-Thru can teach them while also allowing them to complete the task at the same time and they can always come back to a Smart Walk-Thru for a refresher.

Here are a few more examples of how Smart Walk-Thrus can be used:
  • Feature Adoption: Shorten the time it takes customers to adopt a new software, boosting customer experience and loyalty.
  • Onboarding and Training: Onboard and train employees faster by providing constant and relevant guidance on screen. Smart Walk-Thrus allow users to learn as they work so no time is wasted.
  • Support: Provide self-service support to customers with engaging and simple guidance for an effortless and personalized online experience.

Instructions on creating your first Smart Walk-Thru.


How are Smart Walk-Thrus different from Walk-Thrus?

Smart Walk-Thrus is the Walk-Thru App of the future! Smart Walk-Thrus replace the Walk-Thru step list with a new visual approach that maps the steps like a flowchart. Smart Walk-Thrus also have more capabilities to accommodate different ways of completing a process. From the end user’s perspective, Smart Walk-Thrus and Walk-Thrus are indistinguishable.
 

Playing A Smart Walk-Thru

Smart Walk-Thrus can be started by your user in a number of ways. Depending on user need, you can configure a Smart Walk-Thru to be started:
  • Player Menu: The user can search or browse the list of published Smart Walk-Thrus in the Player Menu and launch it by clicking on the title
  • Launcher: The user can click a Launcher (like a quickstart button placed anywhere on your site) to start a Smart Walk-Thrus
  • ShoutOut: Users can be given the option to play a Smart Walk-Thru by clicking on an action button in a ShoutOut
  • Onboarding Task: A Smart Walk-Thru can be activated by playing an associated Onboarding task
  • Smart Walk-Thru Link in a Step: Users can click on a link in a step to start a Smart Walk-Thru
  • Permalink: Permalinks can be sent in emails, marketing materials, or linked to in support documents that will open a page and automatically start a Smart Walk-Thru when clicked.
  • AutoPlay: Smart Walk-Thru can be set to launch automatically under certain conditions

Learn more about different methods for your users to engage with Smart Walk-Thru

Before a Smart Walk-Thru plays, WalkMe checks Segmentation Rules. Once this rule is confirmed as true, WalkMe will search for the element of the first Step. Once the element has been found, the Smart Walk-Thru will play. The Smart Walk-Thru will continue to guide the user until the last step is played and triggered. Goals, element tracking, and analytics data start to be collected as soon as the Smart Walk-Thru is loaded.
 

Steps and Flow Steps

Steps appear as tip balloons on the screen giving users directions through a process. Regular steps appear as blue balloons in the Smart Walk-Thru map. Flow Steps appear as orange icons in the Smart Walk-Thru map and function behind-the-scenes to alter the flow of the Smart Walk-Thru. The best practice for building Smart Walk-Thru is to first create steps in the Main Path and then add in Flow Steps.
 
Steps
Steps point to an element on the screen and give a main direction; for example, “Enter text in this field” or “Click this button.” Each step also has a trigger - the action which will cause the step to proceed to the next step; for example, when the user enters text into the associated element or clicks a button.
                 
On the left is an example of how a step appears to the user; on the right is an example of how the step appears in the Editor in the Smart Walk-Thru Map

Popups also appear as a balloon with text but unlike regular steps, they do not point to an element but instead are displayed in the center of the screen. Popups are commonly used to create welcome messages at the beginning of a Smart Walk-Thru or success messages at the end of a Smart Walk-Thru .
              
On the left is an example of how a step appears to the user; on the right is an example of how the step appears in the Editor in the Smart Walk-Thru Map

Learn more about creating steps in the Build a Basic Smart Walk-Thru article.
 
Flow Steps
Flow Steps can perform a variety of actions to alter the flow of the Smart Walk-Thru; for example:
  • Split: Give users alternative paths through completing a process
  • Wait for: Wait for users to do one action before continuing to another
  • Error Handling Group: Error-proof the Smart Walk-Thru
  • Redirect the user to another page or Smart Walk-Thru
Flow Steps are often written with a rule about when to activate.


In the image above, the orange step is a Flow Step that waits until the account page has loaded before playing the "Welcome back!" popup step. The user will not "see" the Flow Step.
Read more about Flow Steps.
 
Modifying Steps
If you would like to modify a step balloon or popup step after creating it, click on it to open the Step Options Menu. Here, you can change the balloon position, title, text, and triggers, or modify the Appearance, Precision, or add a Note.



The image above shows the Step Options Menu tabs. 
 
Step Interaction
In the Interaction tab, you can modify text, balloon position, and triggers.
  • Title: Edit the main instruction for the user
  • Text: Include additional instructions or details for the step if desired
  • Trigger: Determine what action will move the Smart Walk-Thru onto the next step. Triggers drive the guidance forward and make it interactive.
    • Click: User clicks the element
    • Next: User clicks a Next button on the balloon. The following triggers can be combined with the Next trigger by pressing Control on a PC (or Command on a Mac):
    • Click + Next: Triggers the following step by clicking the element OR clicking the Next button
    • Text + Next: Triggers the following step by typing into element OR clicking the Next button
    • Type: The user completes entering text in the element
    • Hover: User hovers over the element
    • Delay: The next step will play automatically after a set number of seconds
    • Refresh: The next step will play upon page is refreshed
    • Custom Trigger: Create a Rule in the Rule Engine which will tell WalkMe when to continue to the following step. Note that you can use this trigger type in order to add additional elements on the screen that can trigger the step. This trigger can be added to any other trigger by pressing and holding Control on a PC or Command on a Mac.
    • Drop-Down Menu Triggers: The following triggers only appear as options when a drop down menu element is selected :
      • Select Any: Any item in a drop down menu is selected
      • Select Specific: A specific drop down item is selected
      • Select Any + Next: Triggers the following step by selecting any item in a drop down menu OR clicking the Next button
      • Select Specific + Next: Triggers the following step by selecting a specific item in a drop down menu OR clicking the Next button
  • Balloon Position: Change where the step balloon appears in relation to the element selected (Further customize position in Appearance > Position)
  • You can use BBCode to do things like alter the appearance of text, add hyperlinks, or link Smart Walk-Thrus. Check out the BBCode section of the Rich Text Article for examples
  • Rich Text Editor: Further customize the balloon
    • Change font style, color, and size
    • Add a hyperlink
    • Add bullets
    • Insert links to start another Smart Walk-Thru in the content field
    • Insert image in the content field (using URL)
    • Insert videos from YouTube, Vimeo, Wistia, or Flash (using URL)
    • Insert HTML content from another domain
    • Learn more about the Rich Text Editor
 
 

Step Appearance and Notes

Read about the other categories in the Step Options Menu.
 

Step Actions

After creating steps, hover over the step balloon to play the Smart Walk-Thru starting from that step, view a screenshot, duplicate, delete, or add a Start Point or Peer Step.

In the image above, the user is hovering over the "Click Login" step to see the options to Play Step, View Screenshot, Duplicate Step, Delete Step, Add Start Point, or Add Peer Step
 
Start Points
Start Points allow you to tell WalkMe to start the Smart Walk-Thru from a step other than the first one. The Main Path of the Smart Walk-Thru contains all the steps from A to Z to get through the process, but sometimes a user may start the Smart Walk-Thru when they’re already part way through the process. When the user plays the Smart Walk-Thru, WalkMe will start evaluating Start Points for the step that the Smart Smart Walk-Thru should start from. WalkMe looks to play from the step furthest along in the process; in other words, WalkMe scans the Start Points from the bottom up.

For any given step from which a user may want to start the Smart Walk-Thru, hover over the step, and click add Start Point. Then create a rule to tell WalkMe when to start from this Step. WalkMe automatically generates two rules when you create a new Start Point - URL and selected element visible. The URL rule allows you to tell WalkMe to play the Smart Walk-Thru from this step when the user is on a certain page. The Selected Element rule allows you to tell WalkMe that the element selected for this step must also be visible in order to play the step.

Steps that have been designated as Start Points will have an orange icon beside the step in theSmart Walk-Thru Map. When you hover over the information tooltip on the corner of the step, you can preview the rule that WalkMe will check for to start the Smart Walk-Thru from this step. To remove a Start Point from a step, simply hover over it and click the trash icon (this will not delete the step)

In the image above, a Start Point has been created for the "Click Login" step so that when the user plays the Smart Walk-Thru when they are on the account page and the Login button element is visible, the Smart Walk-Thru will start from this step.
 
Peer Steps
Peer Steps will appear on the screen at the same time as the original balloon. The Trigger from the Main Path step must be performed in order to move on to the next step. Peer steps can also be created via dragging a step to another step. Peer Steps are often used along with the Highlighter in the Appearance tab of the Step Options Menu.

 

Smart Walk-Thru Map

The Smart Walk-Thru map allows you to easily see the Smart Walk-Thru you create in the WalkMe Editor. You can zoom in, zoom out, and expand to full screen. When relevant, you can easily view the rules created on steps by hovering over the tooltip on the upper right hand of the step.
The image above shows the Smart Walk-Thru Map in the Editor for the process of logging in.
 

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