Best Practices for Smart Walk-Thrus
Your Smart Walk-Thru should follow the general structure and tips outlined below in order to create the best possible user experience. This structure can increase the utility of WalkMe on your site and help you achieve your business objectives.
Build your Basic Flow
Each Walk-Thru Flow should focus on a very specific task that needs to be accomplished by the end-user. Name your Walk-Thru Flow something informative so that your users understand what the Walk-Thru Flow will help them accomplish. Plan your Walk-Thru Flow from the home page and be sure to include any navigational steps required to reach the correct page or element. Try and account for other starting places on your site as well, making sure that the steps necessary to exit or go back to a previous screen are present as well. Flow Steps can be added so that these steps only appear when necessary.
After your navigational steps, your Smart Walk-Thru should focus on the task at hand for your user. Include only steps that are required to complete the process.The best practice is to have your main flow focused on the path or route that the majority of users will take. Keep your flow simple and the text short to keep users engaged. Make sure balloons do not block any text or important elements on screen. Avoid steps that provide an overview or detailed information on an element or feature that is not directly related to the process. At the end of your flow, try adding a success popup to encourage your users.
Add Multiple Start Points
Your user may be halfway through a process before starting a Walk-Thru Flow . In order to make sure the Walk-Thru Flow starts from the relevant step instead of making them start from the beginning, add a Start Point. A Start Point will make sure the Walk-Thru Flow recognizes where the user is in the process and picks up from the appropriate step.
Any step within your Smart Walk-Thru can be configured as a Start Point. Each Start Point will only be activated if the rule defining the starting point are true. Start points are evaluated from the bottom up, meaning that WalkMe checks the rule for the last starting point first.
When creating new Start Points WalkMe pre-fills the rule engine allowing you to simply define the URL to easily create Start Points. In certain situations you may need to edit or modify statements to more accuratly determine when the user should start for this step. When using an element on a page for a rule, it is best practice to use a URL in combination with On Screen Element in order to optimize performance.
Use Error Handling Groups
Accommodate for users making errors with Error Handling Groups in your Smart Walk-Thru. Use an Error Handling Group to go to steps outside the main flow that can help users correct their mistake. An Error Handling Group is activated when the associated rule is true.
Errors can be identified using a URL, On Screen Element (such as an error message), or a combination of the two. Creating a Rule based on the error message will ensure the Error Handling Group will continue to play until the error is resolved.
Target your Users
Purposeful Segmentation is an important part of your Smart Walk-Thru. Segments allow you to push items to specific users or to remove items from a user’s view. If Smart Walk-Thru s aren’t relevant to certain users or under certain conditions, they can be hidden using the Segmentation Center. This will allow your users to focus on the available tasks and reduce clutter on screen and in the Player Menu. The Best Practice is to use either a URL to segment by page or a Variable to segment your Smart Walk-Thru by user type or role. The Segments of your Smart Walk-Thru get checked as soon as WalkMe loads on a page. Before your Smart Walk-Thru becomes visible, the Segment must be True. Items with no Segment will always appear.
Read about Segmentation
Add Goals and Milestones
All Smart Walk-Thru should have a Goal so you are able to track their value and track if they are successful in helping user achieve their task. There are two types of Goals for a Smart Walk-Thru, a Main Goal and a Milestone. The best practice is to create a Main Goal that checks if users successfully completes a process. Milestones can check different stages in your process. Create your Smart Walk-Thru goals using a combination of URL and On Screen Element to capture the user’s action on a specific page.
Read about Goals
How to Engage Users
WalkMe offers a wide variety of methods for you to deliver training, support, and promotion to your users. Read the guide.
Keep Your Map Clean
Keep your Smart Walk-Thru simple and easy to follow for yourself and other colleagues. The tips below will keep your Smart Walk-Thru easy to manage and edit, even if you’re new to the flow or are returning to edit your flow some time later.
Name Every Flow Step
Make sure that you add a title that describes exactly what each Flow Step does. This will make it clear what the function of each step is, instead of having to infer this information from the rule and location in the flow.
Your flow may need to include additional steps that are relevant to a small subset of users or a specific scenario. Add these steps using a split designed to appear only to the users for whom the steps are necessary.
Read more about Splits and other Flow steps
Connect to Other Smart Walk-Thrus
Sometimes processes vary depending on the type of user or it may change based on some action the user takes. Use a Connect to Smart Walk-Thru to break up larger processes into smaller tasks. Using this Flow Step you can reduce building time by reusing steps common to multiple Smart Walk-Thru, and ensure a smooth user experience.