You're solving real problems and driving real results, and now it's time to make sure that your story gets told!
This section helps you quantify your results, communicate it in a way that resonates with executives and stakeholders, and build the habits that make it easy to showcase your impact.
⚡ Quick Start | 20 minutes to a stronger value story
Pick one to do today:
Use the 4Ps framework: Map a current - or past! - project to the 4Ps. Tell a powerful value story by defining: Problem, Possible, Probable, Provable (Section 1).
Start your wins deck: Create one slide about your most recent project and block 15 mins a month to keep it up-to-date, so you're always ready to share your impact and build your business case. (Section 3)
Send one exec or stakeholder update: Draft a 4-sentence leadership summary for something you've already shipped or start a mini-newsletter to share what's new with your deployment. (Section 3)
Read on for more details about how to create and calculate KPIs for different audiences, develop newsletters, highlight reels, and exec communications, and more.
Use the 4Ps Framework to Set Up for Success
The 4Ps - Problem, Possible, Probable, and Provable - Framework includes 4 primary questions to think through and answer that will help you articulate a value story. While it's much easier to articulate impact if you apply these concepts before you start building, you can apply them retroactively too.
Of the 4Ps, we recommend spending the most time ensuring the Problem is clearly defined and understanding what “value” means to your stakeholders.
The outcomes, the types of metrics, and the KPIs someone may care about is different depending on their role within the organization. For example, a manager might care about estimated productivity savings, but an executive will likely care about financial outcomes (for example, how WalkMe impacted operational cost savings).
See below for how to adopt the 4Ps as part of your process.
4 P stage
Your objective
How to do it
Problem
Identify the problem you're trying to solve
Identify where the problem is and how it aligns to key organizational priorities, line of business issues, or process & technology friction points. Keep asking questions to get specific!
Ask: What is the issue we're trying to solve? What's the current impact of the issue? Why is this a problem? What's the alternative if we don't use WalkMe?
Possible
Blueprint solution ideas and map the value of solving the problem
Explore different solutions that WalkMe offers for solving your business problem.
Create mockups or demos to show people the possibilities and start to understand the business metrics (KPIs) that can be used to baseline and measure success.
Ask: How do we know this is a problem (what data tells us this?) What is the downstream impact if this problem is not solved? What non-WalkMe solutions are we complementing? What WalkMe solutions could we implement? Could we launch solutions in phases?
Connect the solution to expected business outcomes. What KPIs can be influenced by solving this problem?
Align on which metrics matter to your stakeholders (e.g., operational cost savings, productivity savings or increased supplier satisfaction), so you can define the right KPIs and communicate value in a way that resonates with stakeholders.
Ask: What's the impact of these errors and what is the potential upside if we solve the problem?
Tip: Aim for every project to have a clear goal and metric (For example: “Increase first-time right submissions for [Process] by 20%, with estimated cost avoidance of $X each year” etc).
If you can point to an outcome, it's much easier to show the value of your work later.
Provable
Start proving impact!
Get a baseline for current key metrics (KPIs) of existing business processes, enable analytics so you can measure the success of your implementation, and set up value checkpoints.
Tip: Check out the Data & Analytics coursework in the Digital Adoption Institute to understand how to use WalkMe to establish baselines, set goals, and more.
Use these best practices to define your goals, calculate results, and communicate them in a way that resonates with your stakeholders.
How to set KPIs and calculate impact
To prove the value of your projects and your impact, clearly connect them directly to business outcomes.
Here's an example structure you can use to write a KPI that is measurable and meaningful:
[increase/decrease/ensure] the [#, %, or rate] of
[the specific thing(s) your stakeholder wants to impact] to [fewer than / more than]
[a baseline number (if available)], to achieve [the ultimate desired business outcome].
Example: Reduce expense reports send-backs due to miscategorization and policy violations by 50% by Q2, cutting rework costs and eliminating the need for additional contractors to process reports.
KPI examples
Find the benefit category below that best matches your project, then use the KPI examples as a starting point to think about what you could measure. Then, use the above KPI structure: add in your own numbers, timelines, and process names to make them yours.
Benefit
Sample KPIs
Process Efficiencies
Do it better – fewer errors
% reduction in task error rates
# of manual steps removed from key processes
Increase in task completion accuracy
Reduction in rework or correction cycles
Reduction in time spent navigating systems
Cycle Time
Do it faster – reduced overall turnaround time
Average time to complete process (before vs. after WalkMe)
% reduction in onboarding time
Time to task completion (e.g., submitting expense report, updating CRM)
Lead time for executing change rollouts
Time to adopt new features or systems
Productivity
Do it better and faster – achieve more/same resources
# of transactions/tasks completed per employee per week
% increase in self-service success rate
Decrease in time spent on low-value activities
FTE hours saved per process
% of users completing critical flows unassisted
Cost Effectiveness
Do it cheaper – reduce operating costs
$ saved from reduced training/rework costs
$ avoided in internal tool development (build vs. buy)
$ saved in support costs (fewer tickets, escalations)
# of systems/processes retired due to WalkMe enablement
Reduction in enablement or IT support FTEs
Revenue Generation
Make more money (capture missed incomes)
Increase in completed revenue-generating tasks (e.g., quotes, loan apps)
% increase in sales rep adherence to revenue workflows
Uplift in conversion due to correct system/process use
$ captured from improved billing or data entry accuracy
Reduction in dropped customer requests due to user friction
Risk and Compliance
Minimize business and regulatory non-conformance
% reduction in policy violations
$ of compliance breaches prevented
% of users adhering to regulated workflows
Audit failure reduction rate
$ of support tickets related to improper compliance task execution
Digital User Satisfaction
Make users happier – minimize employee churn
ESAT (Employee Satisfaction) scores
% of users rating tools/processes as “easy to use”
Churn rate among roles using WalkMe-supported flows
Feedback survey scores post onboarding or process change
# of positive qualitative comments in employee feedback
See it in action
Here's how you'd take a KPI from the table above and turn it into something real and specific:
If we take this sample KPI from the table:
"Support cost saved = # of support tickets saved/deflected × resolution time × salary"
We can write it like this, with wider business context and numbers:
"Decrease the number of 'how-to' support tickets for our T&E processes by 30% by end of Q3, saving approximately 90 hours of resolution time annually - equivalent to ~$3,600 in recovered team capacity (based on ~50 tickets/month, 30 min average handle time, $40/hr blended rate) - so the helpdesk can focus on higher-priority issues."
Here is the math:
Tickets reduced per month: 50 × 30% = 15 tickets/month
This example may seem small, but it returns 2+ full workweeks to the T & E support team and also does not account for the impact on employees being able to book travel faster, minimizing the risk of costlier flights, missed trips, and wasted employee hours.
How to find your numbers
Average # of tickets and # of tickets deflected: pull from your helpdesk tool or ask the support team lead
Resolution time: average handle time per ticket, usually available in your helpdesk reporting or by asking your stakeholders
Salary: use a blended hourly rate; your finance team or HR business partner can help if you don't have this – or you can use publicly available data to estimate average salary
Then, when your solutions are live, you can go back to your defined KPIs and measurements, recalculate the impact (e.g., did tickets reduce by 30%?), and share.
Don't have exact numbers yet? Estimates work too!
Start with an estimate and label it as such - for example, "based on current ticket volume of ~50/month" and estimated average handle time of 30 mins / ticket and salary of $40/hour. Rough numbers can give your stakeholders something to react to and provide guidance on. Make sure to involve your stakeholders and get their input so they agree to the estimated impact.
Good, Better, Best approach to estimating impact
Any data you have can help you tell an impact story to your stakeholders. Below, we break down how to use the data you have today – and, if you're not already doing them, ways you can strengthen your value metrics.
Good: If you only have WalkMe engagement data, you can look at how many Smart Walk-Thru or ShoutOuts played with a goal completed. Goals are a strong indicator of whether guidance achieved the intended outcome.
For SmartTips or similar items without a goal, you may need to make reasonable assumptions.
Look at engagement by item to see how many users interacted with the SmartTips, and link those interactions to the problem they were designed to solve. For example, if your SmartTips were created to reduce errors, you can estimate that each engagement helped prevent an error and apply a conservative assumption (e.g., WalkMe prevented only 10% of potential errors).
Ask stakeholders for the time or cost associated with fixing an error, and calculate estimated time or dollars saved.
Better: If you're working on a new project, set up Tracked Events and enable Digital Experience Analytics (DXA) to collect user interaction data and get a baseline of how users interact with a process before you deploy WalkMe solutions.
Once you've set up Tracked Events or Engaged Elements to get a baseline, you can use Flow Analytics compare mode to compare how users interacted with a process before vs. after WalkMe. This can help give you a concrete number of time saved after deploying WalkMe that you can easily report back to your stakeholders.
If you have a UI Intelligence compatible system, you can also get data on how users interact with a form, get baseline data, and see how error rates, time-to-complete, and other areas improve after you deploy your WalkMe content.
Best: The best approach is to combine WalkMe data with your own business data. Depending on the outcome you're trying to drive, identify the business metrics your WalkMe solutions are meant to improve.
For example, if you have WalkMe guidance designed to reduce compliance errors, compare compliance fines before and after your WalkMe solutions are launched to estimate money saved. Stakeholders may not agree that WalkMe contributed to 100% of the improvement, so talk to them to align on a fair estimate (e.g., conservatively, you might attribute 10% of the cost savings to WalkMe).
Reporting best practices
Establish baselines early: Collect "Before" state data for ~30 days using Tracked Events or Engaged Elements (learn more about how to set baselines here). Without a baseline, it's difficult to prove the effectiveness of your work later.
Connect to business systems: For deeper reporting, integrate WalkMe data directly into your BI tools to show your influence alongside core business KPIs.
Tailor Your Value Story to Your Audience
When you're developing value stories, it's key to understand what each stakeholder cares about and to adapt your metrics and story accordingly.
For example, some stakeholders may want to see time saved per task or general improvements in user experience measured by NPS, while an executive stakeholder, like a CFO, is likely looking for the “hard” cash benefits.
Common use cases
We've provided a few examples for common use cases below to demonstrate how you can structure and calculate impact based on who you're communicating to.
Notice how the “Provable” metrics differ for the exact same use case, depending on your audience.
Use Case
Problem
Possible
Probable
Provable
Data integrity
Manual rework from miscoded CRM or ERP entries.
In-app validation SmartTips to improve data quality.
60% reduction in manual data cleanup hours.
Exec-level KPI (Cost savings):
$X saved by reducing invoicing errors.Operational KPI
% decrease in miscoded entries vs. 30-day baseline.
Onboarding
Fragmented systems and 4+ week ramp times for new hires.
A centralized Onboarding Hub with automated checklists.
35% reduction in time-to-proficiency.
Exec-level KPI (Accelerated-time-to-value): $X revenue generated faster by getting sales to full quota weeks earlier.
Operational KPI:
# of days shaved off standard ramp time.
Support costs
High volume of "how-to" tickets clogging the helpdesk.
Contextual Walk-Thrus that deflect common queries.
25% drop in tier-1 support tickets.
Exec-level KPI (Cost Savings): $X in annualized IT support overhead savings.
Operational KPI: # of users who solved issues via WalkMe without a ticket.
Change Mgmt
Users falling back on old habits during system updates.
Targeted ShoutOuts to redirect users to new tech.
Faster legacy license retirement and lower risk.
Exec-level KPI (ROI acceleration):
X months shaved off implementation, realizing financial gains sooner.Operational KPI:
% increase in adoption of the new technology.
Get more use case value story inspiration from WalkMe's Workflow Catalog. You can filter the catalog by common departmental use cases and see the frequently associated workflows already aligned to the 4Ps. Find a workflow in the catalog by department or domain that is similar to yours and use the information to fastrack your 4P statements and story development.
Share Your Wins and Showcase Your Impact
As you continue to drive value for the business, proactively communicate your impact to executives and key stakeholders with a few consistent habits and communication channels.
Here are few repeatable tactics to share your success:
Maintain a “wins” deck
Start by keeping track of and aggregating your achievements in a “wins” deck and set a weekly 15-minute calendar block to update it. This deck is a great resource to pull up for impromptu meetings with leadership or stakeholders, along with your pitch deck.
Build a proactive executive communication plan
Build a proactive monthly or quarterly plan to provide updates and highlight the business impact for your program. Annually, prepare and send a “Year-in-Review” communication.
Use this AI prompt to generate a data-driven, value story for executives and other internal audiences
Try out this prompt using your company-approved AI tool.
Disclaimer: Prompt should always be revised and customized for your specific purpose. AI-generated content may contain errors or inaccuracies. Always review output carefully to ensure accuracy and relevance before use. Do not input, share, or upload confidential, sensitive, or proprietary information into general AI platforms. Use in accordance with your organization's data privacy, compliance, and security policies.
–
Role: Act as a Corporate Communications Expert.
Objective: Help me write two distinct communications to showcase the results of a successful Digital Adoption project using the project inputs below.
Before You Begin (Missing Info Check):
If any of the brackets [Like This] in the "Project Inputs" section below are left blank, unedited, or missing, DO NOT write the communications yet. Instead, stop immediately and ask me to provide the missing information before proceeding.
Project Inputs:
Project Name: [Insert Project Name e.g., Project Unicorn]
Application: [Insert Application e.g., CRM]
The Problem (Business pain/friction): [Insert here]
The Possible (WalkMe solution implemented): [Insert here]
The Probable (Projected outcome or ROI): [Insert here]
The Provable (Actual measured data win/result so far): [Insert here]
----
The Tasks to Execute (Once all inputs are provided):
Communication 1: Broad Company Audience
Goal: Write an engaging, celebratory update for a company-wide newsletter or Slack channel.
Focus: Celebrate the "win" achieved together. Explain how [Project Name] has improved the daily experience on [Application]. Highlight the 'Provable' results (e.g., time saved, friction removed) in a rewarding, human tone.
Format: Keep it short, punchy, and highly scannable (use emojis and bold text).
Visual Asset Integration: At the end of this communication, insert a bracketed placeholder suggesting a specific visual to include (e.g., "[Insert 30-second WalkMe demo video/gif showing the new workflow here]").
Communication 2: Executive Leadership
Goal: Write a high-impact, executive-level update.
Format: Do NOT write a dense paragraph. Use a highly structured, bulleted layout that an executive can scan in 15 seconds. Ensure the 'Provable' KPIs immediately stand out.
Crucial: Do NOT use the internal process labels "The Possible," "The Probable," or "The Provable" as headers. Instead, use clean, corporate headings (e.g., Operational Bottleneck, Process Optimization, Measured Impact, Capacity Recovered).
Tone: Professional, objective, and data-driven. Zero "salesy" buzzwords. Focus strictly on operational facts, recovered capacity, and return on investment.
Strict Rules for AI:
1. Stick to the Facts: Rely strictly on the provided inputs. Do not invent specific fictional features, quotes, user interface messages, or narrative details that aren't explicitly stated above.
2. No Jargon: Avoid technical or vendor-specific jargon entirely (e.g., do NOT use 'DAP,' 'ShoutOut,' 'Guidance,' or 'Engagement'). Focus instead on "making work easier" and operational efficiency.
Launch a newsletter
Send a monthly newsletter - even a short one keeps you and your program top-of-mind. Include one "Solution Highlight," a "By the Numbers" data win, and an end-user testimonial. Learn more about how to launch your newsletter and get sample templates here.
Host a solution spotlight
An open session designed to share recent wins, inspire innovation, and encourage knowledge exchange. Use when you have a proven "win" with data to showcase, or you want to build a community of practice among existing users. Depending on the impact of your solution, consider asking for a slot in a department or company all hands. Get a sample agenda and best practices here.
Tip: Include a pre-recorded solution demo
Make WalkMe “real” for stakeholders by creating a short demo video that you can play during meetings and add to your KB documentation. This should showcase the challenge, what you built with WalkMe, and the results. See tips for recording demos here.
Use this AI prompt to generate a script for pre-recording your next solution spotlight demo
Try out this prompt using your company-approved AI tool.
Disclaimer: Prompt should always be revised and customized for your specific purpose. AI-generated content may contain errors or inaccuracies. Always review output carefully to ensure accuracy and relevance before use. Do not input, share, or upload confidential, sensitive, or proprietary information into general AI platforms. Use in accordance with your organization's data privacy, compliance, and security policies.
–
Role: DAP Strategist & Internal Product Marketer.
(Note to AI: As a DAP Strategist with a focus on strong internal communications, my goal is to communicate technical digital adoption solutions simply and effectively to cross-functional stakeholders, prioritizing clarity, business value, and knowledge sharing.)
Context: I am creating a short, pre-recorded demo video for an internal "Solution Spotlight" session. This session is designed to share recent wins, inspire innovation, and encourage knowledge exchange across the organization.
Objective: Write a short, structured demo video script and outline using the "Tell-Show-Tell" framework based on the project inputs below. The total runtime must be under 5 minutes.
Before You Begin (Missing Info Check):
If any of the brackets [Like This] in the "Project Inputs" section below are left blank, unedited, or missing, DO NOT write the script yet. Instead, stop immediately and ask me to provide the missing information before proceeding. *(Note: The "Uploaded Materials" line is OPTIONAL. If it says [None] or is omitted, you may still proceed with generating the script).*
Project Inputs:
Process: [Insert Process, e.g., submitting an expense report]
Problem Statement: [Insert problem; e.g., Process A takes 15 minutes and has a 30% error rate among new hires]
Impact Scope: [Insert details; e.g., 50 new SDRs onboarding this quarter]
Desired Outcome: [Insert outcome; e.g., Reduce completion time to 5 minutes, cut errors by 80%]
----
The Tasks to Execute (Once all inputs are provided):
Structure the output as a two-column table: **Visual Cues** | **Audio Script**. Ensure the visual direction incorporates technical pro-tips into the Visual column (e.g., [Zoom in on UI details], [Cursor highlight], [Add on-screen text for accessibility]) optimized for a standard 16:9/1080p display.
Follow this Narrative Structure:
1. The Hook and Problem (Tell): Lead with a clear, problem-first statement and the target metric based on the Problem Statement and Desired Outcome inputs.
2. The Solution Demo (Show): A focused walk-through of the end-user experience, illustrating how WalkMe streamlines the friction point based on the solutions used.
3. The Technical Breakdown: Briefly highlight the specific build elements used to prevent errors and guide the user.
4. The Value Closer (Tell): A concise summary of the value delivered, tying the solution back to the original business problem.
Strict Rules for AI:
1. Use Slides If Available: If WalkMe stories slides are attached, use them specifically to enrich the "Show" portions of the script and the technical breakdown with real-world build mechanics. If NO slides are attached, rely strictly on the text inputs provided above to logically infer a standard, realistic WalkMe solution workflow.
2. Tone & Vocabulary: Keep the tone professional, direct, and solution-focused. Rooted in problem-solving rather than feature-dumping, avoiding hyperbolic or overly corporate language.
Create a highlight reel
Create a short video that highlights key achievements from the year, including the before and after of a major solution launch and a few quick wins. Time it strategically (for example, the week before a QBR, ahead of performance reviews, or before an all-hands) and use these recording tips.
Use this AI prompt to generate an initial script and visual recommendations that you can modify to highlight your wins from the year
Try out this prompt using your company-approved AI tool. Update The Primary Highlight and The Supporting Wins bullets with your own information.
Disclaimer: Prompt should always be revised and customized for your specific purpose. AI-generated content may contain errors or inaccuracies. Always review output carefully to ensure accuracy and relevance before use. Do not input, share, or upload confidential, sensitive, or proprietary information into general AI platforms. Use in accordance with your organization's data privacy, compliance, and security policies.
(Note to AI: As a DAP Strategist, my focus is on digital adoption, change management, and software ROI—specifically using tools like WalkMe to bridge the gap between technology and user proficiency.)
Context: I am creating an end-of-year video to celebrate my Digital Adoption Program's (DAP) accomplishments and share them with my leadership team.
Objective: Write a 60-second "Annual Executive Victory Lap" script. The goal is to translate technical DAP milestones into a high-impact narrative that proves ROI and efficiency to the executive suite.
Before You Begin (Missing Info Check):
If any of the brackets [Like This] in the "Project Inputs" section below are left blank, unedited, or missing, DO NOT write the script yet. Instead, stop immediately and ask me to provide the missing information before proceeding.
----
Project Inputs:
Annual Goals Context: [Insert any overarching company or department goals for this year, e.g., "Driving operational efficiency and reducing software shelf-ware after a major CRM rollout."]
The Primary Highlight (The Biggest Win of the Year):
The Problem: [Insert the main business pain/friction, e.g., "High support ticket volume and low data compliance from sales reps."]
The Possible: [Insert the specific WalkMe solution, e.g., "Deployed targeted in-app WalkMe guidance and automated validation rules across the sales pipeline."]
The Provable: [Insert the actual measured data win/result, e.g., "A 30% reduction in support tickets and a 45% increase in pipeline accuracy within 90 days."]
The Supporting Wins:
Supporting Win 1: [Insert a quick win. Examples: Successful software migration, positive user sentiment score, or onboarding time reduction by X%].
Supporting Win 2: [Insert a quick win. Examples: 95% process completion rate, $X saved in support cost avoidance, or X hours of training time saved].
----
The Tasks to Execute (Once all inputs are provided):
Follow this Narrative Structure within the two-column table:
The Hook: Start with "Hey team" and a high-level summary of the year's digital impact, explicitly tying it back to the [Annual Goals Context] provided above.
The Primary Highlight: Detail the Problem, the Possible, and the Provable of your biggest win in a cohesive, fast-paced narrative flow.
The Supporting Wins: Deliver two quick-fire, punchy bullet points of the other major stats or milestones provided.
The Closer: A forward-looking, high-energy sign-off.
Strict Rules for AI:
Tone & Vocabulary: Celebratory and high-velocity, but grounded. Avoid grandiose or "fluffy" adjectives. Use clear "Executive Language" (e.g., Cost Avoidance, Time-to-Value, ROI) to convey authority without sounding hyperbolic. Focus strictly on business outcomes.
The trademarks and product names of Workday, Inc., including the WORKDAY® mark, are the property of Workday, Inc. WalkMe is not affiliated with Workday, Inc., nor does Workday, Inc. sponsor or endorse WalkMe, its services or its website.
