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Best Practices for Creating Smart Walk-Thrus

Updated on September 13, 2017
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You know how to build a Smart Walk-Thru, but want to know tricks that the pros use? Keep reading to learn about strategies and methods we have found to be most effective at building user-friendly, easy-to-manage Smart Walk-Thrus.

This article is about the new Smart Walk-Thrus app. For Walk-Thru users, read this article. What’s the difference between Walk-Thrus and Smart Walk-Thrus?

Build for a Smooth User Experience

First and foremost, it is important to consider the experience of the user with your Smart Walk-Thru.

Keep Balloon Text Short and Simple

Messages in balloons should be direct and actionable. Avoid overloading the user with information. If you need to convey a lot of information at once, use SmartTips or link users to a document that provides more details.

Keep it to Twelve Steps or Less

We have seen that Smart Walk-Thrus with more than twelve step balloons see significant drop-off. Give your users the information they need when they need it in a concise and efficient manner.  Identify the end goal of the Smart Walk-Thru and focus on getting users there in the simplest way possible. Look for opportunities to use fewer balloons. Fewer balloons mean fewer opportunities for your user to click X and exit the Smart Walk-Thru.

Create Linear Flows

Create Smart Walk-Thrus that reflect your optimal user actions.  Do not account for users who may deviate from the Smart Walk-Thru; it will convolute your flow while adding no significant value. If you have multiple desired user action, break the flow into smaller Smart Walk-Thrus and organize them together in a folder in the WalkMe Player Menu.

Optimize Titles

Users will find and select the most relevant Smart Walk-Thru from the Player Menu if the title is concise and makes the end goal clear.

Use SmartTips

SmartTips are a great feature to use in addition to or as a replacement to Walk-Thru balloons. Unlike Smart Walk-Thrus, SmartTips always live on the screen. They are minimally invasive, there when the user needs them and easily ignored when not. Read about SmartTips

Build with Single Balloons on Multi-field Forms

Forms are often self-explanatory and don’t require an individual balloon for each field. Instead, consider building with a single balloon on the Save or Submit button that says “Fill out Required Field and Click Submit.” Not enough? Provide additional information or validate field entries with SmartTips.

Use the Next Button Trigger for Optional Steps

When you are not sure whether a user will take an action or not, use a Next button trigger to make it optional. You can also use the Next button trigger in conjunction with the Click or Type triggers.

Minimize Required User Clicks with the Custom Trigger

Custom Triggers can be used to replace Next button triggers. When possible, use a Custom Trigger which will progress the Walk-Thru at the appropriate time instead of using a Next button trigger so that the Walk-Thru continues at the right time along pace with the process that the user is completing without requiring any additional clicks. Read about Custom Triggers

Make It Available at the Right Time, in the Right Way

Creating an effective Smart Walk-Thru is half the battle. Make sure it shows to the right people at the right time.

Add the Smart Walk-Thru to a Segment

Purposeful Segmentation is an important part of your Smart Walk-Thru. Segments allow you to control which user groups will see the Walk-Thru. If Smart Walk-Thrus 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 their relevant 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.Read about Segmentation

Provide Appropriate Method of Initiate the Walk-Thru

How will a user initiate your Smart Walk-Thru? Via a Launcher, the Player Menu, a Permalink, or a ShoutOut? Fully considering the user experience nad business objective will make sure that the Walk-Thru is made available to the user at the point of need so that it will provide maximum benefit.  Read about initiators.

Give Users Multiple Ways to Initiate the Walk-Thru

We recommend making Walk-Thrus available in more than one way such as a contextual Launcher on the page where a user is likely to need help and as an Onboarding Task in the Player Menu.

Build Smart Walk-Thrus to be Easy to Manage

When building your Smart Walk-Thru, keep in mind that the Smart Walk-Thru might be around for a while. Making sure Smart Walk-Thrus are easy to manage in the WalkMe Editor will ensure that you can continue to provide a smooth user experience. Make sure it is easy to manage and update for new builders or if you return to edit the guidance some time later

Avoid Adding Unnecessary Features

While adding lots of features may allow you to accommodate all kinds of edge cases for users, we recommend building your guidance with 95% of users in mind. While it may be technically feasible to add all kinds of Error Handling Groups, Splits, and Wait For Flow Steps to ensure that a user completes a process exactly as you would like, it is not necessarily advisable. The more features, the more difficult it will be to pass management to another builder, to troubleshoot when something goes wrong, or to update as processes change.

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. Read about Flow Steps

Use Notes

If there are processes that are not immediately clear, use Notes to explain what’s going on. Notes can be added to any step or Flow Step. Read about Notes

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. Read about Connect to Smart Walk-Thrus

Turn on Screenshots

When Screenshots are enable, WalkMe takes a screenshot whenever an element is selected. In the screenshot, you will be able to see the URL that the item was created on, the element, and the original configuration of the balloon. Screenshots make editing Walk-Thrus and troubleshooting much easier. You can also download screenshots to share with other team members. Read about Screenshots

Write Clear Goal Names

When you add Goals to the Smart Walk-Thru, be sure to give it a very clear and descriptive title. This title will show up in Insights and can also be used as a Rule Type in the Rule Engine. For example, if you give the goal a name like “Success” for the process of requesting time off, you and your teammates may have difficulty recalling success in what. Instead, use a name that describes the rule such as “User reaches leave request sent page”.

Every Site is Unique

Every site is unique and our recommendations for building effective solutions may vary. It is important to understand the application you are building before getting started!

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