Best Practices for Walk-Thrus

Updated on March 12, 2020 Download PDFDownload as PDF
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Build A Basic Walk-thru

Create a step for actions the user needs to complete the process. Steps should focus on one very specific task. It is recommended to keep the core process relatively short in each Walk-Thru. The number of core steps will vary depending on the length of your process.
Assume your user is starting from the home page and create steps from there. This will take users through the navigation on your site so that they may reach the correct page.
You should account for steps that might only appear for a small subset of users, such as exiting an open application or navigating back to the home page. You’ll customize the flow of the Walk-Thru so that these steps only appear when necessary. Don’t forget to include steps that help the user “exit” the current screen or application to access the navigation. Place these steps at the beginning of the Walk-Thru.

Adding Super Steps

Adding Multiple Entry Points to a Walk-Thru

Your users may have started the process without the Walk-Thru. Don’t make them repeat any steps! Add a Jump to Step for each potential starting point in the Walk-Thru. This will prevent users from having to redo steps they’ve already completed. By placing these Jump to Steps at the beginning of the Walk-Thru you can ensure the correct step will play no matter where the user is on the site or in the process. Each Jump to Step should use a Rule to check where the user is located. Many times locating a users is as simple as checking the URL of the page they are on, but sometimes you may need to use on screen elements to detect where they are. Jump to step should also be placed in descending order, so the Jump to Step that jumps the farthest is located at the top of your Walk-Thru. 

Use Jump to Steps and Step Play Rules to Error Proof

Some of your users will enter information incorrectly despite the Walk-Thru’s assistance. When this happens on a page with a form, customers often get an error message which may stop the Walk-Thru from playing. To solve this we create a step with a Step Play Rule so that it displays only if the user gets an error message. This ensures that users are aware that they must resolve an error to continue. User errors often occur multiple times, so we add a Jump to Step that will Jump back to play the step again if the error message appears again. Use SmartTips in combination with your Walk-Thru to validate specific forms to prevent users from ever getting an error message. SmartTips give contextual feedback as users fill out a form allowing you to create short Walk-Thrus that focus on the overall process.

Add Branch to Walk-Thru Super Steps to your Walk-Thru to break up larger processes into smaller tasks appropriate for Walk-Thrus. Using this Super Step you can reduce building time by reusing steps common to multiple Walk-Thrus, and ensure a smooth user experience.

Accommodating Variations in a Process : Step Play rule or Branch to Walk-Thru

Sometimes processes vary depending on the type of user or it may change based on some action the user takes. Depending on how much the process changes you have two options. First, if only a couple new steps are required to finish the process add these two steps with Step Play Rules, so they only play when necessary. If there are multiple steps and pages, then create another Walk-thru from this part of the process and add a Branch to Walk-Thru to your original Walk-Thru. This breaks up the process into two Walk-Thrus making it easier to manage.

Wait For User to Reach the Right Page: Add Wait For Condition

This Super Step should be placed within the Core Steps. Most commonly, they are used to pause the Walk-Thru to verify a user’s text entry or location on the site. Wait for Condition Super Steps can also be used to pause the Walk-thru until a particular element has appeared on screen. Wait for Conditions may also be used immediately after a multi-step trigger to achieve the same result.

Tracking if a Process is Completed: Goals

All Walk-Thrus should have a Goal so you are able to track their value. There are two types of Goals for a Walk-Thru, a Main Goal and a Milestone. A Main Goal uses the Rule Engine to check if the users successfully completes a process. Milestones use the Rule Engine to check different stages in your process. For example a Main Goal may be adding a new Opportunity to your system but a Milestone would check if the user gets to the new Opportunity form. Learn more about adding Goals.

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