Build the Main Path
Each Smart Walk-Thru should focus on a very specific task that needs to be accomplished by the end-user. Name your Smart Walk-Thru something informative so that your users understand what the Smart Walk-Thru will help them accomplish. Plan your Smart Walk-Thru 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 guidance 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
Accommodate Errors with 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. Read more