WalkMe Insights is a state-of-the-art Analytics and BI solution designed for the business user. The Insights interface is simple and code-free, to allow you to instantly transform your data into real insights. Use Insights to measure or track any user action on your site. Continue reading to learn about how to easily generate actionable insights that drive real business results.
The Short Version
Whether using WalkMe for product adoption, onboarding, or customer care, Insights will give you highly valuable insight into your site metrics and WalkMe implementation. Previously impossible to know information on how your users are engaging with your site and what obstacles they encounter becomes simple to track and organized into quick, easy-to-read charts and reports.
Insights helps you:
- Track any user interaction: Learn how users interact with your site or application and use the data to drive users to new features and promotions
- See your data in context: Label important events to see how they impact usage and conversions. You can even use advanced filters to compare trial versus paying customers or learn where users drop off a process using funnels
- Optimize your WalkMe implementation: Find out what help-related keywords users search for the most and use WalkMe to build contextual support that enables users to find self-service help
Before publishing WalkMe on your site, work with your CSM to identify the key performance indicators (KPIs) that will be used to measure success. After publishing WalkMe on your site, Insights will collect all sorts of data on your user behavior. Insights will generate charts and reports on these KPIs. Your CSM will continue to work with you on an iterative basis to make sure you are able to extract the data tailored to your needs.
How It Works
WalkMe Insights tracks usage on all pages of an application that load the WalkMe Snippet or extension. This data is sent to the WalkMe servers and aggregated into Insights. Each action that a user does with WalkMe is called an event; for example, playing a Walk-Thru, clicking a Launcher, performing a search in the Player Menu, or completing a Goal. After WalkMe is published on your environment, Insights will collect data on events. WalkMe can also collect information on how users interact with the site itself by allowing you to select and track elements on different pages. Collecting site analytics can provide additional insight by defining specific pathways on your site, using funnels that track a string of events on selected elements.
Insights renders reports based on the event data. Every event sent will include properties describing user identity, timestamping, environment, and the action that occurred. Insights can be configured to identify specific users by name or email address. Learn more about Unique User Settings. Configure additional Analytics properties to track additional variables such as role, region, or team.
WalkMe does not collect unnecessary data about your users without your permission.
WalkMe Analytics records user engagement actions with WalkMe items. For example, WalkMe Analytics will tell you how many times a certain Walk-Thru was played and completed. Other information that WalkMe Analytics will send to Insights includes:
- Loaded: WalkMe is loaded on the page
- Visible: WalkMe becomes visible to the end user
- Play: WalkMe item is played
- Open: Player Menu is opened
- Close: User actively closes a Walk-Thru, ShoutOut, or Survey
- Complete : User completes a Walk-Thru or Survey
- Reached: Goal is completed
- Clicked: User clicks on a Launcher, ShoutOut action button, or an item in the Player Menu
Analytics Properties lets you track user-specific data in Insights. Within Insights these properties can be used to filter data, so you’ll be able to see usage databased on a user type, role, or status.
Analytics Properties must be enabled by your Customer Success Manager. Once enabled, you can find Analytics Properties in the Settings Menu under the General tab.
To configure a property:
- Check the box next to the property you’d like to track
- Select a method with which to track the user. You can track user information using a Variable, a Cookie, or jQuery.
- In the text box, add a variable, selector or cookie that exists on your site that will track the property selected.
Site Analytics reports on the elements on your site. After an element is identified in the Elements Tracking App in the Editor, WalkMe will track anytime the element is interacted with by the user. Tracked events include:
Visible: Element becomes visible to the end user
Hovers: Element is hovered over
Clicks: Element is clicked on
Event data is recorded in WalkMe servers and then sent to Insights. This site engagement data can be rendered in usage reports, custom dashboards, or organized into funnels (sets of action patterns).
In the Navigation panel on the left, there are the following sections:
- Dashboard: Create custom views, charts, and reports
- Insights: Gain an overall understanding of your WalkMe implementation and site usage
- Apps: Drill down to information on the App level to get information on its usage and goals
- Date Range: View data for a certain period by defining a date range. You’ll see the exact date and time of the most recent data load by hovering over the tooltip in this dropdown. This will show the date and time that the most recent cache update finished.
Continue reading about each section below.
The Custom Dashboard section will appear once you have created custom reports or Dashboards. Use the Dashboard section in Insights to get your data quickly and easily. View customized Dashboards and reports generated from data collected by WalkMe and Site Analytics.
The Dashboard is highly customizable and can be configured to display data in charts or feature metrics in spotlight boxes so that it is easy to read and understand. Create Dashboards that congregate Insight by objective or information otherwise not available in the standard Insights pages. For example, create a Dashboard that gives a quick overview of all the Apps created to promote an upgraded plan to customers: pull information on relevant Launcher clicks, Walk-Thru plays, and ShoutOut views all relating to this objective. Ask your CSM for assistance adding desired Dashboards.
Reports are also highly customizable. Reports can be scheduled for download as CSV files. For example, pull the data in the Dashboard example above related to promoting upgraded service plans to customers and schedule the report for weekly email in a CSV file. Ask your CSM for assistance creating desired Reports.
Get general overviews on user engagement with your site in the Insights Pages section:
The Engagement section displays general data on how many customers are using WalkMe. This includes the percentage of the total amount of users, and percentage of new users who are using WalkMe. This page also displays repeated usage and usage over time. This page will also display what Apps are used the most and what drives the engagement of these apps. Sort by date and apply filters in the upper right hand corner.
In the Engagement section, find information on first time users – an important target audience to reach with WalkMe. First time users usually need more help discovering features and completing processes. Look to this section for insight into ways to increase engagement with first time users.
Also look at returning users. Usually, when users repeat using WalkMe features it points out that they find it useful and it solves their need. How many of engaged users find WalkMe helpful and keep using it? Use the data in the Apps pages to explore what additional content may be created to further engage users.
The Initiator Breakdown can be used to get a quicker picture in which methods are most effective at engaging users. Autoplay will usually reach most of your users, exclude it to see a clearer picture.
Use the Engagement Over Time graph for assurance that everything is on track as expected. View engagement by day, week or month. Mark events to quickly see changes in user engagement in response to such events as user interface changes, product updates, or process changes. Marking an event is as simple as clicking “+ Mark Event”, giving it a date, and giving it a name. That event will now appear on the engagement timeline.
Player & Search
The Player and Search page gives you detailed information on what is happening in the Player Menu such as total number of users engaged, returning users, and searches resulting in a user action. You can even see which actions a user took after searching for help. Use this information to consider ways of increasing usage and better understanding how accurate your resources are for your user searches. If usage is low, users may be having difficulty finding the Player Menu and adding an Attention Grabber or ShoutOut may be an impactful solution.
Looking at the rate of returning users points to how useful they find it. It suggests that users are looking to the Player Menu for help on their daily tasks and know where to find help. The percentage of searches that result in user action further points to whether users are finding what they look for in the menu. If there are searches that are not resulting in user action, consider adding content related to that search. If searches are not resulting in user action but there is content related to that search, look at improving keywords of names of the items in the Player Menu.
By looking at Search terms, you can prioritize the WalkMe item creation pipeline and help you isolate problem areas and questions that you do not currently address.Find terms in which no action is being taken in order to identify concepts or processes that you do not currently have support for, but are in demand from by customers.
In the Users section, view information for individual users. Users will be tracked according to the method selected in Unique User Tracking in the Editor. View usage Summary such as how many times the user has opened the Player, how many total Walk-Thru have been completed, progress on Onboarding tasks, and engagement with your site (Element Tracking).
Abra is a custom feature for machine learning. Speak to your CSM to learn more.
Element Tracking allows you to collect Site Analytics. It is an enabled feature that reports on user action with elements on your site. Track any element on your site or application to understand user behavior. After an element is identified in the Elements Tracking App in the Editor, the Elements Tracking page will allow you to see how the items have been engaged with by users.
Create Sets in the Element Tracking App to view user behavior with specific pages of your site. In the main Elements Tracking page, view a list of created Sets. Click on a Set to see all the Elements Summary on the Set URL. View these interactions by day, week, or month or filter the report by dates in the upper right hand corner.
If selected elements are not being accurately recorded, talk to your CSM about troubleshooting.
Tracked events include:
- Visible: Element becomes visible to the end user
- Hovers: Element is hovered over
- Clicks: Element is clicked on
Funnels allow you to understand your user’s journey. A funnel consists of a list of different actions. For example, create a funnel that tracks the process users take before adding an item to cart to see where the drop off rate is. The actions may include clicking a product, adding the product to a cart, landing on the checkout page, and then placing the order.
To create a new funnel, simply click Add Funnel in the bottom right hand corner and then drag and drop items into the funnel list. These items are events that are being tracked via the Element Tracking App in the Editor. After building the Funnel, Insights will collect the event data for the items selected making it easy to follow user flow through a business process.
The Main Page for each App shows the most frequently used WalkMe items and their usage over time. Use this information to see the topics your users are most curious about and what they frequently need more information on. The main page of Walk-Thrus displays the top Walk-Thrus and their usage over time on a graph. In other Apps, the top used WalkMe items are presented in a list.
Data in this section will indicate how many plays a certain item has, in addition to the number and percentage of new users engaging with the item. For example, below is the ShoutOuts page for a WalkMe implementation.
Use Insights to find patterns in your user’s behavior that will flag problematic areas. We use two main metrics to evaluate Walk-Thrus: Goal completion and step usage.
Walk-Thru Goals in the Editor are essential for being able to interpret your Walk-Thrus. Before publishing, make sure all Walk-Thrus have Goals.
Insights will tell you how Walk-Thrus are being used, down to the step level. Use the usage graph in the Apps page to see the drop off rate of your Walk-Thru. Looking at the steps helps you understand step effectiveness and A healthy Walk-Thru may have consistent usage throughout the Walk-Thru. However, the Usage Graph on its own is not a solid measure of your Walk-Thru’s success.
Goals and Milestones are essential to get the most out of your data. The Main Goal of your Walk-Thru measures how many users achieved the intent of the Walk-Thru. For each goal that is set on a Walk-Thru, you can review:
- Users (users who completed the goal)
- Total Completions (the number of times the goal was reached)
- % Users Completed the Goal (the number of users who reached the goal / the number of users who played the Walk-Thru)
- % Completion Rate (the number of times the goal was reached / the number of times the Walk-Thru was played)
Higher rates of Goal completion are more significant than the usage of the Walk-Thru. In some cases we see that the Walk-Thru has sharp drop off rates, but most users are completing the Main Goal.
If a Walk-Thru drops off at a certain step but still has a high level of Goal completions, it means that users finished the process without needing all the Walk-Thru’s guidance. In these cases, it might be worth it to shorten the Walk-Thru to steps that users find helpful and removing those that are played less. Also consider whether there was important information provided in the steps with low play rates that you may want to include earlier in the Walk-Thru to make sure users see it. If you see a drop off at a certain step along with low rate of goal completion your Walk-Thru, take a look at this step to see if it is playing correctly, if it is confusing, or if it may need additional information to help users through the process.
You can also see a breakdown of all the different ways we can engage with a user (played from the Menu, started automatically, started from a Launcher, or started via a permalink). Look for which initiators have the highest goal completions to understand which engagement methods are most effective on your site. Use that information to inform your WalkMe builds.
Use Onboarding data to measure compliance with New Hire protocol, or to find out which Tasks are confusing or cumbersome to your trial users. Data for Onboarding shows the number of users who have accessed the Onboarding list as well as the completion rate of tasks. Task Goals are checked as soon as WalkMe loads on a page. This ensures that if a user completes a process before started the Task it is still marked as complete.
Onboarding is unique from other Apps in that it measure completion by user. By default, WalkMe assigns an ID to each user in order to identify their progress. Analytics can be configured to identify users by their name or email address using a Global Variable. Learn more about Unique User Settings.In Onboarding reports, all the users who have started Onboarding will be listed along with their task completion rate.
Try it Out
- Monitor the following metrics in Analytics:
- Compare Walk-Thru usage to Goal completion in order to see how effective your Walk-Thrus are in helping users accomplish their goals.
- Find the most commonly searched terms to identify areas that users have trouble with.
- See how effective Launchers are as initiator based on their usage and click rate.
- See which users have completed Onboarding tasks.