Segmentation
Brief Overview
Segmentation allows you to decide when to display your WalkMe content to your users using different “use cases” and to push items to specific users or to remove items from a user’s view according to the segmentation you choose.
Purposeful Segmentation is an important part of your builds. If WalkMe items aren’t relevant to certain users or under certain conditions, they can be hidden using segmentation. This will allow your users to focus on the available tasks and reduce clutter on the screen and in the Player Menu.
WalkMe provides two forms of segmentation, the first, is by adjusting the Display Conditions of a specific WalkMe Deployable, this kind of segmentation will only affect that specific WalkMe Item. The second is by creating a Segment, and assigning as many WalkMe deployables as necessary to that Segment, all the WalkMe deployables that have been assigned to that Segment will automatically display according to that Segments defined conditions.
How It Works
Before any of the items that have been segmented using Display Conditions or a Segment appear in the Player Menu or on the screen, WalkMe will evaluate that the associated rule is true. Any rule type can be used to create segmentation.
Display Conditions and Segment rules can be created with any of the available conditions from the Rule Engine. For example, you can create a Segment to organize and filter your WalkMe items by variable, date, on-screen element, or even by URL.
Most apps in the Editor can be segmented to appear for target audiences: Smart Walk-Thrus, Launchers, Resources, Shuttles, Surveys, Smart Tip Sets, and ShoutOuts. Help Desk and Live Chat cannot be segmented.
Items with no Display Conditions or a Segment will always attempt to appear.
Creating Segments
Open the Segments management menu by clicking the tag icon (see above).
Here you can create as many Segments as you wish and you can later assign as many WalkMe items to those Segments. Create these Segments for conditions that multiple WalkMe items are likely to repeat.
Your segments will be listed here automatically in alphabetical order.
- When the same WalkMe item is added to multiple Segments, the Segments will be evaluated with an OR relationship; this means that the item to which the Segments are applied will appear if ANY of the applied Segments evaluate as true.
- Once you assign or remove a segment from an Item you must Publish Global Settings for the changes to take effect.
Defining New Segments
The Segment is first created in the Segments Management menu and then relevant items can be added to that Segment.
After creating a Segment you can create a rule to define that Segments use case by clicking on the target icon:
Any rule type can be used to define a Segment. In the following example, the rule created will only display the associated WalkMe Item if the current URL contains that specific text:
Save as a Segment
If you have created a rule and would like to save the specific rule conditions as a Segment for later use, this is possible by clicking on the Save as a Segment button:
Creating a Segment Based on User Activity Data
In order to create a segment based on user activity data, choose the “User Attributes/Session” category.
These are the rules that will be available out of the box :
- First seen
- Last seen
- Number of total sessions
- Average total session duration in minutes
- Average time between sessions in minutes
Note: Evaluate conditions in preview should work ~1-2 min after the first preview.
Segmenting WalkMe Items
There are four ways you can add WalkMe Items to a Segment:
The first way, within the Segments Management menu, click on your desired Segment, here you have the option to add WalkMe Items to this Segment by hovering over the list of items and clicking Add.
Once you are finished adding all your desired WalkMe items to the Segment, click Done to view the Segment and all associated items within.
The second way is by assigning segments to a specific item through the Editor list, by clicking the square/s icon next to the deployable name. Once clicked, a menu will appear containing all available segments, from there, simply check the desired segment or segments and click “Done“.
All assigned segments will appear at the top of the list.
The third way is by assigning segments to a specific item from within the item, by clicking the ‘Assign Segments’ button in the deployable screen or settings menu. Same as through the Editor list, once clicked a menu will appear containing all available segments, from there, simply check the desired segment or segments and click “Done“.
All assigned segments will appear at the top of the list.
The fourth way is by using Bulk Segmentation this is done by clicking the square icon next to the deployable name in the Editor. Once you have selected all the items you want to segment, click on the 3 dot menu at the bottom right-hand corner of the editor and select “Assign Segment” a menu will appear containing all available Segments, from there, simply check the desired Segment or Segments and click “Done“.
Editing Existing Segments
The name and color of a Segment can be changed by clicking the pencil icon within the Segments Management menu. Edit a Segment’s rule anytime by clicking the target icon. Items can be removed from a Segment by hovering over the item and clicking Remove.
Filtering Based on Segments
After creating your Segments, you can filter existing items in the Editor by clicking the Filter icon and checking the Segments you want to view. This will not affect the end-user’s view.
Display Condition Segmentation
The second form of Segmentation that can be applied to your WalkMe deployables is by adjusting the Display Condition of a specific WalkMe Item e.g. Launcher, SmartTip, Smart Walk-Thru, etc.
This should be used when only ONE specific deployable has certain conditions under which it should appear. Display Condition can be found in the settings of the individual items under the Display Condition tab.
Advanced Segmentation
Using Grouping and Multiple Rule Statements
Grouping statements together and using multiple rule statements relies on understanding the Rule Engine. For more information, please visit the Rule Engine article.
URL
Rules that are based on URLs are ideal for identifying specific pages on which a WalkMe item should appear. URL-based Display Conditions are especially useful with Launchers when it should only appear on a specific page. This type of rule can also be used with Resources to limit articles and videos from appearing where they are not relevant.
User Variables
User Variables are the most widely used and versatile rule type when creating Segments. Depending on its configuration, a variable can store information about a user’s role, access level, and even time within the organization. Variable names and values must be configured within your environment and can then be read by WalkMe to segment items.
Tip Tuesday Videos
How to Filter Insights Data With User Attributes
How to Segment when Elements or HTML are not Available
