UI Intelligence

Last Updated March 3, 2022 Download as PDF
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Brief Overview

Actionable user behavior analysis that drives digital transformation to meet business goals.

WalkMe’s innovative user behavior analysis is based on world-class machine learning algorithms, allowing you to quickly identify the areas in your digital experiences that have the most friction, errors, and wasted time. Harness the power of WalkMe’s artificial intelligence to reach maximum productivity, reduce user frustration, identify automation opportunities, and increase data integrity.

Our AI-based solution requires zero configuration and is completely autonomous. Once enabled, it automatically maps out your platform and identifies common forms where user activity usually takes place. Gain visibility to those forms from within our product, while effortlessly analyzing the way users are using the platform.

Build the right things by asking data-driven questions, uncovering real user pains, and continuously measuring and maximizing the impact of your solutions.

One of the most powerful strengths of UI Intelligence is the ability to know where you stand compared to industry benchmarks. Now you can ask how much friction do my users experience, and how do they perform compared to other users who are experiencing similar processes and tasks?

Value

  • Become data-driven when planning your digital transformation strategy
  • Prioritization: focus on the scenarios with the most impact to reach immediate results
  • Become an expert in understanding your users, thus utilizing the full power of the WalkMe Digital Adoption Platform
  • Continuously measure the impact of your WalkMe experiences, in constantly changing environments
Note:

  • UI Intelligence is currently available for Salesforce Lightning, Microsoft Dynamics 365™, and ServiceNow
  • See the UI Intelligence for Microsoft Dynamics 365™ for details and specific instructions related to Microsoft Dynamics 365™
  • Data may take a few days or more to show up, depending on user activity and other factors
  • The feature can be enabled/disabled through the settings section at any time (see below)
  • Please review WalkMe’s Privacy Policy for more information

How it Works

The Overview Dashboard

After logging into the WalkMe Console, choose the UI Intelligence app from the top-left menu. If you have more than one platform under your WalkMe account, you might need to select the relevant platform from the top-right menu. 

The overview dashboard is your main tool for user behavior analysis, providing great visibility into the day-to-day experience of your users.

There are 3 modules in the dashboard:

  1. High-level metrics
    • The high-level metrics can give you a sense of the volume of user activity
  2. Highlights and trends
    • Check out the highlights for quick opportunities worth investigating, and browse the table of forms to pick a form for further analysis
  3. List of all forms
    • You can order the forms based on your current focus or interest (for example, by the total number of field errors, descending)

High-level Metrics

    1. Users
      • Number of unique users who had at least one visit (session) to the platform
    2. Views
      • Total numbers of forms viewed
    3. Submission Error
      • The percentage of failed submission attempts out of all submission attempts (user clicked “Save”)
      • This is an average of all the available forms
    4. Time Spent
      • The average time it takes to successfully submit the form (regardless if there were any errors during the submission process)
      • This is an average of all the available forms

Highlights

Highlights offer a quick way to start picking up forms for further investigation. We automatically surface up the top forms that are under-performing in various metrics. For example, the forms with the highest number of field errors.

All Forms

The forms identified by our AI-based algorithm are listed in the main table. For each form you get the following metrics:

  1. Name
    • Automatically determined by AI
    • Note: Some form names might seem different than the actual form name, but this is due to our privacy algorithms making sure no Personal Identifiable Information (PII) is stored
  2. Popularity
    • The percentage of form views (how many times this form was viewed by users) out of the total number of all form views in the platform
    • Use it to identify the most popular forms and the less used ones
  3. Completion
    • The percentage of form views that ended with a successful submission, out of all form views
    • Use it to identify forms that have a lower completion rate, which might be due to confusion, lack of knowledge, etc.
  4. Submission Errors
    • The percentage of failed submission attempts out of all submission attempts (submission attempt = user clicked “Save”)
    • The higher the submission error rate – the higher the friction and frustration your users are experiencing
  5. Field Errors
    • The total number of fields in forms that had a validation error during a submission attempt
  6. Time Spent
    • The average time it takes to successfully submit the form (regardless if there were any errors during the submission process)
    • High numbers might indicate a lack of competency, confusion, errors, and general frustration that usually affects productivity

Note: All numbers shown are counted since data collection has begun. The ability to select and filter by a specific time frame will be added soon.

Form Page

After selecting a form from the dashboard, you reach the form page.

Here, you can see the actual form (excluding any potential personal content we automatically exclude), see various statistics about the entire form, field-level statistics, and industry benchmarks.

Let’s review this page.

On the right you can see the form-level insights:

Form-level

  • Completion
    • Popularity
      • The percentage of form views (how many times this form was viewed by users) out of the total number of all form views in the platform
      • Use it to identify the most popular forms and the less used ones
    • Completion
      • The percentage of failed submission attempts out of all submission attempts (submission attempt = user clicked “Save”)
      • The higher the submission error rate – the higher the friction and frustration your users are experiencing
    • Submission Errors
      • The percentage of failed submission attempts out of all submission attempts (submission attempt = user clicked “Save”)
      • The higher the submission error rate – the higher the friction and frustration your users are experiencing
    • Field Errors
      • The total number of fields in forms that had a validation error during a submission attempt
    • Unused Fields
      • The number of fields in the form with no activity at all (zero clicks)
      • Use it to identify areas that might need more awareness of users or alternatively, modify the way the form is presented, or even the scope of its content
  • Time
    • Completion
      • The average time it takes to successfully submit the form (regardless if there were any errors during the submission process)
    • Submission Errors
      • The average time it takes to successfully submit the form where the user has experienced at least one error during the submission process
      • Compare it with the Completion time (above) to estimate how much extra time your users are wasting on errors
    • Cancellation
      • The average time it takes to cancel or exit the form without eventually submitting it
      • Use it to estimate the time your users spend on forms that weren’t eventually saved or updated, which might indicate high friction, confusion, or lack of knowledge of the platform
  • Benchmarks
    • The three known metrics (Completion, Submission Error, and Time Spent) of the current form are compared to all other forms in the current account, or to the industry average (all relevant accounts)
    • This can give you a good indication of where you stand compared to other leading companies,  and what to focus on in your journey to great digital experiences
    • Please note: benchmarks are shown when available, based on various considerations (relevancy, similarity to other forms and accounts, and more)

Field-level

On the left you can see the form itself, with its fields highlighted in different colors based on the range in which the specific value is at, for easier orientation when analyzing the data.

The metric by which we present the data is selected at the top of the form:

  • Clicks
    • The total number of clicks on the form elements (input fields, buttons, etc.)
    • A good indication for user activity: popular fields, skipped fields, etc.
    • Highest values are colored green
  • Errors –
    • The total number of validation errors of fields, plus a detailed view of the errors themselves (the validation messages), with their number of occurrences
    • Highest values are colored red
  • Time Spent
    • The total time users spend (on average) on a selected field
    • A good indicator of complicated, lengthy, and confusing fields
    • Highest values are colored red

Best Practices

We’ve worked hard to make UI Intelligence an ideal companion for content strategy planning, impact measurement, and digital transformation. Our recommendation for best utilizing the product is to first identify a few forms for further analysis, then dive deeper into each form and come up with actionable insights. Check out the following example:

  1. On the Overview Dashboard, select the form that interests you the most. It could be due to a low completion rate, a high number of errors, etc.
  2. Now click on the form and review the data presented on the form page. For example, if you click on the “Errors” option to see which fields get a high number of errors, you might realize that the a specific field is more problematic for users than other fields. Looking at the errors themselves by hovering over that field, we can now better understand what users are experiencing, and we can now start planning our solutions with WalkMe. For example, adding a SmartTip to alert the user in advance of a potential pitfall with this field, will result in lower error rates, increase in confidence, productivity, and overall experience.

FAQs

Q: Do I need to configure or set up anything for UI Intelligence to work?

  • A: This product is setup-free, everything is done automatically for you. Check out the UI Intelligence for Microsoft Dynamics 365™ page for details and specific instructions on setting up WalkMe on Dynamics, if required.

Q: How much time does it usually take for data to show up after the initial enablement?

  • A: Depending on the end-user activity volume, you should see the data in a matter of days/weeks.

Q: What is the date range for data displayed in the dashboard?

  • A: The data displayed in the dashboard and forms is aggregated and includes all data collected since UII was enabled.

Q: Can I enable/disable the feature?

  • A: Yes. Click on the Settings icon (left sidebar) and use the toggle to control the operation state of the feature. Please note that disabling the feature will result in missing data, assuming future usage of the product is planned.

Q: Is Personal Identifiable Information (PII) being collected or stored?

  • A: No. We don’t collect or store any PII, only aggregations of anonymized usage data. For more information please review WalkMe’s Privacy Policy.

Q: Is support for more platforms planned?

  • A: Yes. Stay tuned for more popular platforms support. You can contact your account manager for more information.

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