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WalkMe Solution Planning: Getting Started Guide

Updated on April 16, 2020 Download PDFDownload as PDF
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Brief Overview

Planning your WalkMe Solution before you begin building can help make your overall WalkMe build more effective.  Identifying your use case will help you determine which WalkMe apps will be most valuable for your platform. Focusing on specific goals within your use case will ensure that all of your WalkMe content will work together to form a cohesive solution.


During the Pre-Build phase, you will identify your WalkMe use case and establish goals within your use case.  You can then decide what WalkMe content will best help you meet these goals.

Identify your use case: What are your primary reasons for using WalkMe on your platform?


WalkMe can be used to guide new users through processes that are essential for success on your platform.

For an Onboarding use case, you may use: Smart WalkThrus, Onboarding Tasks, Unique User ID, Resources, ShoutOuts, and Surveys

Support Ticket Deflection

Use WalkMe to make it easier for your users to solve their issues on their own by focusing your solution on issues that most commonly result in users opening support tickets.

For a Support Ticket Deflection use case, you may use: Smart WalkThrus, SmartTips, Launchers, Resources, and Keywords.

Feature Adoption

Use WalkMe to notify your users of new features and guide them through the process of adopting them.

For a Feature Adoption use case, you may use: Smart WalkThrus, ShoutOuts, Surveys, and Shuttles.


Using WalkMe to guide and engage free-trial or demo users will increase free-to-paid conversions on your platform.

For a Conversion use case, you may use: Smart WalkThrus, Onboarding Tasks, ShoutOuts, and Shuttles.

User Retention

Use WalkMe to ensure that your users develop good habits and utilize all of the tools available on your platform in order to improve user retention.

For a User Retention use case, you may use: Smart WalkThrus, SmartTips, Launchers, and Automation.

You will notice that the Build / QA / Publish steps loop in the flow chart above. This is because it is not necessary to build out your entire WalkMe solution before publishing.  You can build and publish a single process, then repeat this with a new process as you continue to add additional content to your overall solution.


The Build phase involves actually building your WalkMe solution using the WalkMe Editor.  The Build process can be divided into five steps:

1. Build Main Path

The main path is the path of a Smart WalkThru that most users will take to complete a process from start to finish.

2. Alternative Paths

Alternative Paths account for deviations from the main path that may occur due to differences in user behavior or differences in the user interface.

3. Goals

Goals ensure that you are able to track your users’ successful completion of a process, whether they complete the process using WalkMe guidance or independently.

4. Engagement

Engagement involves ensuring that users have access to your WalkMe content.  Engagement can be enhanced by building ShoutOuts, Launchers, or adding AutoPlay Rules to Smart WalkThrus.

5. Segmentation

Segmentation ensures that each of your users only sees the content that is relevant to them.


The QA phase involves ensuring that your new WalkMe content works as expected on your platform, and that it works with your existing WalkMe solution.  You can QA using Preview mode.


The Publish phase involves publishing your content to the Test environment, and after testing, publishing to your Production environment, making the content available to your end users.


You can use the data collected from Insights to maintain your WalkMe solution by identifying pain points in your platform, and determining which pieces of your WalkMe solution might benefit from increased engagement.


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