Exploring Segmentation Techniques

Objective

After completing this lesson, you will be able to use behavior-based segmentation to create and edit segments.

Segmentation Recap

Purposeful Segmentation is an important part of your builds. It allows you to display specific content to your specific end users.

Time for a quick recap of Segmentation!

Watch the video to get an overview on Segmentation.

Behavior Based Segmentation

With WalkMe Behavior Based Segmentation you can leverage all of your WalkMe analytics data to accurately target your WalkMe content to users and display the right content at the right time.

Behavior Based Segmentation allows you to use the data WalkMe collects to define a group of users with certain characteristics, users that performed certain actions, or users that have certain attributes, and then use it as a Segment when building your content.

Note

This is an enabled feature. Please request access from your Customer Success Manager or WalkMe contact.

Use Cases

  • Nudge employees to start onboarding or complete Onboarding

    Play WalkMe content to new employees based on when they are first seen in the system or if they have not interacted with specific content.

  • Feature usage

    Show a ShoutOut to users who have not utilized a new platform feature yet.

  • App usage drop off

    Show Smart Walk-Thru guidance to users who have attempted to use a new feature but did not follow through.

  • Incomplete app usage

    Replay a ShoutOut for users who viewed it but did not click on the Action.

The image shows an example of a ShoutOut appearing to complete a Tour of new features in a platform.

The figure shows an example of a ShoutOut appearing to complete a Tour of new features in a platform.

Behavior-Based Segmentation Flow

Behavior-Based Segmentation Flow
PhaseDescription
Analyze Behavior
The first step of creating a Behavior Based Segment is to identify what behavior you want to address. Such as users dropping off of a process, not utilizing new features, and etc.
Create Segment
Create the Behavior Based Segmentation in Insights based on behaviors you want to address.
Apply to WalkMe Content
In the Editor, use the Behavior Based Segment rule type in the Rule Engine and apply the rule to WalkMe content such as a ShoutOut or Smart Walk-Thru.

Here are a few additional details to keep in mind:

  1. As these are based off data, Behavior Based Segments are created in Insights. Once defined, they will be available as a rule type in the Rule Engine of the Editor.

  2. Updates to which users fall into a Behavior Based Segment are run once per day at 2:00 a.m. UTC.

  3. Each account has a limit of 5 Behavior Based Segments at a time. Each Segment has a limit of 10,000 users.

How to Create a Behavior Based Segment

Scenario
The image shows the Subscription Treats each displayed with their respective prices.

Last month, Eddie's team launched the new subscription feature and created a ShoutOut to promote the feature for users who had not been to the site for a while. They would like to create a Behavior Based Segmentation that will replay the ShoutOut based on the last time the user was seen.

Step 1: Create the ShoutOut
The image shows an announcement for a new subscription feature alongside an image of bone-shaped and paw-shaped dog treats.

Using the mock-up and your experience from building ShoutOuts please create a ShoutOut based on the mockup. You will use this later to apply your Behavior Based Segmentation to the ShoutOut.

You may set the Action to Smart Walk-Thru and use the Subscription Treat from Builder 1 Smart Walk-Thru lesson.

Optional: You may use the following image link to use for the ShoutOut.

Step 2: Go to Insights
The image shows the dropdown in which Insights is highlighted.
  1. In your Editor, go to Insights by clicking on the Menu icon.
  2. Select Insights.

Alternatively, you can open up your web browser and type in insights.walkme.com

Step 3: Select a System
The image shows the screenshot of monitored systems showing zero active users and no data for weekly usage, users exposed to WalkMe, or interaction across various platforms and with Training system highlighted.

For the purpose of training, please select your designated system for training. Please check your org to ensure you have the right selected for training.

Step 4: Click Behavior Based Segmentation
The image shows the screenshot of WalkMe's dashboard showing zero active users and sessions, with no session data found for the selected date range and Behavior Based Segmentation is highlighted in the left panel.

On the left navigation bar, click on Behavior Based Segmentation.

Step 5: Click + Create Segment
The image shows the screenshot of WalkMe's Behavior Based Segmentation page showing no audience matches, with a highlighted button to create a new segment.

On the right, click + Create Segment.

Step 6: Name the Segment
The image shows the screenshot of the Create New Segment dialog box with User Last Seen entered in the Name field.

In the Name field, name the Segment "User Last Seen."

Step 7: Select the Date Range
The image shows the screenshot of the Create New Segment dialog box with the Date Range dropdown is highlighted.

Click on the Date Range drop-down, and select the Last 90 days as the option.

Step 8: Under Condition, click Add Rule
The image shows the screenshot of an interface featuring a Conditions with + ADD RULE option highlighted.

Below the Name and Date Range fields, you will find the Condition section where you will be able to use data from the application/site, Tracked Events, WalkMe events and etc.

Step 9: Choose Event Type
The image shows the screenshot of Conditions with User Name highlighted, showing options like User Last Seen to filter by the date of users' latest session.
  1. On the left, choose the User Event Type.
  2. From the list of options you will want to select Last Seen.
Step 10: Complete Condition
The image shows the screenshot of Conditions with User Last Seen being more than 30 days ago highlighted.
  1. In the condition drop-down, choose more than.
  2. In the following field, enter 30 days.
Step 11: Click Save Segment
The image shows the screenshot of a Create New Segment page showing options for naming the segment, setting a date range, and specifying conditions, like User Last Seen more than 30 days ago, with a highlighted SAVE SEGMENT button.

Click Save Segment to save your new Segment.

Step 12: Return to the Editor and Open the ShoutOut
The image shows the screenshot of a user interface displaying a list of document options with Subscription Treat highlighted.

In the Editor, open up the Subscription Treat ShoutOut (this may vary depending on what you named the ShoutOut).

Step 13: Click on the Settings
The image shows a pop-up showing a new subscription feature for pet treats, with buttons to subscribe now or later, alongside an image of various shaped dog treats.

At the bottom left of the ShoutOut Designer window, you can click the Settings icon.

Step 14: Toggle to Play according to rule
The image shows a screenshot of ShoutOut Settings with Engagement options for Auto Play, highlighting Play according to a rule with a frequency set to Once.

Click the blue link for Create Auto Play Rule to update the Auto Play rule.

Step 15: Create the Rule for Behavior Based Segmentation
The image shows the screenshot of a user interface showing behavior-based segmentation rules, with options for User Last Seen set to True.
  1. In the first drop-down select Behavior Based Segmentation.
  2. Choose the Segment you created (User Last Seen).
  3. Set Value to True.
Summary
Great work, you just created a Behavior Based Segmentation! While this was a relatively simple example, as you get more data from WalkMe implementations, creating Tracked Events, and general user interactions with your site you will be able to make.

Note

You must republish the Settings to your environment to push through any changes made to the Segment rules, or to assign or remove a Segment from an item.

Hands-On Practice

Disclaimer

Instructions

In this activity, you'll be creating a Behavior Based Segmentation for the KLAW website.

*For the remainder of the build activities throughout Builder II, you will be creaing content within the KLAW website and adding onto the content you created in the Builder I Certification course. If needed, you can find details for the KLAW site here:

  • KLAW site link

  • To create an account, go to the login page, click Create an Account, and fill in the information. You can use the promo code: WalkMePromo

  1. Read the workbook and create a Behavior Based Segmentation based on the criteria.

  2. Once you create the Behavior Based Segmentation, apply it to the ShoutOut that created as part of the Builder Level I Activity.

Introduction
The image shows a digital interface displaying a feature announcement card positioned at the bottom right of the grid canvas, highlighting upcoming announcements with an illustration of a person joyfully anticipating news.

The KLAW is noticing that its users are not using their department feature tour Smart Walk-Thru as much as they would like, so they would want to play the Department Feature Announcement ShoutOut to inform users again for those that have not interacted with their Department Feature Tour.

Let's review the ask for creating a Behavior Based Segment to show the ShoutOut until the user interacts with the Smart Walk-Thru.

Process 1: ShoutOut Announcement

Here is the list of conditions they want to be implemented on the ShoutOut:

  • Check if the Department Feature Announcement ShoutOut was shown to the user in the last 30 days.
  • If it was, then check if the user did not with the Smart Walk-Thru Department Feature. If they did not, show the ShoutOut.

Under these two conditions, you should have the ShoutOut play again until the user interacts with the Department Feature Announcement Smart Walk-Thru.

Note

This may require you to remove and/or update the existing ShoutOut rules.
Summary
With Behavior Based Segmentation, you have flexibility to create Segments where your content can appear to specific audiences based on their interactions with your content and site features!
Answer Guide

This answer guide will go over how to create the Behavior-Based Segmentation that was requested by the KLAW team.

Step 1: Behavior Based Segmentation

Watch the video to see the potential solution for creating Behavior Based Segmentation.

Summary
In this exercise, we took it a step further and added an additional rule to ensure that the ShoutOut would play under the right conditions. Keep in mind you can add as many conditions as you want but more complex rules can get confusing and require a lot of testing to ensure your Behavior Based Segmentation works properly.

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