Incorporating Flow Steps

Objective

After completing this lesson, you will be able to explore additional features and functions of Smart Walk-Thru such as Error Handling, Connect to Smart Walk-Thru, and Custom Triggers.

Smart Walk-Thru Recap

Smart Walk-Thrus simplify the user experience by providing on-screen guidance at the moment of need so that your end users can complete any task successfully.

In Builder Level I, we went over the process of creating a Smart Walk-Thru which consists of three essential steps: creating the Skeleton, adding Start Points & Goals, and layering in Flow Steps as needed.

The image shows the steps of Creating a Smart Walk-Thru.
StepsDescription
Skeleton
This is the bare bones of the WalkMe Smart Walk-Thru. It consists of creating the essential steps of a process from beginning to end.
Start Point and Goals
After you build your Skeleton, you'll want to add in Start Points to ensure that users can begin the guidance at any point in the process. Goals ensure you can track the success of your Smart Walk-Thru on Insights to see if users completed the process on your site.
Flow Steps
Flow Steps include your Splits, Redirects, Auto-Steps, and more. They are the orange color "steps" in your Smart Walk-Thru. These add help fine-tune your Smart Walk-Thru further to meet the needs of your end user.

Coming Up

In the upcoming lessons, we'll be learning about additional features and functions to further expand your knowledge and expertise about the Smart Walk-Thrus. We'll cover:

  • Error Handling
  • Connect to Smart Walk-Thru Custom Triggers
  • Skippable Steps
  • Initiators
  • Actions
  • Keywords
  • Microcopy

Error Handling

What is an Error Handling Group?

Despite a well-built Smart Walk-Thru, a user may get an error on a form. In these situations, we often want to display additional steps to help users fix their errors. With Smart Walk-Thrus, you can easily create a set of steps to appear only when there is an error on-screen using an Error Handling Group.

Error Handling Groups allow your Smart Walk-Thru to show specific steps to a user if they make an error during a process. It performs the action of redirecting steps in the editor. These steps will loop until the user gets past the error.

The figure shows the action: redirect step in editor.

The image shows the action: Redirect step in editor

Why is it important?

Error handling is a great tool to have when you want to draw attention to where the user made the error and provide additional information as to what the user needs to do when the system might not be as clear.

The figure shows an example of error handling.

The image shows an example of error handling.

A great example of Error Handling is when a user might already have an account and may continue to click sign in when they need to click "Log In" instead.

How to Use Error-Handling Group in a Smart Walk-Thru?

Scenario
An example of users making the same mistake repeatedly while signing up.

The Eddie's team has created a Smart Walk-Thru for users to sign up for their website as they found it is easier to send out promotions and get users to come back and make future purchases.

They noticed that users are getting a bit frustrated because they are not realizing that Sign Up requires an email and not a generic username. They want to prevent the user from making the same mistake.

Step 1: Create the Eddie's Sign Up Smart Walk-Thru by Using the Video

Watch the video for a demonstration on creating a Smart Walk-thru. Note that the video doesn't support audio.

Using the video, create a Smart Walk-Thru with the following steps:

  1. Click Log In.
  2. Complete the Email and Password fields.
    • Select the element that consists of both email and password.
    • Make sure the trigger is Click.
  3. Check the Captcha box and click Sign Up. The element for this step is the Sign Up button.
  4. Add a pop-up step.
    • Title: Thank you for Signing Up.
    • Text: Please use EDDIES20 for 20% off your next purchase!

Bonus: Add in Start Point and a Goal for this Smart Walk-Thru. What Start Point would you have? (Hint: there is only 1) What would determine if the user created an account successfully for your goal?

Step 2: Add the Error Handling Group
The image shows the steps to add the Error Handling Group
  1. Hover below the Check Captcha box and click Sign Up step.
  2. Select the Error Handling Group.
Step 3: Name your Error Handling Group
The image shows the name of the Error Handling Group, Username incorrect format.

Just like other Flow steps we have encountered, it is a best practice to name our Flow Steps so that when it comes down to troubleshooting we know the purpose behind why this was created.

Enter a name for your Error Handling Group: Username incorrect format.

Step 4: Create the Rule for the Error Handling Group
Create the Rule for the Error Handling Group

Be sure to make the error come up on the screen before proceeding to create the rule. You can do this by entering anything without the @domain part into the input field.

  • For the rule, you will want to use the On-Screen Element Rule and use the error message on the screen as your Element.
  • Click Done.
Step 5: Add the Step for the Error Handling Group
Add the Step for the Error Handling Group

From here, you will want to add a step to direct the user to enter the proper format.

  1. Click the orange + button.
  2. Select Add Step.
Step 6: Add a Step to Correct the User
Add Step to Correct the User
  1. Select the email field as the step.
    • Title: Please check the format.
    • Text: The format should be the email *****@domain.com.
    • Position: Place to right.
  2. Click Done.
Summary
Summary of Error Handling Process

Error-Handling Group is a great way to circumvent or course-correct users from becoming frustrated when they are not understanding why a process is not working.

Connect to Smart Walk-Thru

Connect to Smart Walk-Thrus allow you to link your Smart Walk-Thru to a pre-existing one that you have built.

The figure shows an example of Connect to Smart Walk-Thru in the Editor.

Example of Connect to Smart Walk-Thru in the Editor

Why is it important?

Connect to Smart Walk-Thrus allow you to:

  • Create repeatable templates so that you don't have to re-create steps in Smart Walk-Thrus.
  • Connect two separate flows together.

The figure shows an example of a Connect to Smart Walk-Thru that is within a Split and connecting to an entirely different Smart Walk-Thru.

Example of a Connect to Smart Walk-Thru that is within a Split and connecting to an entirely different Smart Walk-Thru.

How to Add a Connect to Smart Walk-Thru?

Scenario
Set up the user profile on My Account page

Upon creating an account, users are only able to enter an email account. Eddie's team would like to see the user set up their profile on the My Account page and complete the phone number and address portion for them to send additional promotions home or gifts during their pet's birthdays.

Additionally, they would like Smart Walk-Thru to also work as a standalone for users who might have created their Accounts before the creation of this Smart Walk-Thru to access at anytime.

Step 1: Create the Smart Walk-Thru for "My Account Set Up"

Watch the video for a demonstration on creating a Smart Walk-thru for My Account Setup. Note that the video doesn't support audio.

Before we get started, you'll need to create the My Account Set Up Smart Walk-Thru. Using the video below and the instructions. Create the following steps for your Smart Walk-Thru:

  1. Click the Profile Icon.
  2. Click My Account.
  3. Complete all the fields (use a next trigger).
  4. Add an Error Handling Group for missed fields.
  5. Click Update Info.

Bonus: Add in Start Points and Goals for this Smart Walk-Thru. Hint: For the goal, you can use the Profile Updated successfully.

Step 2: Open the Eddie's Sign Up Smart Walk-Thru
Open the Eddie's Sign Up Smart Walk-Thru

After creating the My Account Set Up Smart Walk-Thru, be sure to save your work and then open the "Eddie's Sign Up" Smart Walk-Thru.

Step 3: Add Connect to Smart Walk-Thru
Add Connect to Smart Walk-Thru

After the Pop Up Step in the Smart Walk-Thru:

  1. Hover over the orange + button.
  2. Select Connect to Smart Walk-Thru.
Step 4: Select the Smart Walk-Thru
Select the Smart Walk-Thru

In the pop-up window, click on the drop-down to search and select the My Account Set Up Smart Walk-Thru. Once you have finished, you can click Done.

Summary
Add a Connect to Smart Walk-Thru

Adding a Connect to Smart Walk-Thru will make flows more seamless. As you can see here, we connected to an existing Smart Walk-Thru to seamlessly take the user to the next step and set up their account properly. These connections can also be helpful for improved content maintenance.

It is critical to remember to have Start Points set up correctly. Otherwise, if the user is already on their Account after Signing up for the first time, they may find it annoying to have to re-navigate to the account page when they are already there.

Test this out on your own!

Custom Trigger

Custom Triggers use the Rule Engine so that you can have more control and creativity over how the Smart Walk-Thru progresses to the next step.

The figure shows an example of custom trigger in the Editor.

Example of a custom trigger in the Editor

Why is it important?

There are many use cases for custom triggers. A few of the most common are:

  1. Step not triggering with Click: jQuery can be used to trigger step.
  2. There are multiple buttons the user could click to get to the next step in a process.
  3. Ability to verify fields have text or email for format.

The figure shows On Screen Element options to verify a field using a custom trigger.

On Screen Element options to verify a field using a custom trigger

How to Use Custom Triggers?

Scenario
Scenario stating the importance of Custom Triggers

The Eddie's team is noticing that the Smart Walk-Thru for My Account Set Up doesn't always complete properly. This is because there are two "Update Info" buttons on the My Account page.

Step 1: Open the "My Account Set Up" Smart Walk-Thru
My Account Set up Smart Walk-Thru

Once you have opened the My Account Set up Smart Walk-Thru, click the "Click Update" step to open up the Step Options Menu.

Step 2: Click the Custom Trigger Icon
Click on the Custom Trigger icon to open the Rule Engine

The Custom Trigger icon will open the Rule Engine so that you can create a rule to accommodate both buttons.

Step 3: Add On Screen Element Rule
Add On Screen Element Rule

For the first rule, we will use the top Update Info button as the element.

Step 4: Complete the Rule
Complete the Rule

For your Value, you'll want to set this to Clicked.

Click Add Rule to add the next rule.

Step 5: Add the Second On Screen Element
Add the Second On Screen Element

This time you will select the On Screen Element for the Update Info button at the bottom of the page.

Remember to set the Value to Clicked after selecting.

Step 6: Complete the Rule & Switch the Operator
Complete the Rule & Switch the Operator

If you already haven't done so, make sure the that Value is set to Clicked, and be sure to CHANGE the Operator between the two rules to OR. This is so that if either is clicked your trigger will work.

Summary
The image shows the My Account set up screen.Custom Triggers are a great tool to have when your builds or applications become more complicated and you need to be able to control the way the steps move forward.

Hands-on Practice: Building a Smart Walk-Thru

Disclaimer

In this activity, you'll be building a Smart Walk-Thru by applying what you just learned to the KLAW implementation that you have built out previously in Builder Level I.

  1. Review the details to understand exactly what the asks are.
  2. Determine where there is a need for Error Handling-Group.
  3. Apply a Connect to Smart Walk-Thru.
  4. Add a custom trigger to the correct step.
Introduction
The KLAW E-Sign dashboard showing the list of documents under the Documents tab.

The KLAW team would like to enhance their Request a Signature for Document and Change Signature Smart Walk-Thrus to make the flow more seamless. Please review the following request for both of the Smart Walk-Thrus.

Process 1: Enhancement Requests for Smart Walk-Thrus

Using the existing Smart Walk-Thrus you made in Builder I, (the Request Signature for Document and Change Signature flows), please read through the following requests:

  • They would like an additional step to play if the users forget to add emails to recipients' box.
  • When the user changes their signature, they would like the user to be prompted to send a signature request to themselves.
  • Currently, the Request Smart Walk-Thru guides the users to request signatures through the Templates tab. Because users can also request signatures following the exact same process through the Documents tab, they would like for the Smart Walk-Thru to also account for that functionality.
Summary

There isn't a perfect wrong or right answer. You can review the answers in the later section after you've tried it. Be sure to experiment with different ways that you can build.

Answer Guide
Overview
This overview will cover the possible enhancement request for the Request for Signature Smart Walk-Thru. If you have tested your builds thoroughly and come up with a different solution, feel free to keep them as is, but you can explore the video so see a tested build.

Watch the video to explain the Smart Walk-Thru Activity.

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