WalkMe Insights is WalkMe’s all-in-one analytics platform, providing core analytics for all WalkMe items and general user behavior in your product. Insights consists of 2 key parts, WalkMe Engagement Analytics and Digital Experience Analytics.
Using Engagement Analytics for Smart Walk-Thru
Objective
After completing this lesson, you will be able to read data from Smart Walk-Thrus Dashboard.
WalkMe Insights
Smart Walk-Thru Analysis
To navigate to Smart Walk-Thrus in Insights, click Apps, and then click Smart Walk- Thrus. In this module we will take a closer look at the individual Smart Walk-Thru page.
Individual Smart Walk-Thru's metrics is explained as follows:
- Big 3 Metrics
The individual Smart Walk-Thru page has the same top three data points listed at the top as the Smart Walk-Thru overview page.
How many users played the Smart Walk-Thru, how many times has the Smart Walk-Thru been played, and how many goals are being met?
- Smart Walk-Thru Steps Analysis
A great feature that shows which steps are played the most and where users start or drop off in the Smart Walk-Thru.
Hover each step to view the number and percentage of Smart Walk-Thru plays in which the step was reached.
- Smart Walk-Thru Initiation
Understand how people typically start your Smart Walk-Thru with a visual breakdown.
Action: What metric matters here? Engagement, engagement, engagement. Increase engagement by adding another method to initiate the Smart Walk-Thru.
- Goal Completion Analysis
View how many users completed your Smart Walk-Thru's Main Goal and Milestones, and see the total number of goal completions.
Smart Walk-Thru Steps Analysis can be accessed via Insights or directly from the Editor.
This feature shows which steps are played the most and where users start or drop off in the Smart Walk-Thru.
How to Access Smart Walk-Thru Steps Analysis in the Editor
The video shows how to access the Steps Analysis directly in the Editor.
Watch the video to know more. Note that the video does not support audio.
Click the pie icon in the bottom left of your Smart Walk-Thru in order to access the Steps Analysis directly in your Editor.
Click the icon again to exit Steps Analysis.
Note
Steps Analysis is only available to builders with Read permissions on Insights.
Drop Off Following an Auto Step or Balloon Step
One of your steps may have a lot of plays, but the next step has very little or even zero plays, such as in the example to the left. This indicates a high rate of user drop off.
In your Editor, update the step's trigger, selected element, or the balloon text. The trigger could be broken, the wrong element could be selected, or the user could be unsure of what to do to progress through the Smart Walk-Thru.
The Auto Click step may not be clicking the correct element, preventing the Smart Walk-Thru from moving to the next step. Try reselecting the element in the Editor.
Long Smart Walk-Thrus
If you have a Smart Walk-Thru with many steps, you may steadily see users drop off throughout the process.
In this case, remove unnecessary steps to optimize and shorten the Smart Walk-Thru.
Remember, the recommended number of visible steps is less than 10-12 per Smart Walk-Thru.
Watch the video to know more. Note that the video does not support audio.
Drop off following a Wait For Step
If you have a lot of user drop off following a Wait For step, it could be that your rules are too strict so users are not able to progress.
Adjust your rules to make sure users are able to meet the requirements and to accommodate a variety of scenarios.
Low Smart Walk-Thru Plays
If you have a lower number of Smart Walk-Thru plays than expected, take a look at the Smart Walk-Thru initiations.
Maybe that ShoutOut you thought would see a lot of engagement isn't bringing in as many Smart Walk-Thru initiations as expected. Double check the Auto Play rules for ShoutOuts or Display Condition rules for Launchers to make sure they are displaying as expected to your users.
In addition, you can create more entry points to your content if needed.
Examine the Efficacy of Your Initiators
If a certain initiator has a low Goal completion rate, try updating the Launcher text.
It could be that the Launcher text is not descriptive of the Launcher's action, so users are abandoning the process.
The location of the initiator may not be catching users at the right point in a process, or the process is not relevant to users on that page.
Low Goal Completion
If there is low Goal completion on your Smart Walk-Thrus, first take a look at your Goal. Is there an issue with the Goal rule? Adjust your Goal to accommodate multiple scenarios.
For example, maybe there are multiple Save buttons on the page. Ensure that your Goal will be met if either Save button on the page is clicked. Or come up with a new method of determining if users are saving their profile.
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