Applying Goals to Smart Walk-Thrus

Objective

After completing this lesson, you will be able to use goals to assess user behavior.

Unlock Success with Goals

Goals are used in Smart Walk-Thrus to quantify success and understand user behavior.

Watch the video to understand how Goals are used in Smart Walk-Thrus.

Key Takeaways

Using Goals, we can view not only how many times a Smart Walk-Thru has been played, but also if the user completed the relevant process.

Having meaningful Goals demonstrates the value of a WalkMe implementation. WalkMe automatically reports on the usage of WalkMe items, but Goals demonstrate if our Smart Walk-Thrus actually help users be more successful, whether that means signing up for a paid service, creating a new opportunity, or finishing their performance reviews.

Crossing the Finish Line with Goals

Here are examples of Goals that can help you evaluate if WalkMe is helping to achieve desired Key Performance Indicators or Business Objectives:

GoalsKey Performance Indicators or Business Objectives
Tracking New Lead CreationIf there is a Smart Walk-Thru that helps users create a new lead in a CRM, create a Goal to see if users are actually submitting new leads.
Onboarding CompletionTrack if new staff are completing onboarding items via Smart Walk-Thrus, such as setting up their profile information by creating a Goal that checks if they update their profile.
Check User EngagementFor a Smart Walk-Thrus promoting a sweepstakes, set a Goal to track how many users have used the Smart Walk-Thru to sign up for the sweepstakes.

Smart Walk-Thrus Need Goals

Goals, as a best practice, should be included in every Smart Walk-Thru. Goals determine whether a Smart Walk-Thru helped a user complete a process or task.

The figure shows the alert in the Editor when a Goal is not added to a Smart Walk-Thru.

The image shows a user interface element displaying the label Initiators with a plus icon and a flag icon on the right side.

The Importance of Goals

Goal data can be seen in our analytics platform. This will let us evaluate if users are reaching our Goal(s) and, if not, adjust our Smart Walk-Thru if needed.

If we use our checkout process from our Eddie's Depot scenario, we might find that users are still not reaching the Cart page and clicking the Checkout button.

This means we might need to tweak our Smart Walk-Thru because the user might actually be getting stuck on the Product page.

Additionally, Goals can help us determine the value of our Smart Walk-Thru!

The figure shows the importance of Goals. Reaching the checkout page is part of the Goal, and so is clicking on the checkout button.

The image shows the online shopping cart checkout page showing one item, CatNip Fish Pouch.

Note

Goals track if the user completes the process for up to two hours from when they played the Smart Walk-Thru, even if they close the guidance at any point.
Determining a Goal

If we find ourselves stuck on what conditions to make for our Goal, we should ask ourself these questions:

  1. Where or what page is the final step in the process?
  2. What is the ultimate action we want our users to take on the platform?
  3. What is the last physical thing users must do that would tell us they successfully completed the process?

If we think about our Eddie's Depot scenario, we know that the last step happens on the Cart page after users click the Checkout button. So for our Goal, we would want to track whether or not the users clicked the Checkout button on the Cart page.

Exercise: Apply Goals to Smart Walk-Thru

Below is a software simulation that will guide you through how to apply Goals to your Smart Walk-Thru. The simulation will replicate what you will experience when you build in your own Editor.

ExerciseStart Exercise

Best Practices for Goals

The figure shows the best practices for Goals.

The image shows the screenshot of a user interface section titled Goals & Milestones with options to set a main goal and milestones for tracking users' success and progress.

The Main Goal should show value and be relevant to your key performance indicators, as defined by the Builder. Generally, as a best practice, our Main Goal condition will have rules looking for a message or a URL that demonstrates process completion.

Milestones are most commonly used with Smart Walk-Thrus, but can be leveraged to gain valuable insight with a Resource, Shuttle, or ShoutOut. Milestones will help you isolate troublesome areas in your site or business process. These Goals will represent each significant phase in the process by identifying unique URLs or specific elements on the page to represent where the user is on the site and their most recent actions.

To reiterate, Goals can also track if the user completes the process for up to two hours from when they played the Smart Walk-Thru, even if they close the guidance at any point.

Note

Milestones can only be created after a Main Goal has been made.

As a best practice, it's important to name the Goal. Make this name descriptive, straightforward, and succinct so it's easy to understand it in our analytics platform. For example: Success Message Received or User Clicked Submit.

Hands-on Practice: Request a Signature for Documentation

Disclaimer

Instructions

In this section, we will give you a scenario for the fictional organization KLAW. Watch the discovery call video to understand the business challenge they would like to address. Then using what you've learnt in this course, build a solution using your own WalkMe Editor.

KLAW Login Credentials

URL: https://klawsign.com/app/

Username: training@walkme.com

Password: WalkMe123!

Be sure to write this login information down somewhere! Do not reset the password for this account.

Below is a guide on how to navigate to the relevant fields and more specifics on what the KLAW team wants for their Smart Walk-Thru process.

Introduction

During your discovery and solutioning phase, you've identified a process that needs a Smart Walk-Thru. That process is requesting a signature for documentation.

Luckily for you, you don't have to sit in an hour long meeting to see this process in action. There will be an accompanying video that has been clipped from a recording so you can see exactly what this process looks like in the KLAW system.

Process 1: Requesting a Signature for Documentation

This process needs to be known by all KLAW users (new or existing) and is a common process for users to make mistakes. The goal here is for users to reach the correct page and click the Request Signature button.

In this activity, we will be looking to create:

  1. A Smart Walk-Thru skeleton flow.
  2. Start Point(s) to enhance the user experience.

  3. A Goal that collects data for users that completed the process.

Watch the video to understand the process of requesting a signature for documentation.

Summary

There's a lot of information to take in. Feel free to rewind the video and re-watch as you capture your Smart Walk-Thru steps.

Once you have your Smart Walk-Thru skeleton created, then you can start thinking about where you might want to add in Start Point(s). Finally, add in your Goal(s) to wrap up the activity.

Answer Guide

This answer guide will go over the Smart Walk-Thru build for this process.

Step 1: Requesting a Signature For Documentation Smart Walk-Thru

Watch the video to understand the process of requesting a signature for documentation smart walk-thru.

Step 2: Requesting a Signature For Documentation Start Points

Watch the video to understand the process of requesting a signature for documentation start points.

Step 3: Requesting a Signature For Documentation Goals

Watch the video to understand the process of requesting a signature for documentation goals.

Summary

We hope you found this answer guide helpful! Again, this is a suggested build, but if you find that there are additional Start Points or steps you'd want to add that improves the user experience, feel free to explore them in your future implementations.

Summary

Smart Walk-Thrus
  • Smart Walk-Thrus provide step-by-step on-screen guidance through a process using balloons. Messages in balloons should be direct and actionable. Avoid overloading the user with information. Keep your Smart Walk-Thrus to twelve steps or less, as we've seen flows with more than twelve steps have significant user drop-off.
  • Add Start Points to any steps in a Smart Walk-Thru that a user is likely to want to start the process from. A Start Point will make sure the Smart Walk-Thru recognizes where the user is in the process by checking the defined condition set. Generally, as a best practice, these conditions should look at the Current URL of the page and an Element On-Screen.
  • Goals are integral to the success of Smart Walk-Thrus. Goal conditions should contain Current URL and Element On-Screen rules as a best practice. WalkMe continues tracking Goals for up to two hours after the item has been closed or ended. Once a Smart Walk-Thru is played, its Goals are checked continuously until they are met.

Related Resources

Smart Walk-Thru: Getting Started Guide

Start your Smart Walk-Thru journey with this helpful resource guide.

View Article

Start Points: Getting Started Guide

Have your Smart Walk-Thru pick up where users left off using Start Points.

View Article

Goals: Getting Started Guide

Measure the success of your Smart Walk-Thru with Goals.

View Article

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