When we first start out building Smart Walk-Thrus, we may be inclined to point out every input field or element of a website. However, building more steps in our Smart Walk-Thrus to address every possible path and roadblock isn't necessarily a good thing.
In general, it is a WalkMe best practice to have our Smart Walk-Thrus consist of 10 visible steps that users interact with or fewer. This does not include Flow Steps since users do not see them. Why? We've found that users are more likely to exit out of longer Smart Walk-Thru flows. Think about it - who wants to finish a process that appears to have no end in sight?
If keeping Smart Walk-Thrus shorter sounds like a challenge, no fear! We have several best practices to keep in mind to accomplish this.
Consolidate Steps when Necessary
If a Smart Walk-Thru guides a user through completing a form on a site, we don't need to build a step for each and every input field they need to fill out.
Instead, make one step that instructs the user to fill out all the required fields before clicking Save or Submit.
Watch the video to know more. Note that the video doesn't support audio.
Use Automation Steps
Instead of instructing a user to click a button or fill in a field, why not have the Smart Walk-Thru do it for them instead?
Auto-Steps are a great way to increase efficiency by reducing redundant actions within processes. Some of the various automation steps we've learned so far include:
Auto Click Elements
Auto Fill Text
The figure shows the use of Automation Steps.
Replace Steps with SmartTips
If you have a step within a Smart Walk-Thru that is more information-driven rather than action-oriented, consider removing that step and replacing it with a SmartTip instead.
Remember, SmartTips are there regardless of whether Smart Walk-Thrus is being played or not. They are there permanently and can assist ALL user personas (novice, veteran, etc). Having the information exist as a SmartTip instead will ensure that our end users can easily access the helpful tip.
The figure shows the use of SmartTips.
Use Linear Flows
While it's thoughtful to take into account every possible scenario that our users might go through to complete a process, we highly recommend streamlining Smart Walk-Thru flows so users are being guided through the preferred way to complete the process. This means limiting the number of paths a user can take by eliminating excessive Split steps.
The reason why we highly recommend building linear flows is to make it easier to maintain Smart Walk-Thrus in the long run. If you were to make a Smart Walk-Thru with multiple paths and Split steps within Split steps, it would be harder to test the process and fix every issue.
The figure shows the use of Linear Flows.
Microcopy Best Practices
Microcopy is the words, sentences, phrases, and punctuation in your WalkMe content. These can have a big impact on the way users engage with our content!
- Aim for no more than 12 words per sentence.
- Try removing words as much as possible, without the message losing its meaning.
- Avoid nominalization (verbs turned into nouns - "completion," "decision," "interference").
- Avoid words that are too technical or complex.
The figure shows the Microcopy best practices.
Great job! Now that we understand some best practices, let's check out a few ongoing resources and then put this all together with a build activity.
