Objective
WalkMe can be used either internally (employee facing) or externally (consumer facing).
Watch the video to determine the WalkMe use cases.
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While these are the most common WalkMe use cases, they are by no means the only way to utilize the software! With some basic building blocks and creativity, you can use WalkMe in countless ways to solve your business and user needs.
However, before we dive into the individual WalkMe applications, it is important that we understand Solution Strategy. Solution Strategy refers to the approach that we want to take with our WalkMe content. The Solution Strategy influences the WalkMe Apps we use based upon the experience we want the user to have and the critical nature of the process to the organization. Just like in the WalkMe Lens!
| Solution Strategy | Description | Example |
|---|---|---|
| Aggressive Solution | Appears for the user at the point of need and the users will have no choice but to interact with your content. | A ShoutOut reminding users once a week to utilize a new feature. Launchers that block buttons in order to prevent a user from advancing until all fields are filled out. A Smart Walk-Thru automatically playing on the page for the user. |
| Moderate Solution | Available for the user to opt into when they are ready for guidance on impactful business processes. | A Smart Walk-Thru in the menu that provides guidance on impactful business processes, however, the user can click out of it. A SmartTip that appears when a user hovers or clicks into a field that provides helpful information. |
| Passive Solution | Content to opt into to showcase additional information to support their holistic view of the platform. | A Launcher or icon SmartTip that the user must interact with in order to view information. |
Now that we have the high level view of the strategic pieces, let’s start to put the pieces together and look at 10 common pain points considering WalkMe Lens the business or project need and some possible WalkMe solutions.
| Pain Point | Project Need | Suggested WalkMe Solutions |
|---|---|---|
| Users don't know how to start the process | We need to navigate users through a process | Smart Walk-Thru & Launcher |
| Users can complete the process, but with errors | We need to provide guidance or validate fields within a process | SmartTips Launcher & Smart Walk-Thru |
| Users can complete the process, but it is inefficient | We need to automate the process as much as possible | Launcher & Automated Smart Walk-Thru |
| Users are not seeing important company or site announcements | We need to communicate information to users quickly | ShoutOut |
| Users are confused by website elements | We need to provide additional guidance | SmartTips |
| Users cannot find, or take time, locating important documents | We need to provide links to documents | Launcher & Resource |
| Users cannot find, or take time, locating important web pages | We need to provide links to web pages | Launcher & Shuttle |
| Users are not completing mandatory tasks efficiently | We need to provide a checklist of activities for the user | Onboarding Tasks |
| Parts of the page/site are being deprecated | We need to block users from entering, saving, etc. | Smart Walk-Thru & Launcher (Invisible) |
Our SaaS organization has recently purchased a new CRM system, and we have been tasked with incorporating WalkMe into the platform. After speaking with a few departments, we have been able to identify some immediate critical issues to address.
| Use Case | Identified Issue |
|---|---|
| Training (Onboarding) | New employees need to learn the process for requesting time off. |
| Support Reduction | Support wants to minimize tickets about common processes for the CRM platform. |
| Change Management | Users don't know how to complete processes in a new CRM platform. |
| Data Integrity | Sales enters information incorrectly, causing inaccurate forecast reporting. |
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