Planning a WalkMe Build

Objective

After completing this lesson, you will be able to plan a WalkMe build for effective implementation.

Building for Value

Starting the WalkMe build with proper planning, prior to diving into the actual building phase, is an important part of ensuring a successful and effective WalkMe implementation.

What is Building for Value?
In its simplest terms, building for value means creating content with purpose. Rather than just “building to build”, it is important to know what we’re building, why we’re building it, and the need that it addresses.

It is important that we are building for value to:

  • Maximize the investment of the company by creating content that solves business issues.

  • Strengthen the interactions of the end user with solutions that address their needs.

  • Amplify the value and time of the WalkMe Builder with solutions that demonstrate strong return on investment.

Approaching WalkMe build with a focus on strategy and value involves considering four key components:

  1. Identifying the specific issue or business goal you are targeting to solve. This can range from a specific issue such as key fields in a form being completed incorrectly to broader business goals such as increasing company-wide platform usage.
  2. Discovering the solutions that will address and resolve the identified opportunity.
  3. Establishing specific and measurable baselines and targets.
  4. Measuring and demonstrating success of the solutions against the baselines and targets.

The WalkMe Lens

The WalkMe Lens is the context through which we examine problems, or opportunities, for WalkMe content. There are two parts to the WalkMe Lens and thus two ways we should look at approaching content.

ApproachesDescription
Business Outcomes

This is the where we are considering the needs of the business.

  • What is the business trying to accomplish?
  • What are the business's goals?
End User Experience

This is also known as the Pain Point.

  • What is the root cause of the issue from the end user’s experience?
  • What is keeping the user from completing the desired action or behavior?
Another way to look at this is, What is the business need?” and What does the user need in order to make that happen?”

By looking at our opportunities through both sides of the WalkMe Lens, like watching a 3D movie with the 3D glasses on, we can have a clear and full view of the problem from both sides and solve accordingly.

Divider

An organization has recently purchased WalkMe as a key part of their Digital Adoption strategy. They want to make sure they are using WalkMe to the fullest for their Support team.

Using the WalkMe Lens, they examine their Support needs:

Business Needs

  • The Support team is looking to remain lean and not hire additional headcount. As a result, they want to create as much of a self-service model as possible for simple issues.

  • For more complex issues, they need to have users fill out the Support Ticket form correctly so the tickets can be solved quickly and with the right team members. They usually receive emails that do not provide the relevant information and create a long chain of back and forth messages.

End User Experience

  • End users find the organization's platform confusing and difficult to use. They often have to complete complex processes that have multiple, repetitive steps and can be confusing.

  • In order to submit a Support ticket, users have to access the form that is difficult to find and several clicks away from where they usually encounter issues. Most users will opt to just email the support team but are frustrated with the lengthy process that follows.

By using the WalkMe Lens to examine the needs of the business and the end user, the organization can create solutions that are impactful and effective by making sure that both the organization and end user needs are addressed.

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