WalkMe Development
As part of our ongoing training efforts to help internal and external users adopt our new software, we brought in WalkMe as our digital adoption platform (DAP) solution of choice.
We went through our software and identified the flows that we wanted to build out guidance content for. We made decisions such as whether the steps would work better as bubbles or modals, what steps to add loops to, when to end the guidance flow, and what to display on the last bubble/modal (e.g. links to additional related guidance).
After we built out the guidance flows, we reviewed them with our managers and other colleagues, made changes, and published them to our users.
Customizations
Using CSS, we made custom adjustments to the menu and balloons for better visibility and readability for our users.
WalkMe Insights
We were able to view analytics for which guidance flows our users engaged with, where they dropped off in the flows, and where they were located. We used this data to inform how we modified existing guidance and developed the next set of flows.
Vendor Management
Throughout the process, I worked on both developing guidance flows and also managing our relationship with the WalkMe team. I worked to make sure that we were receiving the support that we agreed to in our contract. We had paid for an higher tier of additional support and build time, but since our team was so successful in learning the software to an intermediate level, we had minimal use of the build hours and instead used our time with their developers as office hours to troubleshoot any issues we encountered when attempting complex flows (e.g. building in multiple loops) or learn new tricks (e.g. jQuery selectors).
One example of needing to work closely with the WalkMe team came up after our company (Warner Bros. Discovery) split off from AT&T. Because we had signed our contract with WalkMe when we were still part of AT&T, we had a joint WalkMe admin account with the AT&T team. When I discovered that our accounts were still connected on the back end, I worked with our Customer Success Manager and engaged their tech team to figure out what needed to be done to perform the account split. The eventual decision was to re-deploy both accounts and move the content to the corresponding sides. This was not anything people on their side had seen on a regular basis, so they needed to figure out who to engage with for the re-deployment.
Another example of engaging with the CSM and making sure our needs were met came in the form of discovering that the WalkMe software not working consistently with one of our software platform setups, so we needed to cancel that portion of the contract from renewing the following year.
Learnings
I learned a lot about writing and designing content flows for users, such as what wording worked best and where to place the menu widget so that users would know that the guidance is available for their use. I also learned about maintaining an ongoing working relationship with customer success managers and how to communicate what we needed to them to ensure that we got the support level we agreed to and paid for.