Coming up on 7 years building Digital Adoption content in WalkMe, 4 years solo helping companies implement. Here are the top misconceptions I see customers run into:
Misconceptions:
1. I can just bring the same "top-down just tell them to do it" communication style to WalkMe.
2. I can just convert my existing job aids / quick reference guides into WalkMe.
3. I can just assign someone on my team to be my WalkMe builder.
4. I can put 20 flows in the menu and they'll get used.
5. One I get the content built, I'm done.
6. I already understand the problem.
7. I don't need to measure change.
We'll stop at seven for now, hah!
Here's the reality:
1. Many users reflexively dismiss login pop-ups. You need to carefully nudge users to action at the right point in time or they'll just ignore you.
2. Your current job aids are probably out of date and converting them into WalkMe changes what you'll want to say and how you'll want to say it. We're not going to copy-paste. Go bottom-up from the app.
3. Becoming a WalkMe builder is a new skillset. You don't want to "voluntell" a team member. You want hand-raisers.
4. Generally favor on-screen help via SmartTips and launchers and automated button blockers as opposed to building out an extensive "library".
5. WalkMe is a journey. It's a commitment. It's a decision point for your organization. Once you get the initial content built, you're just getting started.
6. You may think you know what user's frustrations are. And maybe you know enough to build some initial helpful content. But EVERY TIME I've helped an SME interview a real end-user, it has added nuance, context and shade of meaning that's improved what we were going to do.
7. Don't let half the WalkMe product (Analytics) go to waste! Setup DXA or Engaged Elements so you can start tracking where users are clicking and establish a baseline.
Ready to check your premises? Give me a call.
Misconceptions:
1. I can just bring the same "top-down just tell them to do it" communication style to WalkMe.
2. I can just convert my existing job aids / quick reference guides into WalkMe.
3. I can just assign someone on my team to be my WalkMe builder.
4. I can put 20 flows in the menu and they'll get used.
5. One I get the content built, I'm done.
6. I already understand the problem.
7. I don't need to measure change.
We'll stop at seven for now, hah!
Here's the reality:
1. Many users reflexively dismiss login pop-ups. You need to carefully nudge users to action at the right point in time or they'll just ignore you.
2. Your current job aids are probably out of date and converting them into WalkMe changes what you'll want to say and how you'll want to say it. We're not going to copy-paste. Go bottom-up from the app.
3. Becoming a WalkMe builder is a new skillset. You don't want to "voluntell" a team member. You want hand-raisers.
4. Generally favor on-screen help via SmartTips and launchers and automated button blockers as opposed to building out an extensive "library".
5. WalkMe is a journey. It's a commitment. It's a decision point for your organization. Once you get the initial content built, you're just getting started.
6. You may think you know what user's frustrations are. And maybe you know enough to build some initial helpful content. But EVERY TIME I've helped an SME interview a real end-user, it has added nuance, context and shade of meaning that's improved what we were going to do.
7. Don't let half the WalkMe product (Analytics) go to waste! Setup DXA or Engaged Elements so you can start tracking where users are clicking and establish a baseline.
Ready to check your premises? Give me a call.