Successful Implementation of the WalkMe Digital Adoption Platform

There have been multiple successful instances of WalkMe implemented across all areas of campus, from small systems with fewer than thirty users to enterprise-wide systems that are core to university business. These successful implementations have relied on the input and feedback of business owners and, especially, system users.

WalkMe is an overlay that runs on top of online systems to enhance system functionality and improve end user experience through in-system guidance, tips and other dynamic features. When implemented properly, it blends in and makes it easy for end users to successfully complete their work. WalkMe functionality also allows us to introduce UC San Diego-specific practice and language so the WalkMe experience is consistent across participating systems.

How WalkMe Is Built

Because WalkMe is designed to assist end users, we need to understand where those users need help: Which tasks are unclear or difficult to complete? At what point(s) do they get stuck?

While business owners have insight into issues reported, they may not be aware of why errors happen repeatedly at the same step in a process. The goal of WalkMe is to deliver content that guides users as they need it to help complete tasks. To create successful WalkMe content, we need your feedback! Let’s look at a specific issue that was identified by the business owners used WalkMe to reduce errors.

A Use Case for WalkMe

The UC San Diego WalkMe team was approached to develop content to help users complete an Oracle Financials Cloud (OFC) purchasing request with accurate data. The team designed a solution that verified information as it was entered. When errors were present, WalkMe guided users to correct those issues before continuing to the next step. A pilot of the OFC WalkMe solution was launched, and in a span of three weeks, approximately 240, or 15%, of the purchasing requests entered were corrected using the WalkMe guidance.

This is how a successful implementation of WalkMe begins. A use case is identified, a solution is built, data is collected, and we see an impact after launch. The next step is to explore how to expand the impact found through the pilot. In the case of OFC, the pilot’s success led to an effort to make the WalkMe Browser Extension available campus wide.

WalkMe Goes to Campus

In October 2021, the WalkMe Browser Extension was installed on all UC San Diego-managed computers, making WalkMe readily available for staff and faculty. Since the October deployment, WalkMe engagement has increased 30% on average for all systems, directly increasing value to end users, implementation teams, and business owners.

More specifically, since the campus-wide implementation of the WalkMe Browser Extension, it has helped the OFC purchasing request continue to stop errors before submission, as end users learn from the WalkMe correction process. Over the last 7 months, this WalkMe implementation has corrected around 1,400 transactions. Analysis has shown that the mitigation of transaction errors has already saved the university over 1,000 hours in transaction correction efforts. It also ensures that department transaction reports throughout the university are accurate. This is a marker of a successful WalkMe implementation at UC San Diego.

Current State of WalkMe

The UC San Diego WalkMe team presented their findings to UC colleagues at the 2021 UC Tech technical conference. As a result, we have been able to partner with UCLA as they go through their WalkMe implementation journey.

WalkMe continues to partner with campus business owners to deploy transaction error guidance in even more enterprise systems. Our goal is to help users learn how to navigate through these new systems. That goal will require user expertise and experience to help us understand their hurdles.

If you use a system that includes WalkMe guidance, we encourage you to provide feedback that will help us better support you in the new enterprise systems. The WalkMe team meets regularly with business owners, and your feedback will be discussed with the goal of understanding your experience throughout university systems.