Mistake #3: Not thoroughly understanding the problem from the end user’s perspective
Mistake #3: Not thoroughly understanding the problem from the end user’s perspective
The first two mistakes are foundational to the WalkMe setup.
When it comes to basic running of WalkMe, this mistake is top on the list.
What happens is that someone will say “Hey, can we put WalkMe on this?” and a WalkMe builder will jump at the chance.
This is great but before we build any content, we need to understand the ROOT CAUSE of the PROBLEM we’re trying to solve.
Do not jump to build content!
When we’re talking about problems and causes, we don’t need the editor open. We don’t need a 39-column spreadsheet. We need to have a conversation with the stakeholder and ask WHY.
If you don’t have a firm grasp on the problem or if it’s your first-time building WalkMe on a new system, you need to ask more questions than you usually would.
Here’s the process I recommend:
Have genuine curiosity and empathy and interview someone.
Have them screen share and show the application.
- What do they think the problem is?
- Why is that a problem?
- How do they know it’s a problem?
- Does it happen sometimes or all the time?
- Do new users do this or experienced users?
- What larger task or process is this a part of?
- What prompts them to complete this task?
- What app are they using immediately prior?
- Where do they go after this?
- What reporting / incentives exist around this process?
Only when you have a firm grasp on this can we then look at what kind of WalkMe content we can put in place to address it.
Next Steps:
I hope you found this helpful.
Do you currently see any of these in your organization?
Or does this make you think of anything you need to check on?
Any corrective actions to put in place?
Let’s talk about what’s going on and try to find the best way to address it:
