Business problem & context
Employee onboarding, sales, and lead-generation workflows contained confusing fields and multi-step tasks; standalone courses could not always support employees at the moment of need.
Enterprise implementation / 2018–2020
WalkMe: from discovery to in-app adoption
Making complex sales and onboarding workflows easier to complete in the moment of need.
Digital adoptionProduct implementationLearning strategy
PROJECT AT A GLANCE3departments
Supported through contextual guidance
Onboarding, sales and lead generation · 3 departments01 / THE BUSINESS CHALLENGE
What needed to change.
Employees across onboarding, sales, and lead generation encountered unfamiliar fields, multi-step tasks, and frequent workflow changes. A stand-alone course could not always help them at the moment they needed to act.
02 / MY CONTRIBUTION
Where I came in.
I led discovery conversations with SMEs, managers, and team leads; partnered with a business analyst through solution design and launch; and personally created targeted in-app guidance. Other groups owned parts of the WalkMe platform and analytics.
03 / DESIGN & DELIVERY
The work behind the work.
01 ↗
Discover
Interview SMEs, managers and team leads about recurring friction and role-specific workflows.
02 ↗
Translate
Partner with a business analyst to map points of confusion to contextual guidance.
03 ↗
Build
Create Smart Walk-Thrus, SmartTips, field highlights, first-login orientation and role-based branching.
04 ↗
Launch & reinforce
Support updates with SOPs, training resources, prompts and workflow reference materials.
04 / VISUAL WORKFLOW
From challenge to adoption.
ILLUSTRATIVE WORKFLOW · NOT A CLIENT SYSTEM SCREENSHOTCONCEPT / Pax8
01DiscoverInterview SMEs, managers and team leads about recurring friction and rol…
→02TranslatePartner with a business analyst to map points of confusion to contextual…
→03BuildCreate Smart Walk-Thrus, SmartTips, field highlights, first-login orient…
→04Launch & reinforceSupport updates with SOPs, training resources, prompts and workflow refe…
05 / OUTCOME & EVIDENCE
What can be said.
The broader onboarding and adoption initiative reported 33% lower employee turnover and 21% higher client retention. These figures are reported program outcomes and cannot be attributed to WalkMe alone.
Role and attribution boundaries
My contribution: discovery, experience design, embedded guidance, training and adoption support. I do not claim sole platform administration or ownership of the broader business outcomes.
HOW THE WORK CAME TOGETHER
From business need to usable experience.
An evidence-based overview. Where formal measurements or historical details are unavailable, that limitation is stated instead of filling in the gaps.
Discovery & needs analysis
Interviews with SMEs, managers, and team leads identified repeated questions, role-specific handoffs and points of friction.
Audience & performance gaps
New and existing employees across three departments needed reliable guidance for unfamiliar workflows and feature changes.
Learning or technology solution
Embedded WalkMe Smart Walk-Thrus, SmartTips, first-login orientation, guidance triggers, checklists, SOPs and reinforcement materials.
Design & development approach
Partnered with a business analyst through solution development and launch; mapped common obstacles to contextual prompts and department-specific support.
Tools & implementation
WalkMe guidance, SharePoint and documentation; portions of administration, system operations and analytics belonged to other teams.
Outcomes & lessons learned
The broader initiative reported 33% lower turnover and 21% higher client retention. These are not audited WalkMe-attributable effects.