VICTORIA GARDNER
BACKGROUND
A global HR technology consulting firm implemented WalkMe across multiple client environments, including Workday and Salesforce. While consultants were building Smart Walk-Thrus and support content effectively, leadership identified a recurring issue: consultants were not consistently using Engagement Tracking data to measure success or inform optimization decisions.
As a result:
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Clients received limited reporting beyond launch and completion rates.
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Optimization opportunities were often missed.
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Consultants struggled to clearly demonstrate measurable business impact.
Analysis
A skills gap assessment revealed that consultants understood how to build WalkMe content, but lacked confidence in interpreting and applying engagement data. They needed structured guidance on:
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Overall interaction metrics
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Step-level performance analysis
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Menu search trends
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Survey feedback interpretation
The business need was clear: enable consultants to use engagement data proactively during client conversations.
Design
The learning objective was defined as: "Consultants will be able to interpret engagement tracking data and use it to identify optimization opportunities and communicate measurable impact to clients."
The lesson was structured to:
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Explain each engagement tracking area
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Provide practical examples
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Include a knowledge check for reinforcement
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Incorporate a real-world application scenario
Development
Interactive examples were built using sample Insights dashboards.
Learners practiced identifying:
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Drop-off points in Smart Walk-Thrus
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High-frequency menu searches
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Survey trends indicating friction
Scenario-based questions were added to simulate client discussions.
Implementation
The lesson was delivered as part of the Advanced Analytics training for consultants. Managers reinforced learning by requiring engagement data to be included in client QBR (Quarterly Business Review) presentations.
Evaluation
Post-training surveys and performance metrics were reviewed after 90 days.
THE RESULTS
Within three months:
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78% of consultants incorporated step-level performance analysis into client reporting (up from 32%).
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Clients identified 40% more optimization opportunities based on menu search data.
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Survey response insights led to targeted improvements in two high-traffic processes, increasing Smart Walk-Thru completion rates by 18%.
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Leadership reported stronger executive-level conversations, as consultants were now able to clearly tie engagement metrics to business outcomes.
Most importantly, consultants shifted from reactive reporting to proactive, insight-driven consulting.