WalkMe @ UC San Diego
UC San Diego first deployed WalkMe for Kuali Research. Since then, more than 12 applications across areas of the university have implemented and deployed WalkMe to support their users.
Program Structure
WalkMe Services
The WalkMe team serves a central hub for all WalkMe implementations. New projects interested in a WalkMe implementation for their application should contact the team. Once an implementation use case is discussed, the WalkMe Team configures the necessary requirements for technical implementation. Depending on needs and timelines for a project, the WalkMe team supports end-to-end implementations, planning efforts, building efforts, and testing efforts. The team also offers one-on-one workshops to design or troubleshoot complex solutions.
Engagement Tiers
Below is the current Engagement Model for the WalkMe team.
Level 1 is used to describe a full implementation performed by the WalkMe team. Level 2 refers to an implementation where the WalkMe team partners with the project team. This is the most common implementation Level, Level 1 is mostly reserved for Enterprise Systems Renewal (ESR) projects. Level 3 is where the WalkMe team supports a project team resources as needed, it is mostly a self-service tier.
The goal of the Engagement Model is to transition all implementations to Level 3, where an in-house resource can design and develop content that meets the requirements and best practices at UC San Diego. However, even at Level 3, all implementations can submit requests to the WalkMe Team for assistance throughout their implementations and continuing improvements.
| Level of Engagement | Service Team Focus | Description | Effort Level (WM/Customer)/ |
|---|---|---|---|
1 |
Full Implementation |
WM Team: scope, solution design, development, implementation. Customer: receive training and support services. Goal: aim to mature level engagement to Level 2 (1 – 3 months after go-live) |
80/20 |
2 |
Partnership with Customer |
WM Team: consultant role, providing strategic direction, enabling Customer, paired implementation workshops, assistance with needs assessment, assistance with solution design. Customer: scope, solution design, development, implementation. Goal: aim to mature level engagement to Level 3 (3 – 6 months after go-live) |
50/50 |
3 |
Enable and Support Customer for Self-Service Implementation |
WM Team: Provide self-service documentation, provide access to training, technology, and best practices, ad-hoc paired implementation workshops. Customer: scope, solution design, development, implementation Goal: aim to mature all customers to this level after go-live |
20/80 |
Implementation Process
Implementation Phases
| Onboarding
Use Case Assessment, Implementation Strategy, and WalkMe setup |
Planning
Needs Assessment, Inventory, and Timeline |
Building
Solution Design and Build |
Testing
Solution Testing and Adjustments |
Launching
Publishing |
Continuation
Content Maintenance and Sustainment |
|---|---|---|---|---|---|
| Description: The beginning of a WalkMe implementation starts with an assessment of the customer Use Case. This allows the WalkMe team to determine what the best strategy is for a successful implementation. An initial assessment also informs the WalkMe team of possible technical and strategical setup required. |
Description: Planning the implementation involves a thorough analysis of needs and requirements for a successful implementation. With an inventory of needs and requirements, an accurate timeline can be presented for completion of implementation. |
Description: Assessing the WalkMe features that will meet the needs and requirements. Designing solutions based on business processes. Building content based on best practices. |
Description: Involving Subject Matter Experts (SMEs) and project team members to test the success of WalkMe in meeting needs and requirements. Then, making adjustments and redesigns based on feedback from test groups. |
Description: Make content available to all end-users who have the WalkMe extension installed in their browsers. Deliver communications to target audience for extensions installation. |
Description: Developing a transition strategy to maintenance by project resources. As well as, discussing data and reporting for sustainment |
Onboarding
Visit Promapp to view the Onboarding Process steps in more detail. You can also find resources for the process.
Planning
Visit Promapp to view the Planning Process steps in more detail. You can also find resource for the process.
Building
Visit Promapp to view the Building Process steps in more detail. You can also find resource for the process.
Testing
*Coming soon*
Launching
*Coming soon*
Continuation
*Coming soon*
Service Roadmap
Upcoming Implementations:
- Office of Innovation and Commercialization (OIC) Sophia
- I-Sight
- Tririga Space Management
Upcoming WalkMe Services:
- WalkMe Builder Training
Technical Deployment
WalkMe has two deployment methods: browser extension and JavaScript snippet. The deployment method depends on the application and vendor policies. At UC San Diego there is a combination of both deployment methods. Users can download and install the extension. Downloading the extension once will allow access to WalkMe content in all applications where WalkMe is deployed.
Applications Using WalkMe
| Application | Implementation Contact | Browser Compatibility |
|---|---|---|
| Concur |
Chandra Bandril |
|
| Ecotime |
Francisco Mejia |
|
| JSOE CMS |
Cham Yang |
|
| Kuali Build |
Shawn Munro |
|
| Kuali Research |
Andrea Martin |
|
| Kuali COI |
Andrea Martin |
|
| Kuali IRB |
Francisco Mejia |
|
| Outside Activity Tracking System (OATS) |
Lynn Field-Karch |
|
| Oracle Financials Cloud |
Ashlyn Bernal Francisco Mejia |
|
| Oracle Budget |
Francisco Mejia |
|
| OnBase |
Francisco Mejia |
|
| Payment Compass |
Steven Savini |
|
| ServiceNow |
Paul Yellin |
|