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System Status: 

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.

Engagement Model for WalkMe Service Team.

Level of Engagement

WM 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 

WalkMe 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

 This image describes the onboarding process for WalkMe implementations.

Visit Promapp to view the Onboarding Process steps in more detail. You can also find resources for the process. 

Planning

This image describes the planning process for a WalkMe implementantion.

Visit Promapp to view the Planning Process steps in more detail. You can also find resource for the process.

Building 

Building Phase and Process by Customer and WalkMe Team

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

Current Application Using WalkMe
Application Implementation Contact Browser Compatibility
Concur

Chandra Bandril

(cbandril@ucsd.edu)

  • Chrome
  • Firefox
  • Safari
Ecotime

Francisco Mejia

(f4mejia@ucsd.edu)

  • Chrome
  • Firefox
JSOE CMS

Cham Yang

(c2yang@ucsd.edu)

  • Chrome
  • Firefox
  • Safari
Kuali Build

Shawn Munro

(srmunro@ucsd.edu)

  • Chrome
  • Firefox
Kuali Research

Andrea Martin

(adm014@ucsd.edu)

  • Chrome
  • Firefox
Kuali COI

Andrea Martin

(adm014@ucsd.edu)

  • Chrome
  • Firefox
Kuali IRB

Francisco Mejia

(f4mejia@ucsd.edu)

  • Chrome
  • Firefox
Outside Activity Tracking System (OATS)

Lynn Field-Karch

(lfield@ucsd.edu)

  • Chrome
  • Firefox
  • Safari
Oracle Financials Cloud

Ashlyn Bernal

(a8bernal@ucsd.edu)

Francisco Mejia

(f4mejia@ucsd.edu)

  • Chrome
  • Firefox
  • Safari
Oracle Budget

Francisco Mejia

(f4mejia@ucsd.edu)

  • Chrome
  • Firefox
  • Safari
OnBase

Francisco Mejia

(f4mejia@ucsd.edu)

  • Chrome
  • Firefox
Payment Compass

Steven Savini

(srsavini@ucsd.edu)

  • Chrome
  • Firefox
  • Safari
ServiceNow

Paul Yellin

(pyellin@ucsd.edu)

  • Chrome
  • Firefox
  • Safari