WalkMe: Writing Instructions for a CRM

Challenge:

We’re concerned about early adoption of a new feature in the company’s CRM

Solution:

Create a WalkMe to help users understand how to use the new feature

Background:

H&R Block’s tax pros use a CRM to manage client information — internally, we call this CRM Work Center.

We created a new feature for Work Center where tax pros can create and track tasks.

So, I worked with my design partner (Taylor Johnson) to create a WalkMe that would encourage early adoption.

Designs:

We ended up creating 50+ different WalkMe messages. Here are the first message in one of the primary WalkMe flows:

And here are three subsequent messages later in the flow:

Next steps:

We’re working on implementing the WalkMe for this upcoming tax season.

Also, while our WalkMe isn’t exclusively responsible for the success or failure of our new feature (tasks), we’re looking forward to getting user feedback and analyzing data around early adoption to help us fine tune our processes around rolling out new features in Work Center.