This month we are shining the spotlight on Digital Adoption Platform Professional Susie Benes and her excellent work at GuideMe. As a digital adoption enthusiast, Susie shares the path which led her to WalkMe and the exciting work challenges of being a DAP professional.
If you are interested in changing career paths or deepening your digital adoption experience, be sure to visit WalkMe’s Digital Adoption Institute and learn more.
1. How did you become a DAP professional? And what problems were in the company that led to the creation of the DAP professional role?
I was introduced to WalkMe when it was brought on to assist in a software migration at a national company I worked for. They assigned a group of us to train as builders, and after the first, meme-filled WalkMe University video, I was hooked. I was the only one who completed the training and volunteered for more responsibility. The company leadership was very thankful for my boundless enthusiasm, and in the end, I managed the implementation and build for the whole system by myself.
The company had a very small support and training staff that could not cover national time zones, especially with almost 9,000 users. WalkMe provided key information on fields and helped to shore up shortcomings on the new system itself (covering fields and non-functioning blocking buttons). Without WalkMe to guide users, the changeover would have been much more difficult than it was.
That first exposure helped me realize that this was what I wanted to do, and I consequently made digital adoption my full-time gig.
2. How is DAP used at your company?
GuideMe is an official WalkMe Partner, so we closely follow WalkMe internal procedures when it comes to helping implement DAP for other companies. We are a small team, but what drives us is the belief in WalkMe as the best DAP out there, and that it truly can make a difference in users’ daily lives. We do have a few internal WalkMe solutions on our Salesforce Platform and Workstation, but they are mostly for demos since our team is quite small.
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I consider every new implementation we complete for a client a huge success. Some might only consist of 3-4 walkthroughs, a host of SmartTips and some launchers, but the impact that those can have on users is marked.
Our biggest accomplishment to date while I have been part of GuideMe, has been a release for a large global mining client across multiple environments, and a particularly tricky SAP build. While our team is small, it is mighty!
4. What are your biggest challenges as a DAP professional?
One of the most common hurdles I encounter is explaining to the client that endless walkthroughs alone on every single process does not a training program make. SmartTips and other point of need elements serve modern software users far more.
I also find that sometimes you have to read between the lines of what a client is telling you, and try to see what their leadership is hoping to achieve with their digital adoption vision.
5. What excites you the most about being a DAP professional?
I love puzzles, and implementing a DAP is about solving complex puzzles that involve a myriad of moving and ever-changing parts. It’s exciting!
6. How would you describe being a DAP Professional in 3 words?
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