In this interview, Debra Sutton – Regional Vice President and Country Manager at WalkMe discusses the digital adoption journey of Dana Schulenburg – People Director, Global Corporate Functions / COO, People Function at QBE Insurance and how they use the WalkMe platform to improve efficiency and user experience.

Dana emphasises the need to simplify processes and reduce the dependency on help guides and support tickets. The main goal is to enable users to navigate processes faster and reach desired outcomes without extensive training. The impact of WalkMe on their team includes a shift in focus towards creating great service, while emphasising the importance of content creation and governance. Success is measured by reduced case volumes and improved user engagement.

The digital adoption strategy has matured over time, moving from training-focused approaches to embedding change and guidance within the workflow. Complete simplification is not always possible due to legacy complexity.

Dana advises others starting their journey to have a clear strategy, invest in content creation skills, and collaborate closely with technology partners. The next steps for QBE involve expanding WalkMe’s usage across multiple platforms and supporting other functions within the organisation to enhance digital adoption.

There is value in integrating digital guidance and learning into everyday workflows to drive efficiency and effectiveness.

Key Takeaways:

• Focus on simplifying platforms and reducing the need for help guides and support tickets. Shift towards creating great service and emphasising content creation and governance.
• The digital adoption strategy has evolved to embed change and guidance within the workflow, rather than just focusing on training during implementation. Success is measured by reduced case volumes and improved user engagement.
• Develop a clear strategy, invest in content creation skills, and collaborate closely with technology partners to begin your journey.