Overview

WalkMe has been selected as UC San Diego’s digital adoption platform (DAP).

When the WalkMe layer of technology is added to participating UC San Diego systems, we rely on the WalkMe web browser extension to deliver this functionality to end users. For this reason, everyone at UC San Diego should install the WalkMe browser extension.

Critical Concepts

Contact your local IT if you need assistance confirming or installing the WalkMe browser extension.

WalkMe: About WalkMe

Question: What is WalkMe?

Answer:

• WalkMe has been selected by the Enterprise Systems Renewal (ESR) program as UC San Diego’s Digital Adoption Platform (DAP). Starting with the launch of Kuali Research and for select ESR projects moving forward, WalkMe will be used to augment training and accelerate system adoption by adding in-system help when you need it. When applied, it takes the guesswork out of new systems and processes by providing step-by-step guidance overlaid onto the user interface. These guided walkthroughs, along with direct access to static help content and ways to request support, will be made available, on-demand, as you learn the system.
• To take advantage of WalkMe’s functionality on select ESR projects, a lightweight web browser extension needs to be installed. For this reason and to minimize effort for users of university-managed devices, the ESR program partnered with major IT departments to automate the installation for the vast majority of users. Please be advised that the exact timing of the WalkMe browser extension deployment will vary by the schedule of your IT support staff, and will be timed with specific system launches. As systems come online, the inclusion of WalkMe will be referenced in project communications and the system go-live announcement. 

WalkMe: How it Works

Question: How does WalkMe work?

Answer:

• The WalkMe code snippet is either added to the vendor’s code or, if the vendor does not want to add the WalkMe code snippet, we rely on individual users experiencing WalkMe using the browser extension.
• Our preferred way is to have the vendor include the code snippet, but since all vendors will not include the code snippet we must rely on the WalkMe browser extension.

Question: How is WalkMe configured for UC San Diego applications?

Answer:

• WalkMe is configured to the URL specific to the application or module within an application. Unless specified, WalkMe is not active for other websites rendered in the browser.

Question: How does WalkMe identify users?

Answer:

• We set a program-level configuration to collect usage statistics using cookies. 

Question: Can WalkMe be configured to show only training content to users of a specific role?

Answer:

• Yes, WalkMe can be configured to show only content that's pertinent to a specific logged in user.  This requires more advanced configuration of WalkMe, and additional integration between WalkMe and the target application so WalkMe knows what content to display to what groups of users

WalkMe Browser Extension

Question: When does the WalkMe Browser Extension (WMBE) collect data?

Answer:

• The WalkMe browser extension is only active when you use a UC San Diego applications that has WalkMe configured. (see "How is WalkMe configured for UC San Diego applications")  Otherwise the browser extension is inactive.

Question: Does the WalkMe browser Extension send content from the application to WalkMe?

Answer:

• No. UC San Diego's WalkMe service will be configured at the program level to collect Engagement data, which WalkMe describes as usage statistics to inform administrators of how WalkMe content is being leveraged by the user community.
• Interactions between the user and the application, or content housed within the application, are not being tracked nor are they being sent to WalkMe. 

Question: What data is captured?

Answer:

• IP addresses are collected for debugging and security purposes, along with usage statistics of WalkMe functionality, such as specific walkthroughs and help content is being tracked via cookies. Page contents are not collected.
• WalkMe processes:
  • Usernames
  • Roles (e.g., fund manager, researcher)
  • HTML metadata to locate elements on a page
  • Analytics metadata (user interactions with the WalkMe tools)
  • IP addresses
  • Approximate user locations
  • Environment properties: browser types, page URLs, and page titles
• IP addresses are pseudonymized before being transferred to WalkMe. Names and other direct personal information (except usernames) are not collected at this time.

Question: Will the WalkMe browser extension synch with home devices? 

Answer:

• Some browsers, like Chrome, will allow users to synchronize their browser plugins across multiple devices (e.g. computers at home and at work). If that functionality is enabled, users may see the WalkMe plugin, which they install on their University owned device, to show up on any other device configured to synchronize browser plugins.

Question: Is administrator access to my computer required to install the extension?

Answer:

• It depends, departments across the University determine if administrator access is needed to install browser extensions.
• We recommend you first check to see if the browser has been installed and is working properly (instructions). And if you need to download the extension, contact your local IT or the ITS Service Desk.

Question: Why does Safari web browser prompt to enable the WalkMe extension?

Answer:

• Safari web browser will be promoted: Do you want to enable the browser extension? Select yes to enable the WalkMe browser extension.

Question: How do I do I keep my extension up to date?

Answer: WalkMe updates the extension for you, not need to worry If you have the latest version or not.

Data

Question: How long does WalkMe store data?

Answer:

• The WalkMe program will provide a disposition schedule approved by service governance.

Question: What will WalkMe do if data is subpoenaed?

Answer:

• WalkMe will redirect the requesting agency back to UC San Diego.

Use

Question: Can I use WalkMe for an application that we’re launching to our customers?

Answer: 

• WalkMe will be available for campus department use with a prioritized waitlist started in early 2020. At this time, please send your request to be added to the waitlist to walkme@ucsd.edu.