Overview

WalkMe was brought to campus as a temporary solution to support user adoption of new enterprise systems related to the Enterprise Systems Renewal program. Having served its purpose, and with limits to its application and use, WalkMe is no longer available, as of January 1, 2024.

We will continue to explore more effective solutions for general in-system guidance, but users of Oracle products will be learning more as the Oracle Guided Learning (OGL) product rolls out beginning January 2024. Find more information about OGL in the questions below.

Follow the instructions for removal of the WalkMe browser extension from your computer. Contact central and departmental IT service providers for assistance.  

FAQs

Contact your local IT support team if you have questions about the WalkMe browser extension.

WalkMe: About WalkMe

Question: What is WalkMe?

Answer:

• WalkMe was selected by the Enterprise Systems Renewal (ESR) program as UC San Diego’s Digital Adoption Platform (DAP) to help users of the new systems. Starting with the launch of Kuali Research and select ESR projects, WalkMe was 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, were made available, on-demand, as the customer learned the system.
• A lightweight web browser extension was installed on university owned machines to allow WalkMe use. The ESR program partnered with major IT departments to automate these installations, timed with specific system launches.  

WalkMe: Decommission

Question: Why is WalkMe being shut down and removed?

Answer:

WalkMe was originally brought to campus by the ESR program as a temporary solution to support user adoption of new systems. While it has played a pivotal role in our transition over the last few years, the need to install special software on user workstations and the constant maintenance requirements limited its application and use, and the license has not been renewed.

Question: Will there be a WalkMe replacement?

Answer:

• As new capabilities become available, we will continue to explore more effective solutions that are available to all users.
• For those who use Oracle Financial systems, Oracle Guided Learning (OGL) is being applied to all Oracle products.
  • Beginning January 2024, OGL will provide a similar experience to WalkMe, with the added benefit of being available to all OFC users upon login, eliminating the need for special software to be installed.
  • More information about the OGL rollout will be shared with the community throughout the rollout and beyond.

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

Answer:

• No. UC San Diego's WalkMe service was 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: Is administrator access to my computer required to uninstall the extension?

Answer:

• Each department across the university determines whether administrator access is needed to install browser extensions.
• We recommend you check to see if the browser is still installed  after February 2024, and contact your local IT or the ITS Service Desk to request an uninstall, if it is still there.

Data

Question: What data was captured by WalkMe?

Answer:

While a system that used WalkMe was active , WalkMe collected:

• IP addresses for debugging and security purposes
• Usage statistics of WalkMe functionality via tracked cookies
• Page contents were 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 were replaced with placeholder values (pseudonymized) before being transferred to WalkMe. Names and other direct personal information (except usernames) were not collected.

Question: What will happen to WalkMe data?

Answer:

WalkMe will retain stored content for 30 days after the January 1, 2024 shut down. Contact your IT support team to retrieve content from WalkMe as soon as possible.

Use

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

Answer: 

WalkMe is not longer available for campus use. The WalkMe service was shut down on January 1, 2024, and the WalkMe browser extension will be removed by your local IT support team beginning February 2024.