Walkthrough software

Why is walkthrough software important?

Walkthrough software is important because it helps users learn how to use a product or service through step-by-step, interactive guidance. This makes it easier for users to get comfortable and complete tasks without feeling frustrated. 

For businesses, it can reduce the need for training, support, and manual documentation, saving time and resources. This is particularly valuable for employee training with DAP, where interactive guidance can significantly improve learning outcomes.

Additionally, walkthrough software provides valuable data on how users interact with an app. Such information can be used to understand the app’s purpose and how users adapt it to their needs. It also helps businesses identify areas where users may struggle or resist the intended use, offering insights for improvement.

In sales, walkthroughs give buyers a hands-on experience with a product, allowing them to explore its features directly. This personalized interaction boosts engagement and increases the likelihood of a purchase, ultimately driving revenue and enhancing the buying process.

What are the goals of walkthrough software?

Walkthrough software plays an essential role in improving user experiences and streamlining processes. It provides real-time guidance that helps users navigate products or systems, reducing frustration and increasing efficiency. For businesses, walkthrough software drives better engagement, customer satisfaction, and actionable insights.

Let’s explore the key goals of walkthrough software:

Simplify user onboarding

• Offers step-by-step tutorials to guide users through features in real-time, making user onboarding easier.
• Breaks down complex tools into simple steps to help users learn quickly and feel comfortable.
• Gives users hands-on practice so they can build confidence while using the product.

Improve user retention and satisfaction

• Highlights key features so users can see the full value of the product early on.
• Reduces the need for customer support by helping users solve problems on their own.
• Identifies common challenges and provides guidance to help users avoid frustration.

Enhance business decision-making

• Tracks how users interact with the software to find areas for improvement.
• Shows where users face difficulties so businesses can adjust features or processes.
• Provides data that helps companies improve the overall design and user experience.

Who is involved in walkthrough software?

Walkthrough software involves different groups who help create, manage, and benefit from it. 

These stakeholders can be divided into internal teams within the organization and external groups that use or interact with the software.

Let’s look in more depth at these stakeholders:

Internal stakeholders

• Product managers: Ensure the walkthrough software fits with the product’s goals and overall strategy.
• UX designers: Create easy-to-use walkthroughs that improve the user experience.
• Development teams: Build and maintain the technology needed for the walkthroughs to work.
• Customer support teams: Use the software to guide users and reduce support requests.
• Marketing teams: Highlight key features of the product during onboarding or promotions.

External stakeholders

• End users: Learn how to use the product more easily through the walkthroughs.
• Clients or customers: Benefit from faster onboarding and better support.
• Sales teams (external buyers): Use walkthroughs to demonstrate product features and value.
• Third-party vendors: Work with walkthroughs to create a smoother experience across platforms.

What is required for walkthrough software success?

Before implementing walkthrough software, organizations should consider conducting a thorough digital adoption platform comparison to ensure they select the right solution for their needs.

To get the most out of walkthrough software, focus on three key areas: encouraging user adoption, creating relevant content, and making continuous improvements.

Let’s explore these areas in more detail to ensure you can implement them yourself:

Drive user adoption

Make sure users feel confident using the software. Offer simple training, clear instructions, and helpful support from the beginning. Ask for feedback regularly to find and fix any issues that might slow users down.

Create relevant, easy-to-follow content

Design walkthroughs that fit into users’ workflows and answer their needs. Use analytics to understand what users need most and when they need it. Keep the content clear, simple, and focused on helping users achieve their goals.

Continuously improve the walkthroughs

Monitor user interaction to keep the software effective. Gather feedback and check performance data to see what’s working and what isn’t. Update walkthroughs whenever processes or tools change to ensure they stay helpful and up-to-date.

Why do walkthrough software projects fail?

Walkthrough software has a lot of potential, but many projects face challenges that lead to failure. 

By understanding these common issues, organizations can address them and create a more successful solution.

Let’s take a closer look:

Low user engagement

One common reason for failure is a lack of user engagement. If users don’t receive proper training or understand how the tool benefits them, they are less likely to use it. Walkthroughs that are too complex, confusing, or irrelevant to users’ needs can also lead to a loss of interest. When users don’t engage, the software becomes underutilized and less effective.

Poor planning and implementation

Many projects fail because they aren’t properly planned or implemented. Important steps like setting clear goals, involving key stakeholders, or ensuring the software fits smoothly into daily workflows are often skipped. This lack of preparation leads to confusion among teams and lowers adoption rates. Without careful planning, the time and money spent on the software may be wasted.

Failure to adapt to changing needs

Walkthrough software must evolve to stay useful as business processes, user needs, and technology change. If organizations don’t monitor how the software is performing or fail to gather feedback from users, the tool can quickly become outdated. Outdated software frustrates users and negatively impacts its value over time. Regular updates and improvements are necessary to keep the software helpful and relevant.

Walkthrough software use cases

Walkthrough software helps businesses guide users through complex tools or processes, making tasks easier and improving results. It can be used internally for employees or externally for customers, streamlining workflows and boosting productivity. 

Here are three examples of how it works in different industries.

Retail

Scenario: An e-commerce company launches a new analytics dashboard for sellers, but many struggle to use it and miss valuable insights.

Method: The company adds walkthrough software to the dashboard, offering step-by-step guidance for setting up reports, analyzing data, and optimizing product listings. Help pops up only when needed, keeping the tool simple to use.

Outcome: Sellers learn to use the dashboard quickly, leading to better performance and higher sales. The company sees increased seller satisfaction and improved revenue.

Healthcare

Scenario: A hospital introduces new scheduling software, but staff find it confusing, leading to mistakes and delays in patient care.

Method: Walkthrough software is added to guide staff through tasks like creating shifts, requesting time off, and checking schedules. It also gives reminders and tips to prevent common mistakes.

Outcome: Staff adopt the software quickly, reducing errors and improving shift management. Better scheduling leads to smoother operations and improved patient care.

SaaS

Scenario: A SaaS company launches a complex CRM platform but struggles to onboard new customers. Many users give up because the tool feels overwhelming.

Method: The company uses walkthrough software to create product walkthroughs and guided tours for new users, highlighting key features and showing how to customize the CRM. Interactive tools like checklists help users stay on track during onboarding.

Outcome: More customers adopt the CRM and feel confident in its use. The company reduces churn, improves customer satisfaction, and sees users achieve faster results.