Overview

With the launch of R1RCM’s Phare OS, healthcare’s first Revenue Operating System, the Global Technical Learning team was tasked to implement a digital adoption strategy that included the use of WalkMe. WalkMe is a Digital Adoption Platform (DAP) used as an on-screen helper layer over software applications and websites to guide users, automate tasks, and track how well people use the software.

Objective

Create walkthroughs and layered guidance to help users navigate tools and features and complete processes in Phare Flow, one of the first applications of the Phare OS suite.

Process

1. Become proficient in WalkMe by completing certification courses.

2. Complete e-learning courses to solidify basic knowledge on the navigation and features available in Phare Flow.

3. Review Phare OS Quick Reference Guides (QRGs) and job aids with Subject Matter Experts SMEs to convert guidance into functional on-screen walkthroughs.

4. Develop walkthroughs to guide users step by step through various processes.

5. Facilitate User Acceptance Testing (UAT) with assigned SMEs to validate functionality across varying scenarios (i.e., custom views, responsive window sizing, client-specific processes, etc.).

6. Implement walkthroughs for users to access and play from an assistance menu.

7. Complete visibility testing with end users to validate they can search, find, play, and complete walkthroughs.

8. Conduct daily tests and regularly coordinate with R1 Phare OS product developers to ensure walkthrough information and functionality align with the live environment.

9. Review WalkMe analytics to learn how users interact with the guidance (i.e., play, close, skip, etc.) to ensure walkthroughs are clear, concise, and relevant to their needs.