Coupang

As one of Asia’s fastest-growing commerce companies, our workforce scaled rapidly across countries and legal entities. We adopted Workday to enable self-service and reduce manual effort. However, a uniform system across diverse regions created friction: local policy nuances, compliance steps, and role-specific variations led to complex journeys, higher errors/send-backs, and more support tickets—distracting HR from strategic priorities central to our values of Hate Waste and Move with Urgency. Traditional training and static documentation couldn’t keep pace with ongoing changes or our diverse user base. We needed in-flow, context-aware guidance that improves accuracy and completion at the moment of work.

We chose a digital adoption strategy—specifically WalkMe—because it delivers real-time, role- and region-tailored guidance, enterprise-grade security and scalability for sensitive HR data, and targeted automation that stretches beyond Workday’s customization limits. The result: faster completion, fewer send-backs, and fewer tickets, enabling HR to refocus on higher-value work.

Over the past two years, we deployed 1,100+ WalkMe solutions across Workday modules, positioning WalkMe as the backbone of enablement—driving process efficiency, data quality, and scalable support.

• Automation: Employees had to manually enter their work hours every week or month—a repetitive task that led to low timesheet submission. We analyzed where users needed help and built a WalkMe automation using Smart Walk-Thru’s AutoStep. Before submitting time, a mini-menu lets employees choose whether they want WalkMe to auto-populate weekly or monthly hours. After entering hours for just one day, WalkMe fills the remaining days in the week or month. This removed ~50 clicks per employee per month and cut execution time by 85%.
• Quality Guardrails: Employees often entered incorrect bank account information during payroll setup, causing frequent send-backs and additional HR rework. To address this, we analyzed where users made mistakes and applied SmartTips Validation to check the account number and name on account, along with Blocker Launchers that stop submission until both fields meet required formats. After implementing these guardrails, account-related send-backs decreased by 15%, reducing payroll rework and improving first-time accuracy.
• Personalization at Scale: Segmentation delivers role-, region-, and company-specific guidance; multi-language supports our diverse workforce ensuring each employee sees only what’s relevant to them.

Employees engage heavily with WalkMe—512K interactions per month—and it saves time: solutions that were go-lived last year saved 2,465 hours. Also, during annual reviews, Workday-related inquiry tickets dropped by about 41% compared to before WalkMe was introduced. These efficiencies are reinforced by ongoing usage: WalkMe guides help 12K employees submit timesheets on time, 10K complete AR reviews with automated templates, and 900+ keep up with inbox tasks each month. Validations also help 360+ employees enter accurate bank details monthly, preventing errors before they happen. Together, these improvements translate to clearer steps, fewer mistakes, and more confidence for employees. For leadership, fewer issues mean lower support costs and better visibility into adoption trends.

WalkMe advances our mission to deliver a consistent, intuitive employee experience. We established design and solution standards—creating unified templates for Launchers, SmartTips, and Smart Walk-Thru steps tailored by role and use case, all designed to mirror Workday’s look and feel. For example, Launchers linking to external pages include an arrow icon for clarity, while Launchers guiding users within the same page follow a different design for simplicity. This approach ensures employees experience a familiar, seamless workflow, reducing confusion and building trust. For builders, this consistency reduces confusion and builds trust. The impact is clear: faster development cycles, stronger alignment, and streamline communication.

What we’re most proud of is how this work transformed our posture as builders. We shifted from simply executing requirements to proactively shaping ideas and influencing execution from the start. For example, during annual reviews, we recognized a recurring issue: around 70% of employees rushed to complete their evaluations right before the deadline. Instead of accepting the review screen as a static step, we proposed adding stickerstyle launchers to encourage earlier participation.
We also explored integrating AI Chat inside Workday via WalkMe. We designed a chatbot-style experience where employees could look up policies, benefits, or step-by-step instructions without leaving their task. These efforts went beyond producing solutions—they reshaped how we think and work. We became comfortable drafting first versions, testing small, and finding viable paths even when constraints existed. Alongside confidence and initiative, we strengthened our ability to analyze problems deeply and solve them creatively.

Our team designs, implements, and maintains WalkMe content to transform how employees interact with Workday. We strive to make every process intuitive and effortless, collaborating closely with stakeholders to deliver solutions that truly meet their needs. Data guides us: we analyze usage, uncover insights, and build dashboards that empower teams and leadership. We are more than implementers—we are consultants. We seek new opportunities and propose innovations before anyone asks. Our goal is a seamless experience so natural that employees wonder, “How did we live without WalkMe?”.