Mott MacDonald turned to WalkMe to ease the transition and ensure critical workflows were completed quickly and accurately. “We chose WalkMe because we wanted to help our people get the most out of the system, while also providing the business the data we need,” Gomm said.
To start, the team deployed WalkMe for SuccessFactors to help users learn the new system effectively and efficiently, providing a guided structure for the more complex and less intuitive processes. Having digital adoption in place meant thousands of employees in different regions learned the same processes in the same way and could complete them accurately and quickly.
Once onboarding to SuccessFactors was completed, Mott MacDonald continued to discover new ways to use WalkMe. The focus shifted from basic tips to comprehensive, standardized guidance for critical workflows, such as performance, succession, recruiting, compensation, and benefits modules. With every additional application, WalkMe guidance delivers reliable, consistent guidance to the global employee base.
One of the most impactful changes WalkMe made possible was related to the annual review process: a critical task that touches nearly everyone at the organization. Mott MacDonald developed WalkMe WalkThrus and SmartTips to support employees in setting goals, recording achievements, and giving and receiving feedback.
Mott MacDonald also employs WalkMe to validate data, ensuring critical information adheres to defined formats. For example, to make sure the business has the correct data in the event of a security issue, one of the company’s tools requires a specific numerical format. To guarantee that employees enter the data correctly in SuccessFactors, where the information is pulled from, Mott MacDonald implemented WalkMe to validate the format of information entered. This proactive approach helped prevent data quality issues.
The company continues to find simple but elegant ways to drive desired actions, bringing in WalkMe’s automation capabilities to address common challenges. For example, Mott MacDonald found that adjusting dates for Talent Review reports wasn’t clear and often caused user frustration, so Gomm’s team built a DAP solution to automatically use the correct date range.
“Every single person who encountered that screen was coming to us and asking where their data had gone. Now, when somebody clicks into that page, WalkMe sets the dates and tells you that it’s created a wide date range that will capture the majority of talent reviews,” Gomm said. “With automation, we offset any need to contact support and enable team members to focus on what they were trying to accomplish.”
Beyond simplifying workflows and addressing common pain points, the company continues to use WalkMe as a change management solution. When a compensation and salary review module launched, Mott MacDonald developed various digital adoption solutions to guide users through the new system.
As implementation of WalkMe grew, Mott MacDonald’s builders, who were creating WalkMe guidance across workstreams and regions, needed a governance strategy to standardize processes and build a community of content creators. “We decided to develop an integrated, global process for using WalkMe,” Gomm said.
Led by Gomm, Mott MacDonald adopted a robust governance strategy. The company started using Insights, WalkMe’s analytics tool, to identify drop-off points in processes, which helps Gomm and his team strategically fine-tune their guidance to ensure it meets user needs and enables them to complete tasks accurately and quickly. “With Insights, we’re able to understand our people’s behaviors, so we can be more strategic with how we implement our digital adoption solutions and ultimately drive the desired actions, which benefits the employees and the business,” Gomm said.