Amber McQuinn

As our organization expanded its use of Workday across global HR processes—benefits, onboarding, compensation, learning, performance, and compliance—we faced a common challenge: employees were expected to complete increasingly complex tasks in systems they didn’t use every day.

Many workflows required navigating multiple screens, interpreting unfamiliar terminology, and following steps that weren’t always intuitive. For some employees, this meant delays, confusion, or missed deadlines. For our HR and IT teams, it meant a growing volume of support tickets, repeated manual outreach, and an increasing burden during already critical times of year.

We realized the issue wasn’t the system itself—it was the experience.

We needed a way to make digital processes feel simple, seamless, and human. That’s why we turned to WalkMe—not just as a support overlay, but as a proactive, embedded guidance layer that empowers users in the flow of work.

WalkMe allowed us to create clarity where there was confusion, and confidence where there was hesitation. With it, we could guide users step-by-step through complex tasks, reduce dependency on email communications and job aids, and scale our support to thousands of employees without increasing workload.

Over time, WalkMe has become a core part of our digital strategy—integrated into every major Workday rollout and trusted by teams across the organization to simplify, streamline, and support employees through change.

Three years ago, I led the launch of WalkMe in Workday for our organization. From the start, I knew this wasn’t just about implementing a new tool—it was about creating a sustainable foundation for employee empowerment and digital clarity.

I began by partnering with stakeholders and subject matter experts across HR, IT, and Communications to identify key friction points in Workday. Through discovery sessions and process mapping, we uncovered areas where employees were frequently getting stuck—especially during high-impact processes like onboarding, benefits enrollment, and compensation reviews.

Based on those findings, I built our very first batch of WalkMe solutions in preparation for Workday go-live: Smart Walkthroughs, Launchers, and SmartTips designed to support the most essential workflows from day one.

Since then, I’ve continued to scale and evolve our WalkMe ecosystem into a fully embedded layer of support. Today, that includes:

Key tactics:

• Built and managed 1,136 WalkMe items, including:
  • 385 ShoutOuts for proactive, targeted engagement
  • 246 Launchers for always-available in-flow access
  • 94 SmartTips to clarify complex form fields and reduce errors
• Delivered support for high-impact workflows: Year-End Actions, Open Enrollment, Learning, Compensation Reviews, Onboarding, and Compliance
• Strategically timed ShoutOuts and segmented messages by role, region, and language
• Used Launcher-to-ShoutOut flows with actionable buttons leading to Smart Walkthroughs (unlisted in the spreadsheet but built for performance, tax, and payroll flows)

Flagship project: Year-End Actions (2024)

• Automated 29 steps across 7 workflows
• Drove 2,000+ clicks and completions with embedded, validated walkthroughs
• Saved an estimated 1 hour per user—~19,000 hours org-wide

Q4 2024 WalkMe Impact (Org-wide):

• 112,972 total engagements
• 12,592 unique users reached
• 1,251 WalkMe menu searches completed
• Supported 14+ major Workday project rollouts

My approach is always user-first: WalkMe items are designed not only to deliver guidance but to anticipate user needs and remove barriers before they arise. I also work cross-functionally to align WalkMe launches with larger system rollouts and HR campaigns—ensuring digital adoption is never an afterthought, but a core part of our success strategy.

The result is a scalable, proactive framework that supports every major process in Workday, reduces dependency on support teams, and drives real business outcomes.

For end-users:
WalkMe has completely changed the Workday experience for our employees. What used to be confusing or intimidating—especially for those who only access the system a few times a year—is now clear, intuitive, and self-service. Whether it’s updating tax information, completing a review, or selecting benefits, users no longer feel lost. Embedded guidance gives them the autonomy to get things done confidently and quickly, even during peak periods like year-end. We’ve shifted the user experience from frustration to flow.

For HR and IT teams:
WalkMe has significantly reduced the volume of repeat questions and avoidable errors. During the Year-End Actions campaign alone, we estimate it saved HR and IT teams 60–80 hours of manual support through reduced tickets and fewer escalation loops. In other key workflows—such as performance and compensation reviews—WalkMe walkthroughs and SmartTips have led to a noticeable drop in support tickets, especially around deadlines. Team members no longer spend their time re-explaining processes; instead, they’re able to focus on more strategic support and optimization.

For leadership:
The numbers speak volumes. WalkMe has delivered measurable ROI across multiple initiatives:

• Approximately 19,000 hours reclaimed in employee time from the Year-End Actions campaign alone
• 22% year-over-year increase in Workday Learning completions where WalkMe was embedded
• Reduction in missed deadlines and compliance gaps due to proactive, in-system guidance
• Improved data accuracy through real-time validations and field-level tips
• Higher engagement across initiatives—without relying on email campaigns

Even more importantly, WalkMe has helped us align our technology strategy with our people-first values. It’s become a strategic pillar—transforming how we communicate change, roll out new features, and support our global workforce. What started as a digital guide is now a trusted enabler of clarity, efficiency, and user confidence across the enterprise.”

At our core, we believe that people thrive when they have the clarity, support, and tools to succeed. Our WalkMe strategy embodies this belief—empowering employees through guided, intuitive experiences that reduce friction and build confidence across every stage of their journey.

We’ve leveraged WalkMe for campaigns like global Open Enrollment, Code of Conduct acknowledgment, and Mental Health Month engagement. Each initiative combines proactive messaging, clear visuals, and embedded guidance—always with the end-user in mind.

Our broader WalkMe strategy includes:

• Proactive Campaigns for Key Moments
•  Segmentation for Personalization
• Embedded Guidance for Self-Service
• Visual Engagement via ShoutOuts
• Impact Measurement with ROI-driven metrics
• Scalability & Repeatability
• Strong HR–IT–Comms Collaboration
• Innovation in Message Design

WalkMe has shifted how we think about change management. What once required emails, job aids, or hands-on support is now delivered seamlessly, in the moment. It’s digital transformation—done with empathy.

And as we scale WalkMe into onboarding, learning, and career growth, we’re building a digital workplace where clarity is expected, support is embedded, and employee confidence grows with every click.

Q4 2024 Results Summary:

• 112,972 engagements
• 12,592 unique users
• 1,136 total builds
• 14+ global rollouts supported

When I first started at Robert Half, I had never used Workday before. Within just three months of being hired, I was leading the WalkMe in Workday launch project—collaborating with stakeholders, building walkthroughs, and helping guide the platform’s go-live strategy.

What I’m most proud of is the journey I’ve taken since then. I went from having no prior Workday experience to building digital solutions that are now deeply embedded in every major Workday project and end-user interaction. Today, WalkMe isn’t just something I build—it’s something I use every day as an employee. And every time it helps me navigate a task quickly and confidently, it reinforces why this work matters.

I’m proud that the experience we created actually made employees lives easier.
What used to be a confusing, time-consuming process—especially during year-end—has become streamlined, guided, and empowering. Employees no longer have to ask, Where do I go? What do I click? Am I doing this right? WalkMe answers those questions before they’re asked.

I’m also proud of the trust we’ve built. Departments now come to me early in planning to integrate WalkMe into their rollouts. It’s no longer just a helpful add-on—it’s a go-to strategy that teams depend on.

And one of the best parts? Hearing feedback from coworkers that I’ve made their lives easier. That never gets old. It’s a reminder that this work has real impact—and that great digital experiences start with empathy.

WalkMe has allowed me to grow from a new user to a strategic leader in digital adoption. And everything we build is scalable, reusable, and adaptable—so that success isn’t just one-time, it’s ongoing.

As the Digital Experience Implementation Specialist, I lead the design, build, testing, launch, and optimization of every major WalkMe initiative across our Workday platform. I own the entire user journey—from uncovering pain points and designing targeted segmentation strategies, to crafting in-the-flow experiences that support employees in real time, all the way through analytics, reporting, and iterative improvement.

My work spans both the technical and strategic. I collaborate closely with HR, IT, Legal, and Communications to ensure every WalkMe campaign is aligned to broader business goals, employee experience needs, and key moments in the Workday lifecycle.

Over the past year alone, I’ve delivered:

• 1,136 total WalkMe builds across the full suite of Workday tools
• 14+ major HRIS project rollouts, supporting everything from Learning to Advanced Compensation to Year-End Actions
• Localized support for employees in multiple countries, regions, languages, and roles—ensuring clarity at a global scale

Each initiative is custom-built, deeply intentional, and tied to real outcomes—whether it’s boosting completion rates, reducing ticket volume, or driving adoption of a new feature. WalkMe isn’t just a layer on top of Workday—it’s an integral part of how we deliver transformation.

But I’m not stopping here.

My vision is to expand WalkMe even further into:

• New hire onboarding workflows to reduce first-week friction and set employees up for success
• Manager tools for talent and succession planning, ensuring leaders are supported through complex decision-making
• Internal mobility and skills development, using WalkMe to help employees take ownership of their growth and navigate career pathways with confidence

I also see opportunities to integrate WalkMe more deeply with data—using campaign performance insights to inform how and when we communicate, guide, and evolve digital processes across the organization.

With every campaign, we move one step closer to a digital workplace where support is always within reach, guidance feels intuitive, and employees don’t just complete tasks—they own them with confidence.

WalkMe has become more than a tool. It’s how we build clarity into complexity—and my role is to keep expanding its reach, impact, and strategic value across everything we do.”

WalkMe has become a core part of how we support employees at every stage of their journey—not just during year-end, but across dozens of touchpoints throughout the year.

Some key examples include:

• Workday Learning

We use Smart Walkthroughs and SmartTips to guide employees, managers, and learning admins through the newly launched Learning module, reducing confusion around new course navigation and enrollment workflows.

• Performance and Compensation Reviews

I’ve built 40+ walkthroughs, validations, and embedded tips to support goal setting, reviews, and compensation planning. These tools have reduced confusion and significantly cut down support volume during high-pressure review cycles.

• Compliance Campaigns

For initiatives like Code of Conduct acknowledgment and policy attestations, WalkMe replaced traditional email reminders with targeted ShoutOuts and in-app action buttons. This boosted visibility and helped streamline compliance without relying on manual outreach.

• Onboarding and Personal Info Updates

We guide new hires through first-week tasks, including updating personal information, tax elections, and benefits enrollment. For many, these are their first interactions with Workday—and WalkMe makes the process feel intuitive and welcoming.

• Mental Health Month & Wellness Initiatives

For campaigns like our“Make Sleep Your Superpower webinar, we used ShoutOuts to promote events and drive action—achieving 350+ unique clicks annually with minimal email communication. These lighter-touch, awareness-building campaigns show the versatility of WalkMe beyond transactional workflows.

• Day-to-Day Processes

WalkMe supports routine tasks like time entry, expense reports, procurement, and pay-related actions. SmartTips and validations help prevent errors and provide clarity on frequently misunderstood fields—especially for infrequent Workday users.

Each use case reinforces WalkMe as more than just a support tool—its an embedded part of how we drive engagement, adoption, and clarity across our digital ecosystem. Whether it’s launching new functionality or simply making everyday tasks easier, WalkMe ensures our employees never feel like they’re navigating alone.

Founded in 1948, Robert Half is the world’s first and largest specialized talent solutions firm, connecting skilled professionals with companies worldwide. Our mission is to help people find fulfilling work and businesses find the talent they need to thrive, while delivering superior service and fostering innovation.