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Inspiring Leader - DAP Professional of the Year Finalists 2024

Shivam Prakash Chaurasia

Digital Adoption Specialist
Chegg India

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What business problems did your organization / project face, and why did you choose a digital adoption strategy to help you solve it?

We took a massive goal of transitioning our Subject Matter Experts from traditional authoring tools to our new proprietary authoring tool – which allowed them specific capabilities for creating structured, high-quality answers. The new tool, however, was complex to use leading to increased solution completion times and higher support ticket volumes.

To address these advancements, we explored the digital adoption strategy by integrating WalkMe. After evaluating several options, WalkMe’s comprehensive features, including invisible Launchers and its SaaS-based scalability, made it the ideal choice. This strategy directly aligned with our goal of enhancing digital agility and improving user experience across platforms.

The initial implementation saw immediate improvements in operational efficiency and user adoption, which encouraged us to expand WalkMe’s integration to additional platforms, bringing more users under its influence. WalkMe has become a cornerstone of our strategy to empower Subject Matter Experts with the tools they need to succeed in a digital-first environment.

How did you use WalkMe, in conjunction with other strategies and technologies, to address your challenges?

We set specific adoption targets for each feature of the Authoring tool and crafted tailored, data-driven user journeys. These journeys were supported by a blend of strategic elements, and interactive pop-up quizzes to ensure retention and engagement.

Our comprehensive approach also leveraged WalkMe’s analytics capabilities to monitor progress and adapt strategies dynamically, leading to a 50% increase in tool adoption within just three months. This integration not only facilitated quicker adoption of tools, but also significantly reduced support tickets and solution completion times, demonstrating the effectiveness of using WalkMe.

How does your digital adoption strategy, especially with regard to WalkMe, impact or benefit your end-users (customers and/or employees), your team, and leadership?

Integrating WalkMe into our digital adoption strategy has been crucial to enhancing efficiency and improving the quality of outputs of our Subject Matter Experts. A notable implementation involved creating a WalkMe solution that included dynamic triggers within WalkMe. These triggers worked on real-time metric changes, offering instant support and streamlined the learning process. This has led to significantly boosting our productivity and self-sufficiency.

WalkMe’s integration exemplifies our commitment to leveraging innovative tools to achieve operational excellence.

How has your digital adoption strategy, especially with regard to WalkMe, helped your organization better achieve its mission, goals, or values?

Integrating WalkMe into our digital adoption strategy has boosted our efficiency, and improved the quality of outputs of Subject Matter Experts significantly.

It has helped us reduce time-to-market for many features that we built for our Subject matter Experts, while also allowing us the flexibility to experiment.

What about your implementation or success makes you most proud? Why?

I am delighted to share that WalkMe enabled us to achieve results that previously would have required significantly more time, thereby reducing project delivery timelines.

This reduction in delivery time for critical projects has  also highlighted our team’s ability to innovate. This shift towards greater autonomy and quicker problem resolution has contributed to our product resilience and success.

Please share any additional information about your role in the project, your results, and/or your vision for the future that supports your submission.

As a Specialist – Digital Adoption, I was responsible for setting up the WalkMe ecosystem from conceptualization through execution. My role encompassed gathering requirements, coordinating with stakeholders, and leading the design and development phases. A key contribution was developing auto-step journeys that included critical validations for content creation, ensuring our academic content meets our stringent quality standards.

About your organization

Chegg is the leading learner-first connected learning platform, our mission is to help learners achieve their best, in school and beyond.