Problem: An e-commerce client realized many customers struggled to navigate their website which resulted in a large number of customer support inquiries. 

Solution: Using WalkMe, I created digital step-by-step walkthroughs and tooltips so that customers could easily find what they needed and complete their purchases. After implementation, customer support inquiries related to navigation issues decreased by 40%.

My Role: As the instructional designer and WalkMe certified builder, I conducted a thorough needs analysis to identify customer pain points and then developed engaging WalkMe-powered solutions to guide customers through the shopping process. 

Tools Used: WalkMe and Google Suite.