In the context of digitisation initiatives, new SW applications are often introduced – or existing ones modified. It is a big challenge for employees to keep up with the rapidly changing application landscapes. Frequently, new software applications are not used efficiently, avoided by workarounds – or lead to a high number of user questions in the helpdesk.

Many companies are trying to cope with this increased need for support by using classical qualification methods: Presence or web training, user manuals, explanatory videos, etc.

But all these methods quickly reach their limits:

• they are time-consuming to create and “age” very quickly
• they require the transfer of learning material to the live application
• they create “stock knowledge” that – when needed – is often no longer available
• Training leads to a time strain on employees, as they cannot continue their activities during the training

The AppNavi takes a completely different approach here: Help is always provided on demand: via an avatar, a user always receives help in the form of routes or news for the respective active person. Once a route has been clicked, it guides the user step-by-step through the task in the live system. At the end of the route, the task is completed – and knowledge is imparted.

Usually there are many different groups of employees of a company who are involved in the creation, preparation, transfer and use of knowledge. Different advantages result for each of these groups:

IT

• No time-consuming knowledge distribution required
• Simple creation of knowledge in the form of routes
• Provision of routes on demand and on schedule: from and up to a specific date
• Relief of knowledge activities by taking over these tasks from the specialist departments

Helpdesk

• Significantly reduced How-to questions
• Simple and fast answering of questions by reference to routes
• Support for ticket processing by external helpdesk, multilingual and 24×7.

Departments (e.g. HR)

• No more waiting for the availability of IT resources
• Independent creation of content such as routes or news
• Content development without IT Know How (intuitive)
• Usually no revision of the routes necessary, if (“smaller” changes in the application result).

User

• Assistance always at the moment when it is needed (no imparting of “stock knowledge”)
• Task completion and learning take place in parallel in the live system, i.e. no jumping between the learning material and the live application is required
• No loss of (work) time as with participation in training courses

CFO

• More efficient handling of SW applications by employees
• Attractive rental model for the AppNavi-Suite

The AppNavi does not separate between learning and application environment. Thus we do not force the user to remember what he has learned and to execute it in the application environment – we train directly in the software.

Today, AppNavi already runs successfully in many different SW applications: these are standard applications such as MS Office 365, MS SharePoint, ServiceNow, SAP SuccessFactors, etc. as well as in numerous customer-specific applications.

The product description gives a comprehensive overview of AppNavi’s features. If you are more interested in technical details, you can find them in the technical documentation.

With the help of AppNavis, we can guide users step-by-step through any browser-based application. This makes it possible for every user to operate a software safely and efficiently.

For employees:

In addition to support in a SW application, routes can also extend across different pages. An example of this is “employee onboarding”. In one or more routes, new employees can get an overview of the company portfolio, get to know teams or gain insight into the handling of administrative processes (e.g. preparation of a holiday application, etc.).

For prospects & customers:

In addition, AppNavi can also be used for customers. A prospective customer or customer of your website can be led specifically to offers. Or you can simply guide customers through processes such as return processing.

Many systems today are browser-based and strive to guide users as intuitively as possible. However, this is not always the case, especially if the systems are highly complex. In addition, users who rarely use an application usually have a much higher need for support in the SW applications.

Analyses of the respective applications as well as the analyses of the tickets in your helpdesk usually provide a good overview of the necessary assistance.

AppNavi can be used in all browser-based systems. This is independent of whether it is an internal application or a customer-focused website.

The AppNavi is largely immune to changes in applications. I.e. if positions of website elements, formatting, etc. are changed, the route is still fully functional. An exception is when e.g. labels (IDs) are changed on the website.

However, if a route is actually affected by a change, you can see this in your route statistics. Here you can see, for example, how often which step was passed in which route. So that you can see an indication of a dysfunctional route. We will gladly explain further possibilities for the identification of route aborts and their treatment to you in a joint appointment.

No, we currently limit ourselves to browser-based applications.

Yes, the AppNavi can currently be used in up to 9 languages (German, Italian, French, Spanish, Russian, Portuguese, English, Portuguese, Dutch). The translation of menus, routes, news, etc. is automated by the translation solution integrated into AppNavi. Of course, you also have the possibility to edit the suggested translations – the completely manual translation.

No. The AppNavi is centrally integrated by the IT department and is then available for the users. As soon as the user opens an application that contains AppNavi content, the avatar is automatically displayed and the game can begin …

The AppNavi is integrated into the software as a code snippet. This is done either by extending the browser or by integrating it into the source code (by far the most common variant). There is no further prerequisite for this.

The AppNavi is integrated into the software as a code snippet. This is done either by extending the browser or by integrating it into the source code (by far the most common variant). There is no further prerequisite for this.

The end user does not have to do anything to get the AppNavi deployed.

If the AppNavi is integrated via the source code, then this is done by the person responsible for the application. One line of code is integrated – a so-called script tag (<script …>).

Apart from the registration and contact data of a few key users (first name, last name, company address, telephone, email, password (encrypted)), no personal data is stored.

The actual contents, which are available as text, are stored in the backend of the AppNavis – all other media (videos, pictures, etc.) are merely referenced.

Data security and data protection are important to us. In order to guarantee this, AppNavi was audited according to OWASP “Top Ten”. The AppNavi was certified as having a “high level of protection”. This proves that the backend cannot be “hijacked” according to current security standards.

The AppNavi was subjected to a security audit “Web Application Security Assessment of the Web Application” according to “OWASP Top Ten” and achieved a so-called “high level of protection”.

Yes, the AppNavi is very easy to configure in terms of fonts and colors according to your corporate design. In addition, more in-depth customization is also possible.

An account includes both routes & news as well as so-called subscriptions (claims). If the AppNavi appears on a page, it is because it has been subscribed to in the AppNavi backend for that page. The routes can now be added to one or more subscriptions.

In addition to individual routes, we also provide standard routes for standard applications (such as MS Office 365). Standard routes are provided by us in the AppNavi backend – they can then be used by key users (administrators).

Routes for standard applications are updated by us if necessary. Since the routes are provided centrally, you always have access to the latest standard routes.

The routes and news of a subscription can be segmented according to target group. We would be happy to create logics for you (or your key users themselves) which assign the current user to one or more segments. The segmentation is therefore completely flexible and can access existing or newly created system-specific groups.

The implementation of the AppNavis takes place in a short time and in only a few steps.

Before we start a joint AppNavi project, we jointly carry out a proof of concept to test the functionality.

1. Define Routes
   As part of this step define the necessary routes, news and target groups.
2. Create routes
   In this step we create the routes, implement the AppNavi at your site and test the functionalities in detail.
3. Customize
   Depending on the user, the contents are adapted (e.g. language change, performance levels, time intervals).
4. Go live
   Your employees now do their work with the support of AppNavi – and are immediately trained while using the software.

The definition and creation of the routes depends on the number and complexity of the routes. The typical effort for route creation is between half an hour and 4 hours (for very complex routes). The integration into the target systems and the necessary tests can usually be done within one day.

You can use existing standard routes for standard applications (e.g. MS SharePoint, MS Office 365).

In addition, you can either create your own routes or have us create them for you. After a short briefing all employees of your company can create routes – even without deeper IT knowledge.

The route creation depends significantly on the complexity of the routes (number of steps, design of tool tips). As a rule, routes between 30 minutes and 4 hours can be created.

When creating routes using the route planner, you can also define branches. This is always important if different states can exist for a step (for example, another step must be taken if the user is already logged on to the system or not). The functionality for this is available in the route planner.

There are no “real” pitfalls in providing the AppNavi and the associated content. Some attention is paid to the selection of the correct (CSS) selectors when creating the routes. If you select a non-unique selector here, you may select the wrong place on the screen. However, this pitfall can be quickly recognized and cleared by the test run of the route.

The AppNavi is extremely self-explanatory. Nevertheless, we recommend appropriate communication (e-mail, intranet) in order to prepare the users for the AppNavi.

We are available with the Go-Live-Support during the introduction in order to be able to support quickly if necessary.

You can obtain the AppNavi quickly and easily via our cloud. If you wish, you can also operate the AppNavi in your own data center (OnPremise) or in your private cloud (in a cloud environment used by you).

If you experience an incident in your AppNavi, your users first contact your IT organization. The AppNavi administrator at your company will contact your AppNavi partner in the event of an incident. The incidentwill then be processed by your partner. In the event of a product incident, the AppNavi team takes over the processing of the incident.

The service times result from our terms and conditions. In addition, these can be agreed individually. They refer to the response time of our ServiceDesk. Resolution times are not agreed as SLAs.

For the solutions (routes), we only assume support responsibility if these have been created by us and you have not made any system/software changes. Should you have made any changes, we will be happy to support you in the sense of a project service.