Customer Story

How Great Plains FCU Drove ScreenSteps Adoption with a March Madness Launch

How Great Plains Federal Credit Union used daily challenges and competition to turn their ScreenSteps launch into lasting adoption.

TL;DR

The short version (TL;DR)

Company: Great Plains Federal Credit Union

Goal: Launch ScreenSteps with high engagement and adoption across the credit union.

Solution: Designed a two-week March Madness–themed campaign with daily challenges that required employees to actively use ScreenSteps.

Results: High engagement from day one, strong adoption across the team, and continued usage that supported future technology rollouts.

The short version (TL;DR)

The Company

Great Plains Federal Credit Union

The Goal

Launch ScreenSteps with high engagement and adoption across the credit union.

The Solution

Designed a two-week March Madness–themed campaign with daily challenges that required employees to actively use ScreenSteps.

The Results

High engagement from day one, strong adoption across the team, and continued usage that supported future technology rollouts.

The Goal

Launch ScreenSteps to Staff With Lasting Adoption

Kelsey and the Great Plains FCU team had put significant effort into building out ScreenSteps, creating digital guides to support consistent operations across branches.

When it came time to launch, the goal wasn’t just to make ScreenSteps available. It was to make sure employees actually used it.

Kelsey knew her team well. A typical rollout wouldn’t be enough. Sending an email, sharing a link, or mentioning it in a meeting wouldn’t result in meaningful engagement. Employees already had full workloads, and a new system could easily be ignored or deprioritized.

She also knew her team’s personalities. The culture at Great Plains FCU was competitive, and people responded well to challenges.

Instead of hoping adoption would happen, she designed for it.

“You can’t just launch something and say, here’s the link… you have to get people to actually interact with it.”

Kelsey Helton
VP of Human Resources, Great Plains Federal Credit Union

The Solution

Turn the Launch Into a March Madness Competition

Because the launch happened in March, Kelsey leaned into a March Madness theme to create energy and engagement.

Over two weeks, employees participated in a series of daily challenges designed to get them into ScreenSteps and using it in ways that mirrored real work.

Each day, Kelsey emailed her staff to introduce a new challenge. Employees earned points by completing tasks and performing actions in ScreenSteps, and emailing her proof.

At the end of the two weeks, the employees with the highest scores were recognized as the "Elite 8" and won prizes.

Early challenges focused on finding answers quickly.

For example, one challenge asked employees to locate a specific article and send in key details from the content, rewarding the first 10 responses. This helped employees learn how to find and follow information efficiently.

As the campaign progressed, challenges shifted toward contributing and improving content.

Employees were asked to submit ideas for new articles, identify missing content, and flag unclear or outdated processes. One challenge even asked employees to search for something they expected to find but couldn’t, helping the team identify high-priority gaps.

Later challenges reinforced real-world use and habit-building.

Employees were encouraged to use ScreenSteps throughout their workday, with points awarded based on actual search activity. Other challenges asked them to identify the most helpful articles or predict which content would be used most by the team.

By the end of the two weeks, employees had practiced every key behavior:

Searching for answers
Navigating content
Identifying gaps
Contributing improvements

They weren’t just introduced to ScreenSteps. They were trained on how to use it in their daily work.

Pro Tip: Kelsey kept all of the winners and scores private throughout the challenge. This ensured every employee stayed engaged and active in the content, even if they were low on the rankings.

Full list of March Madness challenges:

🔐 Easy Access

ScreenSteps uses single sign-on with Microsoft, so you do not need to create a new username or password. Just click the link and sign in like you normally do.

👑 Keyword King/Queen

Search for an article using a keyword you commonly use. The first 10 people to send Kelsey a screenshot of their results = 5 points.

🏀 Buzzer Beater

Submit a suggestion for a new article using the “I Need an Article” button. First 10 people to submit a new article idea = 5 points.

🏃 Fast Break

Locate the article titled What information is required for the CTR?. First 10 people to email the items listed under Transaction Information = 3 points.

🥇 MVP Pick

Email Kelsey the most helpful ScreenSteps article you’ve found so far. The first 5 people to email Kelsey = 5 points.

❌ Blocked Shot

Search for an article that you expected to find, but got no results. First 10 people to email a screenshot of “no results” = 5 points.

💬 Comment Closeout

Submit a comment on any article using the comment submission option in ScreenSteps. Everyone who submits a comment = 3 points.

👀 Search Slam Dunk

Use ScreenSteps whenever you need help. Search for tasks, processes, or answers. The 5 people with the most searches = 5 points.

🦸 Team Name

Help us come up with a fun, memorable name for ScreenSteps! The first 5 people to email Kelsey their name idea(s) = 5 points.

🚨 OVERTIME: Create a New Play

Submit a request using the “I Need an Article” button. Valid submission = 5 points.

🚨 OVERTIME: Clean Up the Court

Identify an article that is unclear, outdated, or missing information. Comment on that article = 5 points.

🚨 OVERTIME: Highlight Reel

Email Kelsey the most helpful ScreenSteps article you’ve found so far. Submission = 5 points.

Bonus Value

The Launch Improved the System in Real Time

The contest didn’t just drive adoption. It made their ScreenSteps knowledge base better.

As employees completed challenges, the admin team was receiving direct feedback from users:

Suggestions for new articles
Unclear or inaccurate procedures
Article usability

This gave the team immediate insight into what needed to be built or improved, without having to guess.

Instead of waiting for feedback later, the team improved the system during the launch.

“As soon as the email went out, my inbox would get blown up. People were immediately going into ScreenSteps and trying to complete the challenge.”

Kelsey Helton
VP of Human Resources, Great Plains Federal Credit Union

The Results

ScreenSteps Habits That Lasted

The impact of the launch was immediate. Employees didn’t just log in once. They came back day after day, interacting with ScreenSteps in ways that mirrored real work. Because of that repetition, ScreenSteps quickly became a natural place to go for answers.

As a result, operations are becoming more consistent, the credit union is finding better ways to work, and change management has become easier to support.

Adoption Proof

ScreenSteps Habits Carried Into Future Changes

Shortly after the launch, Great Plains FCU introduced a new internal tool, a password management system.

Instead of generating a wave of questions or support requests, employees used ScreenSteps to guide themselves through the setup process.

Kelsey and her team didn’t have to field the same questions repeatedly or step in to support every employee. The habit had already been built.

“We still have all of our people in there… they’re still using it. It’s just become part of how people find what they need.”

Kelsey Helton
VP of Human Resources, Great Plains Federal Credit Union

Empower consistent employees with knowledge they can trust

Get a Demo

Watch Platform Overview

Discover the Knowledge Ops Platform in an overview video by Head of Implementation Jonathan DeVore.

Watch Now

Explore Learning Center

Get tips, insights, and best practices for better employee training and performance support.

Explore