Customer Story

How Jeanne D’Arc Credit Union Built a JDCU Search Engine for Trusted Answers

How Jeanne D'Arc Credit Union supports confident and consistent employees with trusted answers available right at their fingertips.

TL;DR

The short version (TL;DR)

Company: Jeanne D'Arc Credit Union

Challenge: Employees struggled to find and follow trusted information using intranet PDFs and Word docs.

Solution: Created the "JDCU Search Engine" using ScreenSteps.

Results: Employees work more confidently and independently, managers receive fewer escalations, and members experience more consistent, expert-level service.

The short version (TL;DR)

The Company

Jeanne D'Arc Credit Union

The Challenge

Employees struggled to find and follow trusted information using intranet PDFs and Word docs.

The Solution

Created the "JDCU Search Engine" using ScreenSteps.

The Results

Employees work more confidently and independently, managers receive fewer escalations, and members experience more consistent, expert-level service.

“We wanted to make sure that when someone needed an answer, it was right at their fingertips. And now with ScreenSteps, it is.”

Christine Alward
AVP Member Experience, Jeanne D'Arc Credit Union

The Company

Jeanne D'Arc Credit Union

Jeanne D’Arc Credit Union was established in 1912 and is a full-service, community-based financial cooperative. Locally owned by more than 100,000 members with $2.2 billion in assets. The credit union has 8 branches, 3 high school branches, a contact center, and over 200 employees.

The Challenge

Trusted Knowledge Fast

Within Jeanne D’Arc Credit Union, the branches, contact center, and IRA department play a central role in delivering member service. Prior to using ScreenSteps, employees across those departments lacked quick access to the knowledge they needed to perform confidently.

Documentation lived on a shared intranet, often buried inside PDFs stretching over 40 pages. Searching was slow and inconsistent. Rather than digging for answers, employees often turned to coworkers or escalated questions to a manager.

This reliance on “phone-a-friend” led to delays and uncertainty. Employees didn’t always feel confident when a member called in or walked into the branch.

Christine and her team knew they needed a better way to support confident staff.

“To our members, our branch and contact center staff are the Credit Union. That’s who the member knows. That’s who they see. So they need to be supported with the tools to put their best foot forward.”

Christine Alward
AVP Member Experience, Jeanne D'Arc Credit Union

The Solution

Building the JDCU Search Engine with ScreenSteps

Jeanne D’Arc Credit Union set out with a clear vision: to build an internal search engine that staff could use to find, follow, and trust the answers they needed.

They began by importing 300 existing procedures into ScreenSteps related to the Member Experience team. From there, they refined and optimized every guide to ensure clarity and usability.

Here's how they did it:

Decision Trees and Workflows

Decision trees and workflows help employees easily navigate complex processes. For example, a guide may begin by asking, “Are you in the branch or on the phone?” and only display the relevant steps for that situation.

Expandable Sections

Expandable sections allow tenured employees to quickly scan high-level steps, while newer employees can click in to see more detailed explanations.

Tags and Search Optimization

Tags and search optimization ensure that any keyword search returns useful, relevant results.

Internal Links

Internal links between related articles give users quick access to supporting procedures without backtracking or searching separately.

Christine’s team plays an active role in maintaining what they call the “JDCU Search Engine.” They monitor reports to see when employees search for something and come up empty. From there, they take quick action:

If the information already exists, they update the article with additional tags so it appears in future searches.
If the information doesn’t exist, they’ll either create the article themselves or tap the appropriate subject matter expert to build it (like reaching out to the credit card team for a new procedure).

“Whenever I get to create a new guide, I get excited,” Christine shared. “I love using it, and I love that I’m helping staff feel confident.”

“What I love is that ScreenSteps works right where our employees work. They’re able to use the guides while talking with a member, without disrupting the interaction. To the member, it just feels like they’re talking to an expert.”

Christine Alward
AVP Member Experience, Jeanne D'Arc Credit Union

The Results

Confident, Independent, and Consistent Employees

The result of Jeanne D’Arc Credit Union’s efforts was exactly what they set out to build: a trusted, internal search hub for employees across the branches, contact center, and IRA department.

Because ScreenSteps works where employees work, they can reference guides in the moment without disrupting the interaction. To members, it simply feels like they’re speaking with an expert.

With the JDCU Search Engine in place, employees now work more confidently, consistently, and independently. They no longer have to rely on a neighbor for answers or escalate every question to a manager.

Employees quickly find and follow trusted guides on their own, reducing shoulder taps and interruptions.

Managers are fielding fewer questions, freeing them up to focus on coaching and higher-priority work.

Members receive consistent, accurate service, regardless of which teller or agent they’re speaking with.

New hires get up to speed faster, using ScreenSteps as a safety net to guide their learning.

Answers are accessed in real time, so employees can stay focused on the member experience.

The credit union is prepared for any future changes; all they'll have to do is update their digital guides.

Today, over 150 employees across branches, the contact center, and the IRA department use ScreenSteps daily. And Christine’s team remains committed to making sure every employee has the trusted guidance they need to serve members with confidence.

“ScreenSteps acts as our JDCU Search Engine. You don’t have to dig through folders or know where to look. You type in your question, and the answer comes to you.”

Christine Alward
AVP Member Experience, Jeanne D'Arc Credit Union

Turn complex procedures into step-by-step guides that employees can find, follow, and trust

Create a remarkable member experience by delivering trusted guidance directly at employees' fingertips.

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