Customer Story

Wichita FCU Gamifies ScreenSteps for Immediate Teller Impact

Wichita Federal Credit Union empowered tellers with ScreenSteps, turning adoption into a game with badges, teams, and prizes. What started as a contest quickly built lasting habits, and tellers began using guides in real-time with members, delivering more consistent service.

TL;DR

The short version (TL;DR)

Company: Wichita Federal Credit Union

Goal: Deliver consistent member experiences across branches by giving tellers trusted answers at their fingertips.

Solution: Turned the ScreenSteps rollout into a game, creating badges, team competitions, and leaderboard updates to make adoption fun and impactful.

Results: Tellers quickly started using ScreenSteps in real-time with members, reducing escalations and delivering more consistent service across branches.

The short version (TL;DR)

The Company

Wichita Federal Credit Union

The Challenge

Deliver consistent member experiences across branches by giving tellers trusted answers at their fingertips.

The Solution

Turned the ScreenSteps rollout into a game, creating badges, team competitions, and leaderboard updates to make adoption fun and impactful.

The Results

Tellers quickly started using ScreenSteps in real-time with members, reducing escalations and delivering more consistent service across branches.

“Honestly, a lot of the reason I took the training role was because of ScreenSteps. This is my jam. I see ScreenSteps as a top-of-the-line tool that everybody should be using!”

Christi McGrath
Training Specialist, Wichita Federal Credit Union

The Goal

Building the Habit of Trusting Guided Knowledge

Christi McGrath was tasked with leading the rollout of ScreenSteps at Wichita Federal Credit Union. Her mission was clear: improve consistency and confidence across teller and new account operations.

Before ScreenSteps, tellers often escalated questions, creating a delay in the service that members have come to expect from WFCU.

For Christi, the challenge boiled down to a single moment: when a teller was faced with a member request and didn’t know what to do. That moment created delays and inconsistent service.

“It’s that moment when there’s somebody standing in front of you and you don’t know what to do. The fear sets in. You’re uncertain about what to do, and the member is just standing there waiting.”

ScreenSteps was brought in to change that by giving employees trusted answers at their fingertips that they could find and follow right when they needed them.

Christi McGrath
Training Specialist, Wichita Federal Credit Union

The Solution

ScreenSteps Adoption Contest

Christi knew that simply announcing ScreenSteps wouldn’t be enough. To make the rollout successful, she turned adoption into a game.

She designed a badge system where tellers and new accounts staff earned digital rewards for specific actions, such as:

Quick Thinker – using ScreenSteps in real time to help a member
Grammar Gladiator – spotting typos or formatting issues
Supreme Suggester – recommending helpful new articles
Comment Champ – leaving insightful comments on guides
Early Birdy – being the first to view an article each day
Badge Beast – awarded after collecting 10 other badges

Employees were divided into teams and challenged to earn as many badges as possible. Progress was tracked in a spreadsheet, badge walls were created in Canva, and Christi kept the energy up with regular leaderboard updates and email shout-outs. The winning team would earn breakfast on the credit union.

What started as a fun contest became the foundation for building consistent habits. Christi’s approach made ScreenSteps part of the daily rhythm.

“ScreenSteps is the foundation for teller success. It empowers them to troubleshoot on their own.”

Christi McGrath
Training Specialist, Wichita Federal Credit Union

The Results

Immediate Adoption, Fewer Escalations

The energy around the ScreenSteps launch was immediate. Employees dove in headfirst, eager to earn badges and compete with their teammates. Tellers were using ScreenSteps in real time, with a member standing in front of them.

Christi began receiving emails from tellers sharing how they were using the guides with members:

“Today I used the article How to remove a joint owner from an existing account while helping a member. It made the process a lot easier knowing I had the article for reassurance.”

“I used ScreenSteps today with a member to tell her what documents she needed to change her name. I also used it to tell another member what documents she needed for her insurance on her Auto Loan. I am loving it so much!”

“I just had a member request to wire money. I used the article What is required to complete a wire transfer. I really liked how it walked me through the questions, especially with having the member in front of me!”

“Today I used the article covering the qualification requirements for mobile deposits. I was able to tell the member when they will qualify according to their account type.”

These weren’t just one-off success stories. They reflected a growing shift. Tellers who once relied on tribal knowledge were learning to rely on ScreenSteps. They were solving problems on their own with confidence and consistency.

Branches are engaging with the guides regularly. Even managers who had been answering questions directly were redirecting employees to the resource.

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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