Increase employee confidence & improve member satisfaction

Design & refine knowledge resources to support employees

Once you have your roadmap, the second step is to create the knowledge resources. 

You need two types of knowledge resources:

1. Digital Guides to help employees solve problems and perform tasks (i.e. job aids)
   
   
2. Foundational Courses to learn the contextual information needed to train employees (i.e. self-paced videos that live in your knowledge base)

This is done by either designing resources from scratch or refining your credit union's existing documentation. 

Find the digital guide, follow the instructions

Here's where the Find & Follow Framework comes in. 

New hires take the foundational courses and then practice finding and following digital guides to perform tasks. 

Once on the job, they simply find the digital guide they need and follow the instructions. Employees do this every time they need to perform a task or solve a problem for a member.

This removes the need for memorization, shadowing, or ask-you-neighbor shoulder taps. 

Measure the impact, adapt as needed

As employees use digital guides to perform tasks and solve problems, managers will have access to real-time data to make operational improvements. 

And as systems or procedures inevitably change, adoption is simple. Just update or create digital guides to support employees. 

The results? Confident employees, consistent experiences, and easy change management.