Voted Best of Show by bank and credit union leaders at FinovateFall 2026.
Every financial institution we talk to has the same three struggles:
That makes it hard to train new employees, and even harder to adapt.
It doesn't have to be that way.
HFS Federal Credit Union cut teller training from up to 12 months to two to three days. At Desert Rivers Credit Union, new loan officers originate loans on their own after one week. Across our customers, escalations to experts have dropped by as much as 80%.
Those numbers aren't really about training. They describe an institution with more capacity. One that can absorb turnover, change quickly, and give its experts their time back.
We shared this story at FinovateFall 2026, where 70+ fintechs gave a 7-minute live demo to 1,000 attendees. The bank and credit union leaders in the room voted ScreenSteps one of eight Best of Show winners. We're grateful. More than the award itself, it told us that this message resonates with the people who live these challenges every day. You can watch the demo below.
Content teams need to get procedures right. Employees need to do them right. The organization needs to keep them right. But what does "right" actually mean?
We believe the standard is simple:
An employee should be able to bring up any procedure while they're with a member and follow it successfully, however complex, without turning to a supervisor and without making that member wait.
Most institutions can't meet that standard today, but not for lack of effort. They've done the best they could with the tools available: SharePoint, shared drives, an LMS, a generic knowledge base, screen capture tools. None of those were built for procedures that branch, change, and have to be followed in real time.
Many have now layered general-purpose AI chatbots on top. That produces more of the same: long AI training projects, confident answers that turn out to be wrong, and still more escalations. In a regulated business, a made-up step is a compliance risk.
ScreenSteps is an AI-powered procedure platform for credit unions and banks, used by more than 80 financial institutions today. It replaces memorization, tribal knowledge and static documents with dynamic guides from a single source of validated truth.
The AI is purpose-built for financial institutions. It answers only from validated, approved guides. If an answer doesn't exist, ScreenSteps doesn't invent one. It says so and recommends requesting an article, so the gap gets filled instead of guessed at. And AI isn't bolted on top: it's built into every stage, from creating content to delivering guides to keeping them accurate.
Those stages map to the three struggles, and to the people in your institution who feel them:
Together, these create the Procedure Lifecycle Flywheel.
The cycle starts with content, but the payoff shows up on the front line, so let's start there.
Let's use a situation every branch knows. A member walks in because a family member has passed away, and the funds need to be disbursed.
It's a complex procedure. The employee may have been trained on it, but probably hasn't done one recently. They have two jobs: find the procedure, then follow it.
They may not remember what the procedure is called, so they type "member passed away, what do I do?" ScreenSteps uses intent-based search. Instead of 5,000 keyword matches, it works out what they're trying to do and brings up the right procedure.
What comes up isn't a giant PDF, a Word file, or a chatbot spewing paragraphs of instructions. It's a guide built to use while the member is sitting there, more like a GPS than a manual:
Guides don't have to live in a separate portal. With the ScreenSteps Sidekick browser extension, procedures are delivered inside the tools your staff use every day (the core, the LOS, the CRM or whatever system the employee is using). Open Sidekick inside Salesforce, for example, and the guides sit right next to the work. It can even suggest guides as the employee moves around the application. Institutions have used this to roll out new core and LOS systems very quickly.
This is what expecting more from employees looks like. Not more memorization or more hours of training, but the confidence to handle any procedure on their own. It's why new loan officers at Desert Rivers are originating loans after one week.
That's what doing it right looks like on the front line. But how do the procedures get there in the first place? Content and training teams are usually the bottleneck, not because they aren't good, but because the work is slow and never finished.
Institutions bring thousands of procedures into ScreenSteps from SharePoint, shared drives, Word, PDFs, and legacy knowledge bases. Everything lands in one place where you can see who owns each procedure, whether it's certified, and what status it's in.
Most imported procedures were written as reference documents, not as something to follow mid-conversation. With one click, Clarify AI can make any procedure actionable or foundational, both built on ScreenSteps best practices. It doesn't create new content. It finds the critical path in what you already have and makes it easier for employees to follow in the middle of a member interaction.
Every migration exposes gaps: knowledge that was never written down. Teams can spend months or years chasing it. With Clarify AI Create, an expert simply talks through the procedure or records their screen, and ScreenSteps turns it into a guide in minutes.
Say it's placing a stop payment. The expert hits record and walks through it out loud: open the member's account in the core, confirm the check number, amount and payee, make sure no stop is already on file, place the stop, collect the fee, have the member sign the stop payment order.
The recording can be full of ums, pauses and corrections. ScreenSteps doesn't just transcribe it. It finds the critical path and applies best practices built from 20 years of doing this, producing a guide someone can follow on the first try. It can even capture the screenshots for you.
This is what expecting more from your content and training teams looks like: less time chasing experts and formatting documents, more time improving how the institution works.
The last struggle is the one that can undoes the first two. Procedures evolve. Policies, rates and systems change, and documents fall out of sync.
Most financial institutions have no insight into how employees use their procedures. ScreenSteps reports on what people search for and what they open. Employees can comment on a guide right away, and subject matter experts respond in the same place. When an answer doesn't exist yet, the employee's article request tells your content team exactly what to write next.
When one procedure changes, others often end up contradicting it. Clarify Check searches your knowledge base for conflicts. Run it on a credit card application FAQ, for example, and it might find one article listing a minimum credit score of 650 while another says 640. That gets fixed before it ever reaches a member conversation.
Certifications, owners and content health reporting show which procedures are due for review and who is responsible. When an examiner or auditor asks, you know what's current.
This is what expecting more from your knowledge base looks like: one source of truth that stays true.
Put the three together and the payoff isn't just faster training. It's capacity: the ability to adapt your procedures and your people at the pace the business is changing.
HFS Federal Credit Union is a $1B+ institution with six branches on Hawaii's Big Island. New tellers used to need up to 12 months before they felt fully confident. With ScreenSteps, they were working independently on the teller line within two to three days.
"By the second or third day on the teller line, they were totally independent and didn't need us stepping in as much."
Kianna-Marie Helm, Professional Development Coordinator
Read the HFS FCU case study
Desert Rivers Credit Union in Moab, Utah built guided workflows for loan execution. New loan officers now originate loans on their own after one week.
"These guides are a game-changer for branch managers, allowing their teams to work independently and reducing pressure on leadership."
Jill Jones, Director of Branch Operations
Read the Desert Rivers case study
Leadership can make changes (a new core, a new product, a new policy) without months of retraining and risk.
Experts and managers spend less time answering the same questions, with escalations down by as much as 80%.
Frontline staff handle change with confidence instead of waiting on a supervisor.
Customer/members get faster, more consistent service.
Existing investments in your core, LOS, CRM and people deliver more, because ScreenSteps works inside them.
You can expect more from your procedures. You can expect more from your employees, and from your content and training teams. But only if you give them the tools to get it right, do it right, and keep it right.
So let's come back to the standard:
Can your employees bring up your most complex procedure, follow it while they're with a member, and finish without turning to a supervisor or making that member wait?
If not, let's talk.