Rolling out a core system like Fiserv DNA can feel like a tall order. Not only do you need to prepare your system for launch, but you also need to train employees to confidently use the new software without impacting the member experience, which can take months.
But, with the right strategy, your credit union can have the new system up and running in under 30 days.
In this blog post, I’ll share how credit unions can successfully plan, build, and run a Fiserv DNA rollout in 30 days using a proven, 4-phase knowledge transfer strategy — the Find & Follow Framework.
Why do you need a knowledge ops strategy for your Fiserv DNA rollout?
A Fiserv DNA rollout can be complex. When you use a knowledge ops strategy, it simplifies knowledge transfer, going beyond what knowledge management strategy accomplishes.
Knowledge management strategy
Traditional knowledge management strategies focus on capturing information. Knowledge management DOES NOT account for how that information will be used.
So, when you follow a traditional knowledge management plan to prepare documentation for a Fiserv DNA rollout, you are simply collecting and organizing that information.
The downfall? Your employees can't follow these guides as they learn to use Fiserv DNA.
That’s why you need a knowledge ops strategy.
Knowledge ops strategy
A knowledge ops strategy ensures that knowledge is actionable, accessible, and useful at the exact moment an employee needs it.
It accounts for all aspects of knowledge transfer — including training and employee support in your business operations — and the technology you use to accomplish your knowledge transfer strategy.
What does that mean when rolling out Fiserv DNA?
Instead of spending weeks or months in training trying to memorize every click in Fiserv DNA, you can develop a cohesive knowledge operations strategy using digital guides and training courses that complement each other to help employees adopt new technology faster.
The results? Employees can confidently work in Fiserv DNA from day one and continue to deliver an exceptional member experience.
4 phases to rolling out Fiserv DNA in 30 days
The Find & Follow Framework — a knowledge transfer strategy developed by ScreenSteps — enables you to empower employees to adopt software faster and feel confident as they independently handle transactions — no need to ask the supervisor for support.
This step-by-step overview is a general guide on how you can build a Find & Follow program to prepare training and operational resources for your Fiserv DNA core conversion.
Follow this 4-phase approach to adopt Fiserv DNA in 30 days.
Phase 1: Create your Fiserv DNA rollout roadmap
The first phase of Find & Follow helps you align your training and operations team. Together you can identify what knowledge you need to transfer to your employees and how you will transfer that knowledge. There are three parts to Phase 1.
A. Run a Find & Follow Workshop
During a Find & Follow Workshop, key team members from your training and operations teams meet together to determine what employees need to know and what they need to be able to do with Fiserv DNA.
The data collected in your Find & Follow Workshop becomes the roadmap for your knowledge ops platform and training program.
Ultimately, the workshop results in a Find & Follow Report that lists:
- Foundational courses you need to build
- Digital guides you need to create
- Practice activities you need to run during employee training
By starting with the employees’ perspective, you’ll create a knowledge resource library that’s intuitive and ready to support employees at every stage of the rollout.
Why you need a Find & Follow Workshop
Credit unions that forego a Find & Follow Workshop often find:
- Misaligned training and operations teams
- Knowledge gaps in their documented guides
- They use inefficient techniques to transfer knowledge (i.e. PowerPoint presentations when it should be a digital guide)
B. Separate foundational knowledge from actionable knowledge
Once you know what each role needs to accomplish, separate the foundational knowledge from the actionable knowledge. This distinction is key:
- Foundational Knowledge provides the “what” and “why” of Fiserv DNA. It helps employees understand the background information or context they’ll need for actionable knowledge. This knowledge is transferred via foundational courses.
- Actionable Knowledge is the “how-to” of daily tasks. It is the step-by-step instructions that empower employees to handle procedures in Fiserv DNA 100% on their own. This knowledge is transferred through digital guides.
Separating these two types of knowledge will help structure the training materials effectively, saving time and ensuring employees learn what matters most.
C. Make assignments for creating resources
Use your Find & Follow Report and make assignments for every question and task you listed. Decide which subject matter experts will document each procedure and build each course.
Phase 2: Create your Fiserv DNA implementation support resources
During the second phase, you’ll use the ScreenSteps Knowledge Ops Platform to create and organize content for a seamless rollout of Fiserv DNA.
A. Build your foundational courses for training
To transfer foundational knowledge about Fiserv DNA, you build self-paced training courses (aka foundational courses). In these courses, you’ll provide an overview of Fiserv DNA.
These are short videos or concise PowerPoints that introduce core concepts and provide employees with background information.
Some of the topics you would cover in a foundational course for Fiserv DNA include:
- What is Fiserv DNA?
- What are Fiserv DNA Workflows?
- What role does the Fiserv DNA Custom Reporting Module play in providing insights for decision-making?
B. Create findable, followable, and scannable digital guides
Capture findable, followable, and scannable digital guides for specific tasks. These might include checklists, decision trees, or standard operating procedures (SOPs) designed to help employees perform tasks without additional support.
The ScreenSteps rapid authoring tools make it fast and easy to capture complex procedures in minutes, including annotated screenshots and step-by-step guidance that make it difficult for employees to make mistakes.
Some examples of digital guides you would create include:
- How do you create a new customer profile in Fiserv DNA?
- What are the steps to process a loan application within the Fiserv DNA system?
- How do you generate and interpret a financial report using Fiserv DNA’s analytics tools?
Phase 3: Train your employees with courses & digital guides
Once you've prepped your resources, you can move into Phase 3.
A. Employees complete foundational courses on their own time
Before diving into digital guides, employees should complete the foundational courses on their own time. This step builds essential context, helping them understand:
- What the Fiserv DNA Is: Introduces employees to Fiserv DNA, including its overall purpose and key functions.
- Why We’re Rolling It Out: Explains why the new system is essential for the organization and how it improves operations.
- What It Will Be Used For: Provides an overview of the specific functions and tasks Fiserv DNA will support, giving employees a sense of how it fits into their workflows.
This background knowledge makes it easier for employees to engage with the guides and follow the steps with confidence.
B. Teach employees how to find and follow your digital guides
After foundational training, introduce employees to the ScreenSteps Knowledge Ops Platform.
First, teach them how to quickly access digital guides. With the ScreenSteps Knowledge Ops Platform, guides are structured and tagged to be easily searchable and findable.
Once they understand how to search and find digital guides, they are ready to move on to following the digital guides. Since you’ve used the Find & Follow best practices for creating digital guides, employees will learn how to follow and scan these digital guides while in their workflow. No need to stop for further questions.
C. Provide hands-on practice with Fiserv DNA
The next step involves hands-on practice using the digital guides. Employees work through scenarios with a trainer or in small groups, moving from simpler tasks to more complex workflows.
Practicing with guides in real-world situations builds confidence. When rollout day arrives, employees are ready to handle Fiserv DNA tasks on their own because they have already encountered these scenarios during training.
Phase 4: Optimize your resources and launch with confidence
The final phase for rolling out Fiserv DNA involves refining your resources for optimal knowledge operations.
A. Refine guides based on feedback
No rollout is complete without optimizations. Gather feedback on the guides as employees use them and make updates based on usability and clarity.
You may be tempted to skip this step — but don’t! Employees are more likely to use guides that feel intuitive and accessible. Incorporating their feedback ensures that they can trust your guides and help streamline their workflows in Fiserv DNA.
B. Launch with confidence
With the foundational knowledge, actionable knowledge, and user-friendly guides in place, your team will be ready to confidently launch Fiserv DNA.
C. Continuously improve with analytics
After rollout, use analytics from the ScreenSteps platform to track guide usage and spot areas for further improvement. Update guides regularly to keep up with Fiserv DNA updates and evolving organizational needs.
Why this works
The 30-day rollout is possible because of the ScreenSteps Knowledge Ops Platform and Find & Follow Framework. Together they provide a holistic knowledge ops strategy that leaves no policy or procedure unaccounted for.
Here’s why this approach is effective for a Fiserv DNA rollout:
- Intentional Knowledge Transfer: Employees only learn what they need when they need it, which cuts down training time.
- Practical Guides for Real Tasks: Employees have actionable guides to follow in real-time, which means fewer errors and faster onboarding. It also means fewer clicks to memorize during training.
- Continuous Improvement for Long-Term Success: ScreenSteps’ analytics allow for continuous guide optimization, helping the platform grow with your organization’s needs.
Get ready for a successful, 30-day Fiserv DNA rollout
Ready to make your Fiserv DNA rollout seamless, fast, and efficient?
ScreenSteps helps you account for all knowledge, allowing you to train employees to adopt new technology faster and handle any procedure — no matter how complex.
Schedule a demo with a ScreenSteps expert today and discover how our knowledge ops platform and Find & Follow Framework can empower your credit union to adopt Fiserv DNA faster while improving your member experience.
FAQs
Q: How quickly can we create digital guides in ScreenSteps?
A: The platform is designed for speed and efficiency. With tools for content organization, tagging, and easy editing, teams can create and roll out guides in minutes, streamlining the entire process.
Q: What support does ScreenSteps provide during the rollout?
A: ScreenSteps offers implementation support, including guidance with the Find & Follow Workshop, to help ensure your team has the right content ready for launch day.
Q: What if our system or needs change after the rollout?
A: Spoiler: They will! The ScreenSteps Knowledge Ops Platform is adaptable. You can easily update or add guides in minutes. The built-in analytics help you keep content relevant and respond to your team’s needs.