MidFirst Bank: Managing knowledge and scaling processes in the workflow
Fragmented knowledge: How Inefficient Tools Blocked L&D Growth
MidFirst Bank’s Learning & Development (L&D) department was facing a major scalability challenge. Since 2021, the team has grown rapidly, resulting in an increase in content, online training, and onboarding needs to support additional business units. Although the learning and performance teams expanded their capabilities, the tools in use could not keep pace.
The core challenge was that content was scattered across the company, inconsistent, and difficult for employees to access, creating a high risk of errors and compliance gaps. The existing performance-support solution (“How do I…?”) was technically complex, difficult to maintain, and impossible to scale. This created a severe bottleneck: only a few content creators could produce materials, and subject matter experts (SMEs) could contribute little to nothing. Performance support could no longer keep up with the speed of operational changes, and clear governance was barely established, putting the successful use of digital systems at risk.
MidFirst Bank supports a wide variety of tools and business processes throughout its organization. There is an especially high need for fast, reliable performance support in core platforms that impact daily execution and compliance. The strongest performance support coverage is built around the core banking platform FIS Digital One, the HR tool UKG, and the CRM system Salesforce—where employees need clear guidance in real time.
tts performance suite enables a shift to a performance-first approach
To overcome these complex challenges, MidFirst Bank introduced the Digital Adoption Platform tts performance suite as a central system for content creation, governance, and publishing. This strategic decision replaced a fragmented set of tools and established an integrated platform for performance support, e-learning, and comprehensive knowledge management.
Key benefit: Content production was radically simplified through browser-based authoring and AI-supported functions. Rather than relying on a few content creators, MidFirst Bank adopted a forward-looking model that emphasizes content curation over pure content creation. This model empowers business units and subject matter experts (SMEs) to independently create, maintain, and approve content—an essential step for scaling. The suite consistently supports a performance-first approach based on the 5 Moments of Need by providing relevant knowledge directly within the workflow. This approach was complemented by the development of a clear governance framework that ensures consistent, quality-assured content.
This approach scaled performance support across many systems, starting with critical ones like FIS Digital One, UKG, and Salesforce, without recreating the old bottleneck of the creator.
tts thinks along with us, brings in expertise, and consistently delivers results that move us forward. In addition, with the tts performance suite we can finally realize our performance-support vision.
From analysis to a clear target vision
The collaboration began with an in-depth joint analysis. MidFirst Bank and tts examined the existing content landscape, current workflows, and key pain points across the entire performance-support ecosystem. Based on this, the partners defined a clear target vision: the new strategy had to be performance-first, centralized, scalable, and oriented toward content curation.
Migration and governance structures
After defining the strategy, the focus became setting up tts performance suite. This included configuring QuickAccess, WebAccess, and the Curator, as well as defining roles and permissions and building taxonomies and governance structures. It was essential to migrate or realign existing "How Do I..." content into structured, modular formats. Early on, the teams created initial sets of best-practice content that served as references and guides for all new authors and subject matter experts (SMEs).
As part of the rollout, the initial focus was placed on high-impact enterprise applications. Performance-support content was prioritized for FIS Digital One, UKG, and Salesforce to ensure that scalable, governed guidance was available early in the program for the most business-critical and frequently used tools.
Reducing complexity and streamlining workflows
A major milestone was reducing complexity. The rigid processes of the previous solution, MadCap Flare, were significantly streamlined. In return, clear and efficient review and publication workflows were introduced, which accelerated content delivery significantly. This ensured not only faster time-to-value but also top quality and consistency.
Decentralized responsibility through enablement
Organizational change was central to the strategy's success. The strategy shifted the focus from pure content creation to content curation. To achieve this, the authoring community was trained, and subject matter experts (SMEs) were empowered to independently create and maintain content. Having a clear role model firmly anchored decentralized knowledge ownership.
Faster results through joint sprints
The teams collaborated on joint sprints to accelerate time-to-value. They focused specifically on quickly delivering performance support directly within end users’ workflow. Regular check-ins and KPI-based optimizations ensured the sustainable adoption of the new governance while maintaining a balance of speed and quality.
What MidFirst Bank achieved with tts performance suite
MidFirst Bank quickly achieved significant successes and removed key bottlenecks through the implementation and consistent use of tts performance suite:
- Substantial simplification of content production through browser-based authoring and easy creation of step lists. This eliminated the authorship bottleneck and massively increased content creation speed.
- Greater consistency and uniformity of content across teams and departments.
- Governance structures create transparency, clear responsibilities, and safeguard sustainable knowledge quality.
- Reduction of complex tool landscapes—replacing scattered silo solutions with a single integrated system.
- Faster delivery of performance support thanks to clear workflows and direct involvement of SMEs.
Scaling digital enablement
MidFirst Bank’s project continues to be a success. Following the great results of the initial rollout and first division, the organization is moving into the next phase of expansion. The Mortgage Division — Midland Mortgage — is piloting the tts performance suite, using the same performance-first and governance-led approach to embed reliable support directly into day-to-day work.
Over the coming months, the focus will be on further scaling and optimization. The plan is to integrate the technology more tightly into end-user workflows to seamlessly embed performance support in the flow of work. This includes expanding the modular learning architecture by chunking e-learning to enable just-in-time support. MidFirst Bank plans to establish an active SME community and continuously professionalize the entire authoring network. Further AI-driven automation will increase speed and quality, for example, with localization or structuring assistants. Finally, the solution will be expanded to include additional teams, regions, and systems.
About MidFirst Bank
MidFirst Bank occupies a unique position in the U.S. banking industry. With total assets of $41.2 billion, it is the nation’s largest privately owned bank. This combination of size and private ownership enables MidFirst Bank to effectively compete with larger rivals in terms of products and services while retaining the flexibility of a community bank. MidFirst Bank serves more than one million accounts nationwide. The bank offers a broad range of financial products, including personal, commercial, private, and mortgage banking. The bank has a national presence spanning several key markets in the United States.
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