Microcopy and more

Email templates

Updated a saved reply for customers who email the CEO directly to complain

Updated a saved reply for customers who are no longer continuing with their current property

Microcopy and error messages

Mortgage comparison table

Table designed to help mortgage experts handle cases for customers with four or more existing properties

Updated the general error message. Shows when an issue is encountered loading any page that's part of the brokerage dashboard

Support copy

It's best practice to add the lender's product fee to the mortgage. Where the customer is asked about this and chooses not to, the mortgage expert (ME) has to send them a chat message to confirm they are happy with their choice. This manual process takes time, holds up the application process and is an additional step the ME has to remember.

To help improve this process, I updated the copy that sits below this question, making the customer aware of both options, and letting them know which one Habito recommends and why. I also added a 'Recommended' tag to visually reinforce the point.

This reduced the number of customers clicking 'Pay the fee upfront' or 'I'm not sure, I need more information', saving time and additional steps for both the ME and the customer.

MEs were also having issues with the overpayments question. Not all customers would realise just how much money 10% of the total balance was, so would say yes without thinking. This would then limit the number of mortgages they were eligible for, as the ME would need to look for one without any early repayment charges. Again, MEs are required to send the customer a chat message to confirm their choice when they select 'Yes' or 'Maybe'.

To help solve this problem, I updated the copy underneath the question, and worked with developers and engineers to surface the customer's actual mortgage amount here. This let them see just how much 10% of that figure was, allowing them to make a much more accurate judgement call.

This reduced the number of customers selecting 'Yes, in the next...', as well as the likelihood that those who did select that answer hadn't really meant to, saving time for both the ME and the customer.

If the customer chooses a mortgage product with fees assisted legals, they won't need to appoint their own conveyancer. The downside of this is that the legal service provided is usually quite slow, and not always of the highest standard.

MEs were finding that not all customers knew who was responsible for this poor service. Once the mortgage has been applied for, offered and accepted, the work sits with the lender and the lender's solicitor of choice. However, many customers were coming back to Habito to complain about mistakes and delays on the legal side. As something outside of Habito's control, and therefore something we couldn't fix, this was giving some customers a bad impression of the brand and the service we provide.

To help the customer make the right decision when it came to mortgages with fees assisted legals, and to help make it clear that this side of things was outside of Habito's control, I added a message into the fact-find flow. This message makes it clear to the customer they are choosing to proceed with a mortgage that includes fees assisted legals, and gives them a heads up about the level of service. It comes before the customer's application is completed, giving them time to change their mind and get a new mortgage recommendation, or to let their ME know they would prefer to appoint their own conveyancer over the lender's one.