📝 General notes

📝 Detail notes

From @Piotrek Rak (Unlicensed): Feels similar to what customers have in portal. Consistency is definitely a good thing within these related products.

What’s really important to Mark, is a communication path. Getting feedback, listening to what users say etc. 

In my opinion, what really stands out from these 2 interviews, is that users are not aware of many features. They’ve pointed they are missing some features that are already in the CRM. Need to find a solution to that problem. 

Also using some more “help texts” and tooltips would make it more legible for customers, it would improve usability and awareness of certain functions.

From @Matt Oxley:

Need to agree standing data set (templates) that come out of the box that follow this workflow:  

• Basic (or qualifying) info > Core info > Add product > Criteria > Sourcing 

• Mark stated that Sourcing is the very end part of the process. Being able to know if the FF meets the criteria requirements first is more important. 

• Can we integrate with Knowledge bank for criteria search? 

• Mark uses Brokersense (TBC) to do affordability checks – can we integrate affordability checks? 

• Products should be dynamically linked to FF questions (Does this exist already?) 

📝 General notes

📝 Detail notes

From @Piotrek Rak (Unlicensed): Seems that new layout and grouping is a massive improvement on Fact Find summary page. Very positive feedback on sections separations. 

In 95% of searching Cases, Mark uses search bar.

Fact Find is unique to property, not a customer - You can’t start fact find if you don’t have a product. 

The current process is: Asking general questions → Product → Fact Find → Amend Product if needed. The correct Fact find process is: BASIC INFO (tell me about you, tell me what u want to do…) CORE INFO → Then u add a product, and it adds a fact find related to the product 

Progress bar is great. But unfortunately, it turns out it’s impossible to answer “What’s the complete indicator”. eKeeper is a really complex system, and there are so many ways to use it. Every broker will say something else, what’s most important to them may depend on a method they use it. So we need to figure out, what data should it rely on, and come up with a solution that will make everyone happy. 

They’ve removed mandatory questions. The problem is that they were not able to finish fact find, because some hidden branched questions were marked as mandatory, and they couldn't accomplish the task 

From @Matt Oxley:

Raised a question about multiple document upload in customer portal – is there a requirement to upload documents in the broker Fact find? 

📝 General notes

📝 Detail notes

From @Piotrek Rak (Unlicensed): Left side nav seems to be more “modern”.

Mark definitely likes the visual direction. He likes the idea with multi applicant indicator.

Autosave - and explicit system feedback is something we need, especially when a user jumps to another section. Lack of autosave frustrates users. I think it’s crucial for us to make them feel safe, and that they won’t lose the time spent on answering questions.

Approach with right aligned labels is the right direction in terms of forms, it's definitely faster and easier to fill and visually connect active form field with a label.

From @Matt Oxley: Customer Vulnerability is a massive part of the industry now. Mark stated a 1/3^rd of the business is customer care. Custoemr duty will be a massive impact on their business. 

• Can we have an agreed set of criteria that should a customer meet that it autoflags in the system that they are vulnerable. 

• This criteria can be customised by firm 

• Flags could include visual indicators on customer profile. Warning pop banners when a user opens a case/factfind etc