Sharper boundaries around home loan consultations
New-build mortgage specialists · Columbia, South Carolina
How a new-build mortgage specialists in Columbia, South Carolina, with 4 staff, reworked its pages, content and mobile layout in 15 working days from content approval: the starting point, the build and what the team noticed afterwards.
15working days from content approval
- Client
- New-build mortgage specialists
- Region
- Columbia, South Carolina
- Team
- 4 staff; one locally managed operation
- Work
- Pages, content and mobile layout
Where it started
The starting point
The whole of home loan consultations was summed up in one vague paragraph. Visitors were left to assume what an inquiry would achieve.
The problem
With home loan consultations, the gap between the page's tone and the service's reality was discovered mid-conversation, every time, at the caller's expense.
What we built
Content is now organized into three plain categories: what is published, what can be requested and what requires confirmation. The page pairs loan officer credentials and the consultation process with a short account of a conversation with a licensed loan officer, and the business reviewed each stated limitation.
- Scope explanation
- Staff-reviewed limitations
- Request status wording
- Related reference links
Timeline
15 working days after content approval, including staff review and handover.
- Day 0
Content approved
The client signs off the wording and material. The working days start here.
- In between
Build and staff review
We build; the client's own staff review the pages and the inquiry path before anything goes live.
- Day 15
Handover
The work is live and handed over, within 15 working days of content approval.
What changed
When it comes to home loan consultations, expectations now match the process before the first conversation. Calls open on the customer's situation rather than on corrections.
In the client's words
“The wording around home loan consultations is more careful now. It explains what we can discuss without quietly making promises on our behalf.”
Questions about this project
How long did this project take?
15 working days after content approval, including staff review and handover. The working days are counted from the day the client approved the content, so the time the client spent gathering and signing off their material is not part of it. The launch window for a new site on each of our plans is set out on the pricing page.
What did we build for this new-build mortgage specialists?
Content is now organized into three plain categories: what is published, what can be requested and what requires confirmation. The page pairs loan officer credentials and the consultation process with a short account of a conversation with a licensed loan officer, and the business reviewed each stated limitation. The pieces that did the work: Scope explanation; Staff-reviewed limitations; Request status wording; Related reference links.
Why is the business not named?
On purpose. The client is described as a new-build mortgage specialists in Columbia, South Carolina with 4 staff, which is enough to judge whether the situation is close to yours. The quote is published with permission and attributed to Zaid Saleh, new inquiries coordinator, but we do not publish the business name, its logo or its web address.
Did this project involve rates, approvals or lending advice?
No. The work was about how the website handles inquiries and content. We are not a lender, mortgage broker, loan originator or financial adviser, and nothing on a site we build quotes a rate, states eligibility or implies an approval. The wording on every page, including the route to a conversation with a licensed loan officer, is reviewed and approved by the client.
Want the same fix on your own site?
A live walk-through of the site you would get, with the inquiry path and pages set up for your business. Plans from $137 a month, and the $797 build fee is invoiced only after launch.
Related case studies
- Answers about home loan consultations, written down onceFor home loan consultations, the FAQ now serves visitors and staff as the same reference.
- Turning the home loan consultations document into usable pagesWith home loan consultations, people can read the relevant section on screen, and staff can link straight to it.
- One source of truth for home loan consultationsDay to day with home loan consultations, updates happen once, at the source, with a checklist for everything connected.
Related services
- Best mortgage website designThe things separating the best mortgage website design from a merely pretty one: clarity, speed, honest estimators and pages kept current.
- Mortgage broker website designWebsite design for mortgage brokers: a page for every loan type you place, the broker case made plainly, inquiries tagged into your CRM.