Audience: CW Capital Company’s first-time home buyer clients.

Problem: Buyers are confused about how mortgage lenders approve loans. Clarity on the process will help eliminate delays that have financial consequences. Success is achieved when loans close within 30 days, thereby reducing costs such as additional processing fees, opportunity costs, and changes in origination fees.

Solution: Loan officers will instruct clients to complete this training, either with the officer present or from home. It can also be offered during educational events with realtors. The course covers 3 realistic scenarios to help clients avoid pitfalls during the loan process, and they can rewatch it as needed. CW Capital can measure its effectiveness by tracking a reduction in loan closing times.

Process: After consulting with stakeholders, I chose to develop the course on the most common scenarios that contribute to delays. I created a design document and storyboard and worked closely with a senior loan officer to review prototypes. I added a downloadable job aid that clients can keep, and loan officers can use as a visual reference when communicating with clients. After the loan closes, I evaluated the results of the training using:

Kirkpatrick’s Model:

• Kirkpatrick’s Level 2 of evaluation: There are 2 knowledge checks and a final assessment of 5 questions with a required passing score of 80 percent.

• Kirkpatrick’s Level 3 of evaluation: Loan officers documented the number of days it took clients who took the course to close a loan. We compared these averages to prior data to determine the quantifiable measure of efficiency and financial savings. This number can be adjusted for outside variables.

Tools used: Articulate Storyline, Pixabay, Canva.

Deliverables: Design Document, Storyboard, Job Aid