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: Upon intake of a loan application loan officers will instruct their clients to complete this training. They have the option of taking the course with the loan officer present or from their own home. (This course can also be taken when the company holds educational events with realtors for potential buyers). Clients will be guided through 3 realistic scenarios that better equip them to avoid pitfalls during the loan process. Clients will be able to rewatch the training as often as they prefer and consult with their loan officer for any questions they may have. CW Capital Company can measure the effectiveness of the training by using data on the reduced number of days to close a loan.

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 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.