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5 most important insights / Interview questions
This workflow is for JLR to determine and lock the interview questions for the borrower interview scope. Once these questions are determined the interview process will go live. Keep in mind that 15 minutes is not a long time and only leaves time for 5 topics.
Step 1.
Determine the most important insights for us to gain from the interview process with borrowers.
Review each box below and give a thumbs up on your top 6 and thumbs down on the insights to be excluded from the interview. If there is an insight you feel is missing.
Step 2.
Open the boxes to review the interview questions for each insight and using the suggestion feature in Coda and comments or recommended new questions we want to ask borrowers to get the desired datapoints.
Step 3.
Ping Joe on slack when completed.
Let him know if a meeting to discuss is needed so he can set up a time on our calendars.
Persona Development Questions (exhaustive)
Why it’s important:
We need to get in the mind of borrowers so we can better understand their goals, motivations, and pains. We’ll hunt for patters within the answers to these questions to help identify user cohorts/personas.
Interview Questions:
3 
3
Factoring Questions (exhaustive)
Why it’s important:
We have hunch that there is a sleeping giant of a revenue stream waiting to be captured. We need to know if we should dev this or not.
Interview Questions:
4
4
How would inspections work if the borrower was in charge
Why it’s important: We want to understand, even if absurd, what process the borrower imagines would be best for them. Is that simply emailing on photos, a mobile app that can be used day or night, etc.
Interview Questions:
4
4
Primary Pain Points in the Draw Request Process
Why it’s important: Borrowers’ experiences with submitting draw requests and the associated communication process can reveal inefficiencies or opportunities for streamlining.
Interview Questions:
4
4
Is 24H meeting expectations set by lenders?
Why it’s important: Understanding how clearly lenders are communicating 24 Hour Inspections to borrowers —from scheduling to inspection preparation—can help us temper or meet expectations to improve the overall customer experience.
Interview Questions:
4
4
Are borrowers generally happy with 24H services?
Why it’s important: Satisfaction with the inspection process itself—how smoothly it went, how thorough it was—can directly impact overall borrower satisfaction and the likelihood of repeat business or referrals.
Interview Questions:
4
4
What is the Biggest Frustration or Issue with 24H?
Why it’s important: Understanding the single most significant frustration or issue that borrowers encounter can pinpoint critical areas that need urgent attention. Addressing this can lead to quick wins in improving customer satisfaction and retention.
Interview Questions:
4
4
How does 24H compare to other inspection services?
Why it’s important: The speed at which inspection reports are delivered to lenders and, by extension, how quickly funds are released to borrowers is a critical factor in borrower satisfaction.
Interview Questions:
4
4
Feedback on Inspector Professionalism and Competence
Why it’s important: The professionalism and competence of inspectors can significantly influence the borrower’s experience and trust in the service.
Interview Questions:
4
4
Are borrowers feeling prepared for their inspections?
Why it’s important: Borrowers need to feel fully prepared for the inspection process. Understanding how prepared they feel can highlight gaps in the preparation phase that could be addressed.
Interview Questions:
3 1
3
1
Perceived Value of the Service
Why it’s important: Understanding whether borrowers perceive the inspection service as valuable and necessary, particularly when their lender recommends it, can guide pricing and positioning strategies.
Interview Questions:
3
3
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