on 29-07-2016 01:49 PM - last edited on 01-08-2016 10:55 AM by EmilyBilling
We were able to have our first run through of Settle Me with a client, which in theory is a brilliant idea and we would certainly use this with all of our clients. However we found Settle Me wasn't user friendly, in particular:-
on 29-07-2016 07:20 PM
Thanks for your feedback, questions and suggestions @KathrynOswald. We appreciate that you've taken time to share them with the community.
I've notified the SettleMe Product Manager who will review and respond. I will also discuss this with the team at our weekly community meeting.
on 01-08-2016 10:09 AM
Great idea with the Settle Me App - i wanted to suggest to allow the Vendor and Purchaser Practitioners to be enabled to be notified via the App as well! assume this function is not available at the moment.
on 10-08-2016 11:56 AM
Hi Kathryn ( @KathrynOswald ),
Thank you for your post! All feedback and comments on our products are very valuable to help us improve them. I have put a few comments alongside your points to give context to some of the design decisions we have made. When designing SettleMe, particularly the Buyer/Seller capability, we engaged a group of Buyers and Sellers who had recently purchased/sold or who were in the market – they helped inform our design.
1. In the client setting up their profile they were asked multiple questions about themselves and the property, which could result in client's putting the set-up into the 'to hard' basket.
There are two key reasons why we ask these questions as part of set up. The first –for privacy reasons, it is important for us to have a level of certainty that the person registering to track their settlement should have access to this information. That’s why we ask for the first name, surname and date of birth. When we then ask for the workspace ID, SettleMe does a check in PEXA to make sure the person registering exists in that workspace and all elements match. The second reason is around targeting notifications so that they make sense the context of the transaction. So for example, if the property type selected is ‘My Home’, we will send notifications which are in the context of it being your home (or moving into your new home) as opposed to a property type of ‘Investment Property’ where the notification content will be different. I hope this clarifies?
2. When setting up the client's profile, the Workspace ID section is on the second page, if this is wrong or there is an issue with it, the client has wasted time entering in all the other information.
We performed user testing on the stages of registration and it was strongly advised we follow the ‘tell us about you', ‘tell us about your transaction’ flow to be consistent with a typical registration process. If a user does not have a workspace ID or there is an issue, they can select ‘Continue without adding a property’ at the bottom of the page (which means they have registered and can add their workspace ID at a later stage). It might be a good idea for us to put this option higher in the page so it is more prominent – I’ll add this to our design update list – thank you!
3. Tasks for the specific workspace can't be set-up until a client has registered, resulting in the client not seeing accurate tasks upon completing their registration, which would come across as unprofessional to a client.
We have been keen to get feedback on the order of client registration and when a practitioner is able to assign tasks. One of the feedback items we had early on from Conveyancers was to try and make this as simple as possible and minimise unnecessary work. We chose this design path because the practitioner does not always know if the client will end up registering for SettleMe. We didn’t want to clutter the SettleMe practitioner view with workspaces and client information for people who won’t end up registering. Once we get more usage, we are keen to see how we can better streamline this. Thank you for your feedback – this is noted!
4. The log-in registration doesn't ask for the full name of the person.
The registration asks for first name and surname only. We found that middle name was not always populated in PEXA so we did not want to add another point of potential set up failure for the buyer or seller.
5. The confirmation email to the client that their profile is set-up is very poorly worded and confusing to clients.
Thank you for the feedback – we will reword this in a near future release.
1. If there is multiple proprietors, can they set-up their own log-in?
Yes they can. As long as they are a party in PEXA and are associated to the Transfer, they can register for their own account and start tracking their settlement.
2. How can a Power of Attorney person set up a log-in for them to view the matters?
We currently do not cater for Power of Attorneys. It is on our roadmap however I am unable to give you a timeframe at this stage. Once we firm up dates, I’ll put a post on the community.
1. Allow the Subscriber to allocate a password to the client that they can change after their initial log-in, making registration simple for clients.
We are most certainly thinking along these lines for future releases of the SettleMe product. We are considering how we can tie this more closely to PEXA and potentially have the practitioner trigger this registration process for the client from PEXA (which initiates a temporary password for the client).
2. Allow emails to be customised fully by the subscriber.
As the SettleMe notifications are sent from PEXA as an organisation, we do need to be the custodians of the content being sent. Unfortunately, this enhancement is unlikely to progress at the moment.
3. Permit tasks to be set-up per client before the subscriber sends the invitation to the client.
I will add this to design update list and validate as we get more volume and feedback.
Thank you again for your post. I will keep you up to date on progress.
We are keen to hear from other practitioners too. We welcome all comments on SettleMe features and encourage you to post below or ‘like’ Kathryn or Garth’s posts if you agree with their suggestions
SettleMe Product Owner
on 10-08-2016 12:02 PM
Hi Garth ( @GB1 ),
Thank you for your feedback. We have done some thinking on this around having key SMS notifications sent to Subscribers. Do you have any thoughts on what type of notifications would be important for you to receive via SMS? For example, successful settlement of a particular workspace.
I'd also love to hear from any practitioners who read this post and have some ideas on this too.
SettleMe Product Owner
on 10-08-2016 01:43 PM
Hi Krystle, some suggestions for PEXA:
SMS notification Invite received from a party - to log in and start the process
SMS Transfer & Enos ready to sign for setlement
SMS BANK now ready to Settle
SMS to prepare Settlement Table
SMS to confirm Settlement closure
on 05-06-2018 02:07 PM
Question .. does the new 'in workspace' settle me sign up process apply also to corporate parties (previously unable to be sent for a company). And will there be any sign up issues for the party if they had a SettleMe under the old system?
on 05-06-2018 02:23 PM
SettleMe is still restricted to individuals and does not yet include companies. We are hoping that the simplified registration process addresses the biggest pain point we were hearing - that the previous registration process was cumbersome as Subscribers had to invite their clients outside of PEXA. The latest changes do not impact existing users and their accounts. Just a side note - the old registration process still exists in case existing Subscribers prefer this way.
We have commenced work on a new concept for SettleMe and we'd love to get you involved. Our team will contact you separately very soon if that's OK?