Hello, everyone. It's, one PM central time, two PM eastern, and I'd like to go ahead and get started. Please, if you can stay muted. And if you have any questions, you can send them through the Zoom chat, and, we would have a question answer session toward the end where we can address them. I wanna thank you all for joining us today. We have very special guests to from United Wholesale Mortgage and American Eagle to talk about, how UWM transformed their digital engagement. This is a a really special case study that highlights the importance of personalization and a really great use of content for, financial technology. John, can you go ahead and next slide. Our speakers today, Jonathan Price, he's the Global Coveo Insight core practice director. Thanks, Shannon. I will just share my screen. Okay. Can you see it now? Let me stop my video. But, John, you can see? Yeah. Kelly, can you see me? Yeah. I do. Thank you. Alright. So let me go ahead and restart that. I've got Jonathan Price here. He's, driving the the presentation today. He's with American Eagle dot com. And I have Kimberly Ogle. She's the director of knowledge at United Wholesale Mortgage, and I'm Kelly Brisson. I'm a strategic customer success executive here at Coveo. United Wholesale Mortgage has been one of my customers for, closing on four years now. Next slide, Joan. So for our agenda today, we're gonna talk a little bit about who United Wholesale Mortgage are, what their history with Coveo is, the source project itself, as well as the future plans, and, of course, we'll be happy to answer any questions you may have. Kimberly, did you wanna get started? Sure. Thanks, Kelly. So first, a little bit about United Wholesale Mortgage. We underwrite residential mortgage for, under I'm sorry. We underwrite residential mortgage loans originated by independent mortgage brokers. When I started with UWM almost twelve years ago, we had maybe three hundred and fifty team members total, and, I think three or four were consisted of our IT team. I think it was like a field tech, a server person, a phone person, and then their leader. But today, you know, almost twelve years later, we're almost nine thousand team members and a team an IT team of a thousand. So we've definitely grown pretty fast over the years, and all of that has helped us secure the number one wholesale lender in the nation for seven years in a row. Our our mortgage our clients are mortgage brokers, and they depend on us for elite client service and reliable, innovative technology. And they also expect us to take feedback on the fly, evaluate that feedback, and implement that feedback as quickly as possible. Fast is the name of our game. It's it's, it never changes. It's just fast. Mhmm. Go ahead to the next one. Sure. So I actually started working with Kelly at Caveo about, well, in two thousand seventeen. We originally were starting with, our project was Ask UWM. That was the name of our old Salesforce community. It wasn't a traditional community. It was more of a knowledge base for our clients, our internal and external clients to search and find information. We had UWM specific content that was related to our processes and guidelines and things like that, but we also, we're we were bringing in information from investors like Fannie Mae, Freddie Mac, and that's where we were really leveraging Kaveo. We had an idea of what we wanted and asked you to be on with our, I guess, our first iteration of that. And, that's where our partnership with Caveo really just, came into play. Like I said, I've I've worked with Kelly since two thousand seventeen. I think she was the BA way back when. So she's been it's been great having Kelly throughout the life of all of this. Kelly, is there anything you wanted to add? Only to, emphasize that, when you said fast, the initial launch, we accomplished in in four weeks. Kim was amazing in in getting that project off the ground and corralling everyone to to get that going. And, from there, we continue to evolve. And, as Kim said, UWM has grown amazingly quickly. And and by twenty twenty, there were quite a few, additional needs driving a a redesign or transformation of the portal. Yeah. And we were definitely I was always picking Kelly's brain, asking for feedback. You know, what are other customers doing? How can we improve? I know that we're not anywhere where we need to be, but, like, kind of working closely with Kelly trying to figure out those next steps. John, if you wanna go to the next slide. And so to give you an idea, the back end process for that content was I worked with twenty team members who were, content creators, let's call them. And I had to have them all use the same word template. It was branded, and it matched our style guidelines. It was created by marketing so that it was how it should be. But imagine trying to get twenty people to never make any changes to those styles or, you know, minor improvements to tweak it how they thought it could be a little bit better. That became problematic from a consistency standpoint, not only for our users, but just from reliability. When as a user, when you log in to a site and you see content that looks slightly different than a different piece of content, you start to go like, what's going on here? There you know, it's not that hard to keep content looking and feeling the same. So my my initial journey started with finding a content management system. I knew that that would solve my issues managing the content, but I I still had my other content that I had to take into consideration. And that was the thousands of pages of third party information from the investor guidelines. We at the time, the the crawler was doing a great job of bringing in the information, but the sites that we were going to weren't necessarily, crawler friendly. So we had to PDF the guidelines from each of the investors and then put it in a library, a different library for the crawler to hit that, and then the user still had a bad experience. They would go in. They'd find the the guideline information, then they were opening or downloading this one thousand, two thousand, three thousand page PDF and control f in their search, which was definitely not what we were looking for by any means. We started looking at other types of technology to try and solve our use case. We knew we wanted to get the content smaller for our consumer and just make it easier to understand. So we started looking at chatbot, and it still came back full circle to we just gotta get the content smaller. We gotta figure out how to break the content down even though the content wasn't ours to break down. So that's where we really got put in touch with the American Eagle team. If you go to the next slide. So, reaching out to Psycor, they put us in con in, contact with John and his team. And just talking to him and explaining all of the issues, he their team quickly understood the issues and the vision. And, they knew that we had a that knowledge base that it needed to serve content. And then and on top of that, it was no longer PDF. I wanted everything to be web pages because then users have to keep coming back to have the most accurate information. It's not downloading it, saving it on their desktop, referencing it because it's easier, or printing it. It's just the most accurate information. So that's where, you know, John and team really were super valuable with some of the ideas and thinking outside the box and, helping us take these third party pieces of material. So for example, the Fannie Mae guidelines, it's a twelve hundred page document. It's a PDF. And, through the technology, we've gotten that down to three hundred and sixty four web pages. So, big difference. And then on top of that, it's it's, it meets our branding. It looks like it's us creating the content, but we've never changed a word. It is direct from the investor guidelines, and it's their material, their content, but it flows with the rest of our website. And then if you go to the next slide. So on top of all the content, we have our audience. We have internal team members that access the content. So right now, our underwriters and our account executives are the main users. But then we also have our external audience, our brokers, loan officers, contract processors, and processors. Depending on your role, if you're an underwriter or a loan officer, certain content isn't necessarily valuable to you. So we've leveraged the audience ability and made it so that, okay. If I'm an underwriter, I'm gonna see what's valuable to an underwriter. Account executives aren't gonna see that information. And we have, all kinds of opportunities there to expand and change and then also create that personalized experience. So I'm a loan officer. I log in. Hey. Here's the path for a loan officer. We're gonna show you this information, but here's an account executive. Here's what you need to know today type of, journey. So the the AE team has really helped us customize that journey along the way. Yep. Next slide. Yep. And then I'm actually gonna hand it over to John now to talk a little bit more about the AE's team. K. Thanks, Kim. And just I'll add a little bit more context as well in even the current state if everyone can see here on the right. This was the previous Coveo UI that UWM was working with. Again, they were using Salesforce communities. And, again, even just with this document as well, bringing back this type of document, PDF, docu Word docs, Excel into this interface was also causing some challenges. So, just to add a little bit more context on the previous state. But when we got put in touch with United Wholesale Mortgage, from Sycor and both Coveo, you know, we we, we'll we'll say we, talked quite quite a bit. Right? Months worth of conversation, not just with their team, but also with the individuals that Kim was mentioning that are using this existing portal. So I think the success of this project when we especially get down to the metrics was really do that upfront discovery of understanding each persona, understanding what they're looking for, but not just what they're looking for, how they wanted to view it. Because all these all these individuals might be looking for similar information, but the way they view it or the pieces they extract all might be a little bit different. So we had a lot of unique use cases to solve. But I call it kind of our hypothesis right up front, just kind of, consolidating everything Kim was mentioning is right? The first thing is we needed UWM needed consistency for our content. It was not only just being presented before and after the search, after they actually clicked on a search result, but how it was created. And that's kind of where Sitecore came in. So, again, Salesforce communities, not an actual true content management system. UWM really needed a true enterprise level content and digital asset management system. That's kinda where Sitecore came in. So and just to also to clarify, UWM is still a heavy Salesforce user. We just replaced the community's aspect of how they're managing content. And as I was mentioning, it wasn't just the creation, even the viewing of content. We need to provide user multiple ways to digest the content based off their persona. Maybe they just wanna see a single piece of information. Maybe they want to compare, you know, UWM content versus Fannie Mae or Freddie Mac. Maybe they really know necessarily what they're looking for, and we need to kinda give them a journey builder. So we'll show you all that when we demo the solution here in a bit. And, again, right, it's not only if we can create content, but if you if we can curate it efficiently. And then if everything can be created the same, we can make UWU UWM's lives easier, make the user experience better, but then Coveo will be able to take users directly to their answers. Right? We consolidated how content's being created, so we also consolidated the way content's being indexed, and then we create a very consistent way for Coveo to bring back results, which has greatly improved things like click through, click through rank and things along those lines. Another important part of just kind of our hypothesizing, we even did a we even did a POC. But just for the general scope is personalization is extremely important. What we ended up creating was a gated portal. So explicit personalization, when someone logs in, we know exactly who they are. We know exactly what their role is. So both Coveo and Psycor are leaders in personalization. So we took advantage of that to really kinda narrow in on what an underwriter broker CEO or maybe even an internal staff might be looking for. We do that through machine learning, but we also do that where Kim's team can actually go in and actually be able to say, alright. They're this role. They already did this. Now show me this next. And, again, I've already mentioned this a little bit, but we wanted to create the users a way a very easy way to create kinda do their own journey. I may I may have found a topic I'm looking for, but now kinda let me do a little bit more exploration on my own. And, again, what we ended up creating is a dedicated self-service portal for this content that's driven by Coveo where Sitecore's kinda driving the content. So that's in a in a sense our high level scope. Going a little bit deeper, right, in this right screenshot is a little little bit of a, a, preview. What I'm gonna show you here in a little bit is greatly refined the user experience, making things very consistent, and also making things very easy to browse. So, again, number one goal for the project, provide a better user experience for UWM internal and external ex internal and external audiences, excuse me, which also is a mobile first experience. Right? It's it's with very complex content, very deep content. That was a huge focus from the beginning in the design process, making sure if I'm an underwriter while I'm on my mobile phone or desktop or tablet, I need to be able to kinda go through these journeys as I want, but also be able to have a very similar experience across these different devices. Kim mentioned this a little bit. We wanna keep users on these UWM web properties. We we don't want them going out to Fannie Mae and Freddie Mac to find this information. We have the information right here, and then we wanna be able to show related information to that as well. And then, again, convert all those documents, whether it's an Excel file or Word doc or PDF. It's you know, that's a that's a bit of a headache to maintain, especially from a governance perspective. But from the user experience perspective, we wanna convert those all the nicely styled responsive web pages. And then, again, create new ways to present content to multiple audiences. So I'm gonna walk you through all the different ways that a user can view the same types of content depending on what their use is. Then, also, again, providing that self-service experience. So we created new features such as favoriting, letting them to kinda choose their own journey. If I do favorite something and then maybe that piece of content's updated, I wanna maybe be notified about it. We create that type of capability. But maybe we wanna share it with a colleague. If an underwriter maybe has found something that is useful for them, they might wanna share the link very easily from this portal to a colleague or a broker, etcetera. Then as Ken mentioned, UWM likes to move fast as they need to with with their industry and their, many large scale competitors. But, you know, after POC, we basically had four months to launch the solution from planning, full UX design, build, test refine, and relevancy tune and launch. So we did this last, in a span of four months, where UWM CEO, Matt Espia, actually presented this to, the AIM Fuse conference, which is one of their largest conferences they attend and present at, each year. So, again, large large task. There's a lot of things planned on the road map, but we'll eventually get to show you what we've printed so far. So with that said, I'm gonna take you through a narrated demo. You saw the pre like, the previous state. I'm gonna take you through to the new state and introduce you to what's called the source. So it is a prerecorded demo. There's certain things that we cannot show you, so we've hand selected a few things that we can show you. So I'm gonna narrate this video as we go along here. But as I get started, what you're seeing here is really the home page or landing page of this new portal called the source. What you're seeing is a Caveo listing page, what I would call a global search page that consolidates all the content for all these sources in a very nice looking view where a user can simply go through and facet by the type of content they're looking for, by the source of their content. They can simply use a global search bar. They have the Coveo machine learning query suggest. But this view is really for the user that may not know what they're looking for. Right? This is everything that we're basic basically can throw at them. So, again, this is, again, for a specific use case, even though it's the home page, the global search page, it does have a very specific use, and we'll show you the other uses here as we go along. So gonna do a first search. Again, this is all very specific to financial information. So we're just gonna look for if I'm a non US citizen and I wanna Barca, what type of search results come Barca? And already right away, if I take a quick pause here, I'm starting to see different types of content. Right? I'm seeing just a a word doc or, excuse me, a content page I maybe wanna browse and maybe visit, but I'm also seeing another variation. This is the journey that we've created for the user. So maybe I'm just interested in this general topic, but I don't necessarily know exactly what I'm looking for yet. We created these journeys where a user can simply do this right on the search interface itself, find their question or topic that they're looking for. So if I look even click on nonpermanent resident aliens, I can then get then get another, option, and then I eventually arrive at my answer. So, again, kind of this multistep journey builder. I can even start the journey over and then find another answer to my question. So, again, we've created many of these for the end user. Again, this has been very popular so far on the source. And, again, it just kinda gets the user kind of in that mode, like, alright. There's multiple ways I can kinda digest this content. Then, of course, we have related content related to the journey. So related content is also extremely important, and I'll kinda dive in to this specific view next. But, again, a very easy way to kinda click through and find related content as well. Yep. We're gonna do another, search on this, general home page, global search here. Next. So now we're gonna look for something that, related to foreign assets. Again, what I may be evaluating a loan for a potential client. So first few things that come up, foreign assets and foreign income. And now I'm gonna again take a quick pause here. As I've landed on this detail page, again, this is something UWM didn't have before. Previously, again, foreign income is a very generic term. So, again, when you're going through content that has thousands and thousands and thousands of pages, we'll say general terms become a little bit tricky. But what we've come up with is and one thing we heard in the kind of user feedback before we started the project is it was, you know, we might want foreign income or a cert certain term to a governing body, but it'd be really nice to be able to compare this content as well. So this you might be for someone, maybe underwriting loan saying, hey. What's the difference between Freddie Mac, Fannie Mae, FHA, and v VA in regards to this topic. So this allows user a very nice and easy way to kinda compare the governing bodies, as we're kinda going through the content. And the other thing to note here just from a user experience perspective, we pass along things like the search term, so it gets highlighted in the actual body of the detail page to kinda help the user along as well. So just something else you'll kinda see throughout the rest of this demo. And I just wanna throw something in right there real quick. That page that John was just showing in the demo, that wasn't something that we originally had at scope, but it was truly based on user feedback. And, we we call them token tables, because that's how we've built them because the content really changes, and it's just easier to manage it that way. But these tables or the way that this content is broken down and and displayed to the end user is the biggest hit. Like, people love this being able to have this side by side by side view. They ask for everything to be in this view now. It's almost a bad thing now. I'm like, well, it doesn't really make sense to be like that, but we can try. We've done that a few times where we try, and I'm like, yeah. It doesn't it does just doesn't lay out good. But, this was huge. And like I said, this wasn't originally in scope, but the team just heard the feedback and was like, yeah. We can do this. We'll figure this out, and it worked out perfectly. Great great point for bringing that up, Kim. The one thing I wanna hit on is you mentioned the token tables as well. So, again, when you have this large amounts of content, it was again, some of these terms rates, just general policies are shared across maybe hundreds of documents. So another major reason for going to a platform like Sitecore is we have these items that can be shared across many different documents. So it might be simple something as simple as a thirty year rate or something as simple as a ten sentence snippet. UWM can create that content once and then easily place that into a page, or any other type of item that they want. And then they update that rate once, and it gets distributed out through the rest of their content. So it saves them a ton of time. They don't have to go kinda seeking through, you know, a hundred different documents, making sure that's updated. They can update it once, and it gets distributed out through the experience at once. So it's also been kind of been great on the governance front as well. K. Thanks for that, Kim. Now I'm gonna do another search here. We're gonna get a little a little bit more advanced here. So gonna, again, type in a very general term called preventing fraud. And now we're gonna start getting into other documents for, like, Fannie Mae and Freddie Mac. So we showed you a click a quick glimpse of this a little bit earlier. I'm gonna show you it one more time just to kinda show you what we're dealing with. But for example, this Fannie Mae and Freddie Mac content that's coming back, this is a twelve hundred page PDF that we're crawling with Psycor, breaking it down into individual web pages, applying UWM's branding on it so the user doesn't have to scroll through an endless document. So, again, what we're returning is actually individual chapters and subchapters from Fannie Mae and Freddie Mac, so it's much more easy to actually find the information they're looking for. So I'll go ahead and click through. But first, the other few items we we created from the self-service kinda side is we are allowing people the favorite items. We'll show you kinda where those show ups because, again, I may find a page that's maybe page one out of five hundred on something. I would be ease easily able to get back to it. That's where that kind of favorite star comes from. And then, again, once I find something I might be looking for, I can copy a link to my clipboard, send it through Teams, through Slack. I can also maybe even send an email, to a colleague sending them the link. So that's kinda what you're seeing here is just this kind of social sharing aspect. But I'm gonna click through kind of this new version of that PDF that we're converting is now a very easily nicely styled web page. So, again, instead of hunting through those hundreds or thousands of pages, I now have a web page that I can easily view my information on. And, again, we're kinda using that highlighting feature so the user can easily find where those terms are in the document. Some other aspects we created, we've created dynamic table of contents insight course specifically saying, hey. If I'm on this chapter, here's the higher level table of contents above me. And then even the general section outline saying, hey. If I'm in this chapter, here's maybe the subchapter or chapters above it in case I wanna navigate that way as well. So, again, since the content is very complex, since users brow this content in so many different ways, we were giving the user the way or the option to choose how they wanna digest it and navigate it. And, again, kinda keeping that favoriting and sharing aspect persistent across the entire portal. And now I just clicked on basically next chapter and a previous chapter so I can easily kinda navigate that document. Again, I'm opposed to scrolling through a long PDF. And we'll do a few more things here as well. So I'm gonna take another quick pause. So, again, I'm kind of on this general home page global search, right, kinda throwing everything at the user. But some users know what guidelines they wanna look through. Maybe I will wanna look through FAME May content or maybe wanna look through FHA or Freddie Mac. We've created Kavehael listing pages just returning those to the individual user, and then Kim and her team gets individual analytics for people just when they're searching through these individual guidelines if they so choose. So I'm gonna take you through just searching through Freddie Mac's guidelines. So, again, this is a Kameo listing page in Sitecore, and I'm only returning Freddie Mac results. Again, broken down by chapter or subchapter depending on where we are in our experience. Again, I'm gonna do a a search term. I'm gonna get back a certain set of results. And, again, I'm gonna get a very similar experience. This is Freddie Mac's version. So, again, Fannie Mae, Freddie Mac are all styled very similarly. I have a very nicely styled web page. Again, that highlighting feature is consistent and persistent throughout the entire experience. I'm just showing a quick example as well of copying this link to my dashboard in case I wanna share it with a friend. Okay. We will show a couple more aspects of the source here for you. So this next piece of content, I think I'm gonna hit pause, is something that used to be a very complicated and complex Excel file for United Wholesale Mortgage. I have to blur out the rates. This is information we that cannot be shared publicly. But just to kinda give you a glimpse, you can basically see this table format with headings, columns, and rows. And then all these are individual rates depending on the situation I'm in. So we converted even all the Excel files and Word docs that have this type of complicated format into a nicely styled responsive web page so it's nice and easy to browse. And then when I finally click on a search item, it's all still consistent. I'm still going to a web page. I can still favorite it. I can still share it, etcetera. So that's just just a quick example of another piece of content that was converted from more of historical Word doc or Excel to a nicely styled web page. And then finally, we're gonna arrive at what we're calling the hub of the source. Again, it's a it's a well, I call this maybe a member dashboard or a central location. I can see information that I've already favored or or, looked up as well. Again, this entire page was constructed from user feedback and what other people are looking for. So right off the bat, United Wholesale Mortgage has an area that they can basically promote news to the individual persona. These are actually based on if I'm a certain persona, show me the news articles. And now I have a few other components. One that we're bringing back to the user is recent searches. If I search for something, a certain keyword, I don't wanna have to remember it later. Just show me the recent searches that I've done in the previous, x amount of sessions. So what we're showing here is some of those searches you just saw me do. Excuse me. So and when I click on one of these, it just simply goes back to the search page I was on and gives me back the results I already have. So, again, more of that self-service aspect, share my share my recent searches so I can remember what I did, but also just get back to where I was very easily. The navigation and navigability of this portal was one of the most important aspects. And I just wanna chime in here, John. What we did here with this page was huge for me because, in the previous site at PWM, I was feature ranking content like crazy. And with mortgage content, the all of the terms overlap insanely. It it it was breaking the user experience. It was a terrible user experience because I was being asked to promote, like, this new content we are putting out, but it's other content had conflicting information, but it was related terms and all this stuff. So users were having to scroll, you know, past past the polls, so to speak, or even click two to three pages deep. We all know if you have to scroll, you're not gonna they're they're gone. So, having this page where I could truly promote content, has been a lifesaver on that user experience. Now it's just a clean user experience. I come in. I do my search. I find what I'm looking for, and I'm good to go. Yep. Perfect. And carrying on that is we also keep track. Again, this is the nice thing about having a powerful platform like Coveo and Psycor. We can also keep track of what pages were recently viewed or things I've recently clicked on. So, again, this is kind of the consolidated area showing me my last x amount of items that I've currently looked at just so I can easily get back to them. This third component is hitting on kinda what Kim was mentioning as well as this kinda this is a one of the areas that's extremely personalized where recommended content for you. And what that means in our terms is Kim and her team can go into this component and saying, hey. If I'm an underwriter and it's within this time duration, maybe these this month or these weeks show these individual content pieces based off my logged in persona. So this area is based off their individual user role that we that we're getting from UWM, and And then UWM has full control to tailor this to each individual individual role and then also based off the time in the year or maybe what's kinda hot at that point in time or maybe what's been recently updated. So, again, kind of from that, personalization aspect. And then, again, kind of from the user engagement perspective, we're also showing them what others are searching for. So we're using Kaveo analytics engine to bring this back saying, hey. Here's the most popular search terms at this point in time that may be relevant to you. So it's not just, hey. Here's one person did this yesterday. This is curating. Here's the most popular search terms at this point in time as I'm looking at this component. So, again, from the self-service perspective, this also drives engagement saying, alright. Well, someone else is looking at this. Maybe I should be looking at this as well. Maybe something was recent recently updated that I should be aware of. And then finally, the favorite section, as I was showing earlier, everything I favorite. Oops. I'll go back down here. I'll pause it. Everything I favorite is in this curated list. If you have more than five, we have a longer listing page that where I could I could favorite fifty things if I'd like. So, again, this is that curated list of, hey. Here's things I wanna come back to later. Again, if something's updated, they'll get a notification right here, and they can click on it and see the update right for them. So we kinda use Sitecore's, internal versioning for that, where if something is versioned, we can show the user right away. Again, they can easily deselect the favorite from here again, and they can also do that social sharing aspect, send an email, copy the link to my clipboard, for a colleague or even just to save for later as well. So kind of a a general demo of kind of what the source has become. Again, there's many, many more aspects to it, many more types of content, but that's what we, prepared for you today as far as the demo goes. So you may be wondering this is this is all great, but, you know, what what are the results? Was this successful? And right. So since UWM was already a Coveo user, we had previous metrics from years in the past. So the first thing that one of the first metrics I always look at as far as a benchmark Barca setting a KPI or a goal at the beginning of a project is, you know, what queries aren't returning any results? Right? Is it a content gap? Is it a technology gap, etcetera? Before, it was about four percent, which is not terribly bad, but four percent could be greatly improved on. It was actually a little bit higher at certain points in time. Since the source has launched, queries without search results is less than one percent. I've never seen it less than one percent really anywhere else, but this really tells me not just how we improved the improved the user experience. Kim and her team has improved the content experience. Both are vitally important to having a successful implementation. Right? And these are just a few of the metrics we hand selected for you today. The other few that are always, I think, good benchmarks and if that if a search experience or a relevance experience is working is are people clicking on things? So number one is if someone has visited one of these search pages, what's the click through rate? And the answer is eighty percent that have visited a search page have have actually eventually clicked on something in their journey. Sixty two percent right from that search page have eventually clicked through to a detail page. That may be a that's maybe a little bit misleading misleading low because if someone's using that journey and they don't click through, they don't necessarily count as someone that's gone to a detail page. So, again, search event click through over sixty percent, extremely good, extremely solid metrics. And then the average click rank where someone's actually finding something on the search page is about spot two to three. That's, again, way way above industry average. This can be gradually improved upon, obviously, with machine learning. But if someone's finding the result in spot one or two, we're doing great. So, again, just since the source is launched, this has improved dramatically. And, again, two and a half is one of the best I've ever seen and definitely, well above industry standard in average. And then, again, this wouldn't be successful if the end users didn't like using the source. Right? So these are just a few hand selected comments that Kim has gathered, from the people who are using the source, the individual personas who are using the source. Kim has a feedback poll on the source gathering feedback every day what so they can continually improve. But just a few piece of feedback where we love the source, we're seeing forward to seeing even more content. So that kinda was what Kim was mentioning. If you build it, they will come. So people are asking for more and more content types. People are asking for more and more types of content that may not be there alright. But, again, very clean guidelines, very easy to sort through. Another one is the journey is my favorite function about the source. It allows you to answer general questions to get to the solution of your problem. It's transparent and simple to use. So, again, if I don't necessarily know what I'm looking for, I find a general topic, I can then click through and find exactly what I'm looking for and then even find the next best step. What is what's a related document or guideline related to my journey? Kim, anything else to add on the general kind of feedback or metrics, that I may have missed so far? The feedback has been great. I can tell you that I have some very, honest users, which I I definitely appreciate. I can, you know, when it was asked UWM, it was very hard to have my name associated to it. It was like, yeah. I I own this. I know it sucks. I'm working on it. I'm trying. But now it's like, yeah. I own this work. What feedback can you give me? Where can we go from here? So the feedback has been really well. And even the people who stopped using AskUWM because it was such a terrible experience, they're all in for the source, and they're like, no. It's great. I love it. You've given me a one stop shop for all of my mortgage related information. So it's it's it's been night and day, and, it's very rare. It's when we first launched, you know, John was mentioning the feedback button, The feedback was positive. It was I wasn't used to that, I guess. And, so it was, like, when it was quiet for a while, it was like, I don't know. Is this the call before the storm or no news is good news type of thing? So I would go out and I would seek the feedback, and they're like, no. It's great. I have zero issues. I'm using it. And I'm like, okay. I'm gonna look at your staff, just so you know. And I could see they were using it. They weren't they weren't lying to me. They were actually using it and didn't have any feedback that was, you know, crucial to anything. So it's it's been a really great experience so far. Awesome. So, Kelly, I think we're gonna turn it that concludes the bulk of our presentation and demo today. Kelly, I'm gonna turn it over to you, see if there's any, questions from the audience yet. I have a couple in the chat, but I also wanted to make an announcement. For those of you who are, patiently listening on mute, you're welcome to either come off mute and ask a question or post it into the chat thread. And, we will try to answer as much as we can now and answer, the rest as a follow-up to the webinar. One question I had as you were going through, and I know it's a a very popular topic. Can you maybe talk a little bit more about the personalization aspect and and how how that has applied and benefited the user experience? Sure. Yeah. I I can take the first stab at that, and, Kim, please chime in as well. Yeah. It's really, there's two types of personalization. Implicit, just based off browsing behavior, and then explicit, you know exactly who the user is, especially for us because they're logging in. So explicit personalization always returns the highest level of return on investment and just general goals and KPIs. So we know exactly who the user is. That's the most important part. United wholesale mortgage has an internal authentication mechanism that we get the rollback from. So some of those content components you're seeing, we're basically saying, hey. If you're this role, display this piece of content. So we showed that kind of on that hub, the dashboard. So that's kind of how we're doing role based personalization. That's the bulk of what we're doing. If they're this role, show them this. There's definitely some phase two items where we can start promoting things in the Coveo search results, but Coveo's machine learning recommendations are doing a perfect or, I'll say, a great enough job so far. So we haven't done actually a whole lot of manipulation of the search results. So that's one key thing I wanted to mention as well. So, you know, we do have those components we're driving personalization from. But as far as the Coveo search results, most of those are just running straight out of the box Coveo's machine learning algorithm and recommendations. So, again, the hypothesis was if we broke the content down properly enough, it would do that. And so far, it is. So we're leveraging the site core personalization, you know, the individual role based. And then Kaveo, we're just leveraging the machine learning query suggest. Then we're also letting and all those search results are based off relevancy. So Kaveo's reordering the results for us as well. So those are the primary levels of personalization that are running today. Thanks, Joan. I have a question for for Kim, and, I I personally think I know the answer to this, but I would think it would be interesting for the audience to hear how you champion this internally to get buy in for this initiative. Oh, boy. That's that's a fun one. It was getting people involved, Whether it be pilot users for the end user experience, it was getting, my the people that hated AskUWM or, you know, they hated it or they didn't use it because there was it it didn't serve their needs. And then I also had people that liked at GWM. So I I pulled my stats, and I looked at my middle and my top and the bottom of the road people, and I I was like, alright. You guys are gonna get in a room, and you're gonna give me some feedback. I don't care how bad it is, whatever. And the reason I I hand selected people like that was because I have a sales team of six hundred people that I am supporting with the source. So I it's I need to hand select a few that I know I'm going to get good feedback from and valuable feedback from, and they're going to participate and continue throughout this journey that I was starting. And then I also worked with the training teams, because I knew that from that content side, they were struggling. We because we moved so fast, just word documents are really hard to make updates to. I make it. I save it. I don't save it to my network drive for the rest of the team to access. I save it on my desktop, and now I'm out tomorrow or something, and then they can't get it, and they have to recreate it. It's just it was a pitch of what if you all had access to the same system and it was there and no matter what, you could see it. It wasn't on a desktop. It wasn't tied to a user, but it couldn't show who modified it, who created it, all of this stuff. And, like, you could just see the, like, oh, yeah. That sounds amazing. How do we do that? When can we do that? So it was it was, you know, kinda pitching them on what it could be and then slowly bringing them into the process. I think the heavy lifting definitely came on the American Eagle side where they helped us transition all of our content because I think we had around fifteen hundred documents, Word and Excel files that were transitioned from Word specifically and Excel into those web pages. Now if I had gone back to the teams and said, now I need you to take and create all of these, for us to move to our next phase, that's where they would've they would've buckled. So the AE team was definitely, crucial for that step because they got us started, and then it was a matter of, like, alright. The the heavy lifting is done. Let's get in. Let's teach you how to use the system while you're reviewing content, and you're adding value to our process, but you're also getting hands on learning, at the same time. So it was just it was partnering with everybody, just getting them in the system because I definitely didn't wanna be like, well, here's the system you're gonna use, and it is what it is. Because then they just were not gonna be happy. I know how things go around here. Well, thank you for sharing that. And thank you both for an excellent presentation. As you know, I'm a huge fan of the new community. And I think maybe we have time for one last question, and that's basically what are your next steps? What what are your future plans for the source? Sure. Yeah. We actually figured that would come up, so we actually prepare a slide on that. Kim, do you do you wanna call it? Yeah. Yeah. I will, and then definitely chime in. But so on that on that left side of the screen, these are our end user experience stuff. You know, we definitely wanna get some additional content in there. As much as I hate to say it, our users wanna be able to print stuff, whether it be saved to PDF or print to a printer. It's just the audience that we have, they're old school. They like to print and be able to PDF things. But the mobile app has been a huge request. We are integrated with our actual, our mobile app, but it's not a true mobile app. So, we're working towards that as well. And then the dynamic and related content, this is actually more for, the back end piece because we ran so quickly with this project. Remember, we did this in in four months, and it was I know it doesn't seem like a lot, but it was it was a lot. We we ran and we focused on the end user experience and not so much on the content management system side of things. So that's where we're kind of going back and evaluating things and, creating our workflows and our our, content management. Because one of the big selling features I had to the teams was, hey. At ninety days, your content, you're gonna get a notification that says in eighty days, if you don't review and republish your content, it's going to be automatically archived. In five days, if you don't review your content, kind of giving them a timer that counts down for them. And And if they don't touch it, it just gets archived because the worst thing we can do is serve up scale content. So that that government governance and the workflow in there and then also having more of a dynamic and related content ability. John kinda touched on it earlier, you know, with the token and the journey is we have tokens, journeys, articles. And, one of the things we found was, okay. I have this article with this information, but I've also built a journey with this information. Today, they go in and we're very good about updating that article, but we we will forget to, like, hey. There's a journey that is tied to this. We need to go in and also make sure that the journey is good. So adding that dynamic and related content for the the actual, back end of things so that we have a more efficient workflow and, you know, fill some holes in our process that we have, and then some automation that we have, that we're definitely in need of for the third party content for the the crawling that's in place with, you know, Fannie, Freddie, FHA, VA, and do USDA website. And then our last one, that can't come soon enough for me is the Power BI integration. Just to be able to have the the all of the stats that I want and don't know what to do with. But if I get asked and and I wanna start digging, I can. So I'm very excited about that Power BI integration. There is more. It's just a matter of, you know, what's priority. And then once we get this done, I'm sure there's gonna be even more up to that. Another thing that we've talked about is integration with our learning management system, Because all the people that create content for the source also create content, training content for the company, and all of that goes into our learning management system. So they're still working in Word doc for that content, but now they're working in the CMS for anything for the source. It just makes sense. Let's get them all in the CMS and let them publish to one or the other or both. So there's there's definitely gonna be more. We'll never stop. But right now, we got a pretty decent list. Great. Thank you, John. Was there anything you wanted to add? Nope. Kim covered it perfectly. I have nothing else to add on that. Alright. Well, again, I wanna thank everyone who joined us today. We are at time. I appreciate your attention, and I wanna give a huge thanks to John and Kim for the presentation. Thanks for having us. Thanks, Kelly.