ICE Experience 2024: Making the connection and closing the customer feedback loop

Capturing customer feedback about the latest release and upcoming ideas at the ICE UX Booth

The UX booth was a popular area on the expo floor, with many clients interested and engaged in activities that were on both sides of the ICE User Experience wall.

Figure 1- Customers giving reactions on our 24.1 release to the ICE Mortgage Technology UX team at X24

On one side, the User Experience team showed product demos featuring highlights of the 24.1 release. Attendees were asked to take a few minutes to watch one or both videos, and to cast a vote for what they were most interested in learning more about. The participants were also free to include comments under the same product titles. The two product categories were divided up by consumer engagement products and Encompass^® products. The products included: ICE Surefire™, Encompass Consumer Connect^®, Encompass^® Prospect Engagement, and the web interface of Encompass. For Encompass^®, new 24.1 features were demonstrated including the updated Task Pipeline, the new eFolder, Mortgage Insurance Center and the Underwriting Center with embedded ICE Mortgage Analyzers^™.

Figure 2 - X24 attendees exploring the addition of mortgage servicing with the ICE UX team

On the other side, the mortgage servicing team presented a conversational experience of the recently launched MSP Digital Experience (DX) by soliciting feedback through a series of survey questions. Additionally, new UI designs were presented for several solutions such as Servicing Digital, Customer Service and Loss Mitigation and Collections.

Whether an attendee participated in a UX booth activity, or not, the curiosity to see what others had to say was significant. As the conference went on, a lot of folks stopped by for a second or third time to see what types of comments their fellow conference goers had to share on both sides of the booth walls.

Product showcase

In addition to the activities in the UX booth, attendees could listen to and ask questions during short 15-minute interactive presentations conducted by a product manager and the UX team. These sessions were very well attended, and there were even a few follow-up requests to obtain even more information from the product team. Topics included:

• Encompass
• Automated service ordering and service setup allocation
• eFolder
• Conditions mapping and ICE Mortgage Analyzers
• Task orchestration

Figure 3 - X24 attendees attending a short demo of Encompass Automated Service Ordering and Service Setup Allocation

“Go all in with CX” session

The Customer Experience Office hosted a session called, “Go all in with CX,” in which members of the office conducted a workshop-styled presentation. This was an exciting opportunity for the team to highlight what we do, how we do it, and why we do it. Additionally, this session highlighted skills and tools the participants can employ within their organizations to enhance their end users’ experience.

Figure 4 - “Go all in with CX” session

“Voice of the customer” in-person meetings

The Servicing team's Customer Experience Office hosted a series of forums where clients spent the Sunday preceding the ICE Experience conference meeting with the product, strategy, and UX teams. There, clients were able to share ideas, best practices and provide feedback on new and upcoming product features.

Figure 5 - “Voice of the customer” forum

We established a connection with clients during our workshop sessions and demonstrated the abilities required to get feedback from them. Our activities and presentations provided insight into how mortgage professionals and servicers can increase efficiency and lessen consumer stress by obtaining user feedback on innovative solutions and user interface designs, thereby closing the feedback loop.