Updates

Being Responsive to Change

 

Continuous Improvement 

 

At TrustUs we are all about continually pushing forward, educating, myth busting and simplifying. Testing and adjusting to provide clarity and reduce pain and inconvenience for our customers.

We work on a fortnightly update cycle for improvements from what we are hearing in the market place and from our customers.


Document Maintenance

 

Codicil for a Complex Existing Will

 

Customer Feedback

Adding to my Wishes

Situation: I already have a complex (and expensive) will I do not want to revoke.

 

[27-Aug-17] Update: We now have a Codicil adding a Backup Trustee and Forgiveness of Debt for the New Family Home Trust, so you do not need to revoke your will. 

[Learn More]

 

Codicil to an Easy Will for Guardianship

 

Customer Feedback

Deciding on Guardians

Situation: It has taken me some time to decide on Guardians for my children. I now wish to add Guardianship to my Easy Will.

 

[27-Aug-17] Update: We now have a Codicil adding Guardianship clauses to your Easy Will.

[Learn More]

 

When setting up a Trust Bank Account

 

Customer Feedback

Complex Trust Questions

Situation: My current bank has a really complex form to complete. I am not sure how to answer some of the questions to set up a trust bank account and deposit $10 into it. Can you help me?

 

[27-Aug-17] Update: We have checked the processes across all major banks. Where complex forms are being used, we can now prepopulate the information and answers you need to set up your trust bank account.

[Learn More]



Assisted Service Order Form

 

Referrer Branded Dynamic Order Forms

  

Referrer Feedback

Operational Approach to Referrals

Situation: I prefer to work from a no-advice order form. Can you build a branded online order form to fit within my business and website? This is so I can educate and support my customers with solving their own estate planning and asset planning needs easily.

 

[13-Aug-17] Update: We have now designed and tested an online experience to help you manoeuvre your way through a potentially complex subject with your customers. You can order a branded experience if you are a Trusted Referrer with the link below. 

[Learn More]

 

Mobile Responsive Order Forms

 

Customer Feedback

Breaking Down Complexity

Situation: I don't believe that every situation is so complex that I need expensive advice to solve my needs. Can you help firstly breakdown common situations, so I can determine if my situation is complex? Secondly, educate me on what is needed in these different situations?

 

[02-Jul-17] Update: We now have an improved on-boarding and education process for our customers, using online forms based on different situations. The order forms take advantage of all our online innovations, including our explainer videos.

[Learn More]



Search Usability

 

Exact Match User Search 

  

Customer Feedback

Easy Access to Information

Situation: I want to be able to search the TrustUs site using an exact search for fact finding.

 

[30-Jul-17] Update: We now have an exact match within the search function by using "quotes".

[Learn More]



Offering Support when Registering

 

Welcome Text Message 

  

Customer Feedback

Offering Support

Situation: I want to know there is someone available if I have any questions, or want support.

 

[16-Jul-17] Update: We now send a text on registration, introducing customers to our support. Help is now only a text, call or email away.

[Learn More]



Understanding Your Trust Deed

 

Adding a Q & A Section

  

Non-Professional Trustees

Rule Book

Situation: There is currently an industry issue around many trustees not understanding the terms of their trust deed. What does a high quality trust deed look like? 

 

[02-Jul-17] Update: We have added a Q & A section to our website covering off a range of practical well written clause examples in plain English.

[Learn More]



Adding to the Help Section

 

Understanding Tenancy in Common Property Ownership

  

Customer Feedback

Knowledge Building

Situation: What is the difference between Tenancy in Common and Joint Tenancy?

 

[18-Jun-17] Update: We have added an explanation and examples to our Help section of the website.

[Learn More]



30 Second Survey

 

Adding a Retirement Qualification Question

  

Referrer Feedback

Right Timing

Situation: I have customers whom want to use the Family Home Trust solution, only to find out as they step through the process their time horizon is too short. What I mean by this is they are about to retire, or have retired already. 

 

[04-Jun-17] Update: We have added a qualification question to our 30 Second Survey (on our main page) to help prevent this from happening in the future.

[Learn More]



Education Microsite

 

 

Wills, Trusts and the Administration Act

  

Referrer Feedback

Knowledge Building

Situation: I would like to have a branded education site that helps me explain what happens when someone dies without a will. I also want to be able to explain why having a will is important, as well as explaining family trusts when a customer owns a family home in their personal capacity. 

 

[21-May-17] Update: We have now designed, built and tested an online experience to help you manoeuvre your way through this potentially complex subject with your customers. You can order a branded experience if you are a Trusted Referrer with the link below. 

[Learn More]

 

Proof of Concept

 

Industry Training Feedback

Customer Engagement

Situation: Industry Trainers are wanting tools and solutions available to help explain in an engaging way the implications of dying without a Will, The Administration Act, Being a Home Owner and how to safeguard ones future. 

 

[09-Apr-17] Update: We now have a mobile responsive site built. Explaining the implications of dying without a Will. The Administration Act. Being a Home Owner and how to safeguard ones future. The site takes advantage of our other online innovations, including whiteboard animations.

[Learn More]



eBrochure for Email and Text

 

Being One Click Away

  

Referrer Feedback

Customer Convenience

Situation: I want to have a eBrochure that allows me to easily email (or text) a customer the information they need. I also want to ensure that any purchases that are achieved are tracked and recorded against me.   

 

[07-May-17] Update: We have designed, built and tested our eBrochure so material (video, blogs and registration...) is only one click away for customers. We have also embedded unique tracking so any registration is linked directly to the referrer.    

[Learn More]



Brochure for Printing and Sending

 

Marketing and Education Collateral

  

Referrer Feedback

Sharing and Recognition

Situation: I want to have a Brochure that allows me to easily print and send a customer the information they need in the post. I also want to ensure that any purchases that are achieved are tracked and recorded against me.   

 

[23-Apr-17] Update: We have designed a Brochure with a PROMO CODE where the customer is able to achieve a discount when a code is used on purchasing. This code links the referrer to the purchase for reporting and tracking.   

[Learn More]



Education Explainer Videos

 

Short Whiteboard Animations

  

Industry Training Feedback

Understanding Why

Situation: Industry Trainers are wanting tools and solutions available to help explain in an engaging way the fundamental elements of Asset Protection and Estate Planning. 

 

[09-Apr-17] Update: We have created a range of short animations (with captions) to help answer these questions for trainers, advisers and customers alike. 

  • Creditor Protection: Understanding Business risks as a Business Owner, Entrepreneur or Start Up. [Learn More]
  • Property Disputes: Understanding who gets what and the protections you can put in place prior to a new relationship. [Learn More]
  • Estate Planning: Understanding what you can do to protect your kids legacy if something were to happen to you. [Learn More]
  • Deed of Nomination: Understanding how existing home owners can hold real property as nominee until their next purchase (or refinance) to save thousands on conveyancing costs when they set up a Family Trust. [Learn More]
  • Dying leaving a partner with children: Explaining how in certain circumstances it is smart to have a Professional Backup Trustee. [Learn More]
  • Dying leaving children without parents: Explaining how in certain circumstances it is smart to have a Professional Backup Trustee. [Learn More]
  • Transferring life insurance into a trust: Preserving a customers legacy and protecting the interests of their children for years into the future. [Learn More]


Samples of Documents

 

 

Example Signed Documents

  

Customer Feedback

Signing Documents Correctly

Situation: I would like material that clearly shows me how I should be signing, dating and having documents witnessed. 

 

[23-Mar-17] Update: We have created a range of sample signed documents (using fictional characters) and added these to our user guide section of the website: 

Letter of Wishes 

Trust Deed 

IR596 Form 

Deed of Nomination 

Resolution - Transferring the Family Home 

Easy Will 

Resolution - Transferring Life Insurance

 

Draft Documents

  

Customer Feedback

Look and Feel

Situation: I need to have confidence in the quality of the documents being created. Please provide sample documents I can download and look over?

 

[12-Mar-17] Update: We have created a range of example draft documents (using fictional characters) and added these to our user guide section of the website: 

Letter of Wishes 

Trust Deed 

IR596 Form 

Deed of Nomination 

Resolution - Transferring the Family Home 

Easy Will

Resolution - Transferring Life Insurance



YouTube User Guides

 

Online Best Practice

  

Industry Feedback

Supporting the Hearing Impaired

Situation: Best Practice: Screen capture, voice over and captioning to account for different learning styles. 

 

[26-Feb-17] Update: We have updated out User Guides to include captioning for the hearing impaired.

 

Guide 01 - Family Home Trust

Online Registration

Quick Login

Loading Your Details

Loading Your Partners Details

Loading Your Children’s Details

Loading Reasons

Naming Your Family Trust

Confirming Roles

Family Home Address and Valuation Details

Terms & Conditions

Viewing your Trust Deed

Making Payment

Viewing & Printing

Signing & Witnessing

Requesting a Family Trust IRD Number

Secure Storage of Important Documents

 

Guide 02 - Easy Wills

Preparing Easy Wills

 

Guide 03 - Transferring Life Insurance

Transferring Term Life Insurance to your Family Home Trust

 

Guide 04 - Secure Online Storage

Secure Backup Copies of Important Documents



Identity Footprint

 

Personalising Your Settings 

  

Customer Feedback

My Digital Footprint

Situation: I want to be able to store my digital footprint details in one place securely. This makes sense to be TrustUs if I am storing important back up copies of my documents on your site.  

 

[12-Feb-17] Update: We now have updated our settings tab to include your digital footprint details on our secure platform.

[Learn More]



Assisted Service with Financial Advisers

 

Adviser Approach

  

Industry Compliance Feedback

Referral Business

Situation: There is a lack of clarity in the industry around understanding the differences between referring, recommending and giving advice. 

 

[18-Dec-16] Update: We now have Supporting Material from IDS on best practice.

[Learn More]



Offering Consumer Finance

 

Weekly Payment Options

  

Customer Feedback

Family Budget

Situation: I have a young family and a mortgage to pay, so I have little disposable income at the moment. I see the need and want to protect my family, are you able to offer payment plans over say 12 months?

 

[09-Oct-16] Update: We have updated our payment plans and have partnered with Finance Now to build in consumer financing into our platform. So your first 12 months costs come down to less than $6 a day. 

[Learn More]



Identity Verification

 

Proof of Identity

  

Industry Standard

Honesty & Transparency

Situation: The industry has concerns around the potential for Money Laundering and Fraud and requires Proof of Identity for financial transactions.    

 

[20-Oct-16] Update: We now have API verification with the Department of Internal Affairs to provide proof of identity validation on our customers Drivers Licence and Passport details. 

[Learn More]



Expectation Setting

 

T & C's, Code of Conduct and Privacy Policies

  

Rules of Engagement

Shared Beliefs

Situation: We wanted to ensure we have clear and strong policies clearly setting out expectations.  

 

[15-Oct-16] Update: We have had a review and recommendations made by AJ Park Intellectual Property Experts and have updated our policies accordingly.

 

For Referrers 

Terms & Conditions

Code of Conduct 

Privacy Policy

 

For Customers 

Terms & Conditions 

Privacy Policy



Sharing of Information

 

Giving Permission and Encrypted Sharing

 

Online Security

Safe Environment

Situation: There is a clear need to provide permissions for the user to link and share documentation securely with their referrer (if they choose to and have one).   

 

[09-Oct-16] Update: By linking a referrers unique code to a users privacy permissions we are able to provide secure encrypted sharing: being the transfer of files directly through our site as HTTPS, which is secured by our SSL certificate. Pretty Smart Right!


Online Security

Industry Best Practice

 

Regular System Updates

Maintenance

eCommerce: For Online Payment Processing using DPS Payment Express.

 

User Access: With a 2 Step password change. Initiating a request to re-establish access to the users account. Involving getting users to the page that enables them to reset their password, only by an encrypted link sent to the users secure email address.

 

Secure Website Certificates: For Encryption. SSL Certificates are small data files that digitally bind a cryptographic key to TrustUs details. When installed on a web server, it activates the padlock and the https protocol and allows secure connections from a web server to a browser.


Digital Usability

 

Moving to Responsive Design

 

Adapting to User Preferences

New Technology

Situation: Moving to providing solutions that match the technology being used by our customers. For greater reach and an all-round nicer digital experience across mobile, tablets, iPads and desktops. 

 

[25-Sep-16] Update: We have moved the experience from less layers to responsive design looking at speed of upload and downloads right through to flexibility across different screen sizes.



Service Offer

 

Changing to Bundled Services

  

Industry Feedback

Ongoing Compliance

Situation: There is a clear need to combat the risks around ongoing compliance for family trusts.

 

[11-Sep-16] Update: We pivoted and changed from a product focus to an ongoing service focus to provide industry best practice (support and coaching) for non-professional trustees.

[Learn More]


Agreement to Proceed

 

Product Exclusions

  

Fit For Purpose

Right Solution

Situation: Confirming users have looked at all the information and have made their own investigations. That they have sought legal and other advice, as they have felt necessary. So they are able to proceed on their own judgement with the Deed of Trust and Deed of Nomination. 

 

Update: Providing Industry leadership with a clear opt out (can not proceed) under certain circumstances.

[Learn More]


Product Offer

 

Products & Services

  

Document Output Focus

Product Enhancements

Situation: Document Pricing Model that allows a user to pick and mix the documents they want, covered Trust Establishment, Easy Wills, Transfer of Life Insurance and Secure Online Storage. 

 

Update: We have now created the below product sets:

  • Trust Establishment: Including checklist instructions, Letter of Wishes, Trust Deed (in plain English), the Deed of Nomination (Holding the Family Home as Nominee) and Trustee Resolution for the Family Home.
  • Easy Will: Covering Executor, Funeral Wishes, Gifts, Rest of Estate, General Powers and Trustee Powers.
  • Transfer of Life Insurance into Trust: Including checklist instructions, Trustee Resolution - Transfer Insurance Policy, the Memorandum of Transfer and the letter to the Insurer.
  • Secure Online Storage: Providing a digital backup service for storing important documents to account for a lack of transparency and visibility for beneficiaries.

Offline Complex Advice

 

When Situations do not fit the Digital Experience 

 

Complex Referrals to Experts

Exception Management

Situation: Sourcing specialist partners to help solve problems for the general public that do not fit the TrustUs solution.

 

Update: We now have a range of experts we can refer complex situations to.

[Learn More]


Quality Assurance

 

Checks and Balances

  

Industry Leaders

Expert Testing

Situation: Multiple reviews of our online processes, systems and documentation completed by Chris Kelly [Barrister] Trust & Estate Expert [1st Legal Opinion]. Second Review undertaken by Chris Corry [Barrister] for a Conservative Legal Opinion [2nd Opinion]. Third Review by Alan Campbell [Solicitor] to be able to offer Conveyancing Services.

 

Update: We now have a quality assured online process, systems and documentation for creating and managing a Family Home Trust online for non-professional trustees.

  • Family Situation: Relationship status, children and intentions.
  • Fit for Purpose: Can not proceed if immediate creditors, looking for rest home subsidies, trying to minimise tax or transfer a leaky home.
  • Main Reason: Clear intentions.
  • Trust Name: Providing naming conventions.
  • Structure: Confirming Settlor(s), Trustee(s) and Primary Benficiary(ies).
  • Beneficiaries: Final Beneficiaires.
  • Family Home Details: Current value less than 6 months old.

Digital Usability

 

Moving from Desktop to Tablet

 

Adapting to User Preferences

Adjustments

Situation: Moving to providing solutions that match the technology being used by our customers for greater reach across tablets, iPads and desktops for greater reach. 

 

Update: We now have a commercial grade build of our solution from HTML to HTML5 CMS with cloud storage, encryption and with e-Commerce.


System Testing

 

Product Development

 

User Testing & Refinement

Learning

Situation: Undertaking User Acceptance Testing (for variations and adjusting for lessons learnt) to create elegant simplicity of our processes and systems as well as understanding "right timing" to introduce human contact with user pain points. It isn't all about zero friction to purchase.

 

Update: HTML full site and user testing was completed. As well as refinement of online processes for the establishment of a family trust, wills, enduring powers of attorney, deeds of sale, conveyancing and annual gifting including web chat and e-commerce using PayPal. Additional video, screen capture and multi-media supporting content built also uploaded to the platform.


Process Improvement

 

Online Estate Planning Detailed Build

 

Prototyping and Product Development

Practice

Situation: Full Service Build figuring out fish hooks and pain points, scope, likelihood and right timing for system enhancements.

 

Update: Full prototype build in HTML Interact CMS. Trademark and brand design development. Construction of online establishment of a family trust, wills, enduring powers of attorney, deeds of sale, conveyancing and annual gifting including web chat and e-commerce with PayPal. Including video, screen capture and multi-media supporting content.


Documentation

 

Prototyping & Product Development

 

Detailed Design

Theory

Situation: Full Service wire frame and requirements specifications. SWOT Analysis and Market Sizing of the Opportunity.

 

Update: Detailed Concept Design and Prototyping. Development of User Flow using Adobe Flash and Online Forms to construct Trust Deeds, Deeds of Sale, Conveyancing Documentation, Wills, Enduring Powers of Attorney and Conveyancing when Establishing a Family Trust.