Ready to send your first Discovery Journey (fact-find)? Let's go!

1. In the Discovery Journeys page, press the 'Create' button.
2. Select the:
   1. Purpose (Refinance / New home / Both)
   2. Number of applicants (1 / 2)
   3. Clients you want to add by searching for any existing ones (someone who you've invited to use Middle before) OR press the 'New client' button to create a new one
3. Toggle on/off 'SMS invitation' (see below for more details)
4. Toggle on/off 'Equifax data enrichment' (see below for more details)
5. Press 'Next' at the bottom of the page to proceed to configure your Documents request
6. Select from an existing Documents template, or expand the categories to request documents you'd like from this client
7. Press 'Send Discovery Journey' and we'll email and SMS your client(s) an invitation to complete the Discovery Journey

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Check-list

Great to see you're keen! Before you send out your first Middle Discovery Journey ensure you've done the following:

✅ Reviewed how your details will appear to your client in Profile

✅ Customised document descriptions to your liking in Documents & templates

✅ Created a template of your go-to document requests in Documents & templates

✅ If you're the admin, activated your fellow team members in Team management

Read our Quick-start guide for more ideas!

Who Middle works best for

Middle should only be sent out to clients who are:

• Single or joint applicants (max. 2 applicants)
• Australian Citizens or PRs with a government ID
• Happy to undertake a ‘soft’ credit check
• Provide their personal and financial details

Middle is not currently configured to work for clients that are companies/trusts or for guarantors

Discovery Journey types

Middle offers 3 types of Discovery Journeys (application types):

• Refinance
• Property purchase
• Both

The Middle customer experience is designed based on the viewpoint of your client having a primary property in mind when refinancing / purchasing. We'll ask your client about this property in the first few steps.

What if my client wants to refinance multiple property?

If your client is interested in refinancing multiple property, tell them do add the property they're most interested in refinancing during the first few steps and add any other additional property as assets later on. You'll need to follow up with them to discuss which of these additional property assets they'd like to refinance.

Can I change the Discovery Journey type?

You can't change the Discovery Journey / application type. You should send out a new Discovery Journey with the correct type selected and then archive the incorrect one to hide it from your client's view.

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Note about sending a 'Both' Discovery Journey type

This will send out 2 separate Discovery Journeys to your client, 1 refinance and 1 property purchase. Your client will be prompted to complete their refinance Discovery Journey first. Once they have, they'll be prompted to start their Property purchase Discovery Journey. Most of their details will be pre-filled from the Refinance Discovery Journey they just completed but we'll capture additional details of:

• Property they're interested in purchasing
• New set of expenses, with the new expenses associated with the property purchase taken into account

You may find it easier to just send a Refinance Discovery Journey, and collecting details of the property they want to purchase separately.

SMS invitation (optional)

When toggled on, we'll send a text message inviting your clients to start their Discovery Journey, in addition to an email (Australian mobile number required). Learn more

Equifax data enrichment (optional)

Middle includes the ability to retrieve your client's Equifax Credit file. Toggle / Turn this on if you'd like to retrieve it.

We'll then enrich / pre-fill the Discovery Journey with liabilities found from your client's Equifax Credit file as well as let you download their full Equifax CCR / Credit file. They'll need to provide their Australian Driver Licence when prompted.

We will only retrieve the report per applicant if:

1. Client has provided their Australian Driver Licence and;
2. Upon successful KYC ID check, we receive a response from Equifax (including ‘no report exists’).
   If your client is unable to verify their ID then no Equifax call will be made.

🔥 Hot tip: Equifax reports are currently free! You won't be charged for Equifax data enrichment - so what are you waiting for? Give it a try today!

What if no report is retrieved? Equifax reports are retrieve in almost 100% of cases where the KYC check passes. However, where the KYC check fails, we're working on a way for you to re-request or re-do this process - upvote it here.

What about my Credit Guide?

Middle will send your Credit Guide to your client in a separate email once they start their Discovery Journey

• If you have the auto-send Credit Guide feature turned on, you must provide a Credit Guide otherwise you'll be blocked from sending a Discovery Journey in Middle
• To avoid this, either upload your Credit Guide or turn off the auto-send Credit Guide feature and send it separately to your client

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Credit Guide preferences are set in your Profile, which you are responsible for. An assistant cannot update this for you.

Pre-fill client details

For any new-to-Middle clients, you can declare additional personal details on their behalf. When your client logs in, they can keep the details you entered or simply override anything that is incorrect.

In the Create Discovery Journey flow, under a new client select 'Add additional client details'. This'll add an additional step on the next page that let's you declare personal details for your client.

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If your client already has a Middle account, we'll use the existing personal details from their most recently submitted Discovery Journey.

How pre-fills will appear to your client

Property & Personal details pre-fills

When your client starts the Discovery Journey, any pre-fills you provided shall appear as pre-populated data. They can amend anything that isn't quite right.

Assets pre-fills

For 'Savings, shares & superannuation' and 'Home contents & other assets', your pre-fills you provided shall appear as pre-populated data. They can amend anything that isn't quite right.

If your client decided to connect to any bank accounts, your 'Total savings' pre-fill will change into 'Total additional savings' with the balance of any accounts deducted from your original pre-fill amount.

For 'Properties' and 'Vehicles', your pre-fills don't appear as pre-populated form fields right away. Instead your pre-fills are available to select when your client uses the 'Add property' or 'Add vehicle' button.

Requesting documents

Request your documents now so your clients will be prompted to provide them as soon as they've finished answering the fact-find questions. Not sure which documents you need yet? No worries, you can request them at any point afterwards.

💡Useful links

Setting up Documents & templates

Amending your Document request (including re-requesting)