Spanish Translations On-boarding & Testing Guide

Maxwell's approach to Translations

Maxwell’s approach focuses on translating standard Point of Sale experiences that apply to most mortgage applications.

• We began with Fannie/Freddie Formulario 1003 as a foundation to inform question structure and establish guidance for translation tone and formality.

• Using this guidance, we applied machine translation to our standard borrower application blueprint and follow-up task experiences.

• Next, a team of bilingual mortgage professionals who work daily with Spanish-speaking borrowers reviewed the application and revised the translations. Their goal was to ensure the language reflects conversational Spanish that feels familiar and natural to borrowers.

• For legal and compliance materials such as eConsents, Terms of Service, and Privacy Policies, we used a professional translation service to ensure legally accurate translations.

Elements Translated and Reviewed by Maxwell's Mortgage Professionals

We translated and reviewed standard borrower experiences that apply to most mortgage applications and are stored within our Point of Sale, including:

• Blueprint application questions, response options, and instructional text

• Borrower navigation elements such as tabs, page names, and buttons

• Follow-up tasks including W-2, paystub, and 1099 requests

• Legal language including Privacy Policy, Terms of Service, and eConsent

• Email notifications sent to borrowers

Custom Elements Requiring Lender-Provided Review

While Maxwell reviewed all standard experiences that apply broadly across users, some elements may be customized by your organization and stored in the Point of Sale.

For these custom elements, Maxwell provides machine translations. However, your team is responsible for reviewing and quality-assuring the final translations, as unreviewed machine translation can alter meaning.

These custom elements include:

• Custom application questions and answer options

• Custom follow-up tasks and user workflows

• Legal copy or disclaimers specific to your organization

User Experiences Not Translated

Maxwell does not translate lender-authored content or customer-specific branding. As a result, the following items are not translated:

• Lender branding, logos, and custom branded messaging

• Custom landing pages or loan officer pages

• Borrower and lender chat messages

• Documents provided to borrowers, such as disclosures or eSign packages, unless supplied by a bilingual document provider

• Custom tasks created for a borrower by a lending team member

• Any lender application experiences outside of the Borrower Tasks tab

For real-time chats and custom follow-up tasks, we recommend assigning a bilingual team member to work directly with the borrower in Spanish. We do not recommend relying on real-time machine translation, as it can introduce unintended changes in meaning or interpretation.

Recommended Testing & Rollout Plan

We recommend a three-phase testing approach to ensure a smooth rollout of the Spanish application.

• Internal Admin Testing: Beginning February 2026

• Beta Testing with Live Borrowers: Beginning March 2026

• General Availability: Beginning Q2 2026

Phase 1: Internal Admin Testing

Goal Validate the borrower experience and translation quality before exposing the feature to live borrowers.

Participants Admins and bilingual team members familiar with borrower workflows.

Key Testing Activities

• Identify a small group of bilingual team members to test the application.

• Enable the Spanish application for an internal testing site and have Maxwell team translate any custom application questions and workflows.

• Have testers access the borrower app and switch the application language to Spanish.

• Review key borrower flows, including:

  • Supported loan applications such as Purchase, Refinance, and HELOC

  • Supported borrower follow-up tasks such as credit, document collection, VOX, and eSigning

  • Email notifications

  • Consents

Verify That

• Translations are clear and easy to understand.

• Any custom questions or borrower workflows are translated correctly.

• No critical content remains untranslated.

• Navigation, buttons, and error messages function as expected.

Feedback If your team has feedback or suggested translation changes that would materially impact the borrower experience, report them to Maxwell Customer Support for review and resolution.

Exit Criteria

• No blocking translation issues are identified.

• Internal stakeholders approve moving to borrower testing.

Phase 2: Beta Testing with Pilot Branch

Goal Validate the experience with real borrowers and loan teams in a limited-exposure environment.

Participants

• One pilot branch or site with a high volume of Spanish-speaking borrowers

• Selected lending teams with bilingual support resources

• Live borrowers who select Spanish as their preferred language

Key Activities

• Enable Spanish translations for the pilot branch only.

• Have loan officers invite borrowers to complete applications in Spanish.

• Monitor borrower progress and application completion rates.

• Collect feedback from:

  • Borrowers on clarity and usability

  • Loan officers and lending support teams on workflow impact

• Log any translation gaps, borrower confusion, or technical issues.

Feedback If your team identifies translation changes that would materially impact the borrower experience, report them to Maxwell Customer Support for resolution.

Exit Criteria

• Borrowers complete applications in Spanish at near-parity rates compared to English.

• Loan teams confirm a net positive impact on processing Spanish applications.

• Any critical issues have clear mitigation or resolution plans.

Phase 3: General Availability

Goal Expand Spanish application access across the organization.

Participants All branches and lending teams that want access to the Spanish application.

Key Activities

• Enable Spanish translations for all branches or sites that want access.

• Communicate availability to lending teams and borrowers.

• Continue monitoring usage and feedback after launch.

Success Indicators

• Spanish borrower completion rates reach near parity with English.

• Support ticket volume related to the Spanish application is at parity with English.

• Positive feedback from borrowers and loan teams.

Ongoing Monitoring and Support

After rollout, Maxwell recommends ongoing monitoring, including:

• Tracking Spanish application starts and completion rates

• Reviewing Spanish-specific borrower feedback and satisfaction survey results

• Reporting translation issues through standard Maxwell support channels