Sinimuna Information Architecture and Copy

Site Redesign for SunTrust Bank

November, 2001

Mortgage Site Redesign Initiative

SunTrust Library Rewrite

Overview In a broad sense, content changes refer to any relevant alterations to existing text (voice, punctuation, spelling, bulleted lists), font attributes, internal and external hyperlinks, body graphics, plugins, multimedia, downloadable documents (PDF, DOC, XLS), layout, table appearance, forms and related items. At this time, resource restraints preclude comprehensive and sweeping changes within the scope of Release 1.5. Thus, this document clarifies and recommends the extent, categories, priorities and timeframes for changes. Below, “Phase I” denotes Release 1.5 changes, while “Phase II” refers to post-1.5 changes.

Phase I General Synopsis for Internal Use Focus: To maximize navigability, usability and the quality of information-delivery within the context of the overall rebranding effort. Existing content will be “poured” into the rebranded template with minimal or no substantive alteration other than compliance with the web style guide (comprehensive content style standards will address predominantly font attributes). Details: The substance of core functionality and features will remain mostly unaltered. Except as described in Specific Vendor Requirements below, limited text rewrites, page additions or deletions characterize this phase. Some pages will be consolidated and/or combined. Obvious spelling, grammatical, factual and consistency errors are addressed on a very conservative basis. Aggressive internal cross-linking is not implemented. Links to external resources remain intact, while tables and popup window usage likewise remain the same. All body graphics are stripped along with existing HTML tags that would interfere with new layout or style sheet implementation. Specific Requirements for Alltell

Home page will be completely rebranded with new look and feel, showcasing new tab-driven cascading menu system of newly reorganized content.

Calculators page (new brief overview with more “real world” bulleted categories; some deletion of redundant calculators; does not include rebranding for popups).

Customer Service page (driven by “Call, Click or Visit” philosophy, this page will offer a quick customer service pledge and communicate various avenues to “contact us”).

Site Map page (will obviously be revamped to reflect new content hierarchy).

“Persistent links” – Contact STM, STM Site Map and Search STM – will appear at the bottom of the left-hand navigation box on all secondary pages (except L.O. pages).

Individual Loan Officer pages will include the global SunTrust header, but not the footer, the STM persistent links or the STM cascading menu bar across the top. Currently dynamically generated navigation options will remain on the left, but will be re-branded using the updated look and feel. An L.O.-specific “APR example” link will be added to the left-hand navigation bar by default.

Business Partners – all existing native STM content will be eliminated and replaced with a link to www.stmpartners.com.

Page title graphics will be added to the top body of each page; these will adhere to content style guidelines for spelling, grammar, capitalization, etc. However, body copy will not be made to correspondingly comply with content style standards at this time.

Search returns will be routed to the home page rather than to specific pages.

Phase II General Synopsis for Internal Use Focus: To continue maximizing navigability, usability and the quality of information-delivery within the context of the ongoing site enhancement strategy. Content will undergo significant substantive alteration. Details: The substance of core functionality and features will be enhanced and augmented over time. Intensive text rewrites and page additions/deletions/consolidations/combinations characterize this phase. Spelling, grammatical, factual and consistency errors are liberally addressed. Aggressive internal cross-linking is now implemented. Links to external resources are analyzed and changed, while table and popup window usage are likewise more closely scrutinized. Some body graphics, as necessary, will be added, while forms will be enhanced and brought into compliance with rebranding standards. Specific Requirements for Alltell

Application pages will be consolidated, streamlined and rebranded

Product pages will receive more user-friendly verbiage and table implementation

Search form will be added to all secondary pages (except individual L.O. pages), most likely in or near the left-hand navigation.

Page titles in browser title bar will reflect actual page titles rather than the generic “SunTrust Mortgage, Inc.” This will aid in.

SurePay page may receive error check script to ensure valid submitted data.

Calculators will be rebranded and brought into standards compliance.

Chat will be expanded to include introductory text, a new calendar of scheduled chats (hopefully with more frequent and better-marketed chats), a separate chat archive (searchable by keyword and sorted by date, moderator, subject, etc.).

New features, initiative to develop a warmer “online community” theme, can include an expert advice column, real stories section, peer chat and more.

External links will be reviewed and updated, with particular attention to value-add and concomitant strategic partnerships with other online resources.

News will be expanded to include STM press releases and news.

Loan Officer Finder will be enhanced with a clickable U.S. map, prominent telephone number and alternative dropdown for locating a local L.O.

Search capabilities, with regards to both internal and external search engine rankings, will be upgraded to access specific pages rather than the home page.

Checklist page will be made printer-friendly and more “checklist-like” with checkboxes.

SunTrust Library Rewrite

There’s so much more to buying and selling a home than signing the stack of papers at closing! Here are some helpful hints and online resources to prepare you for the rigors and joys of house-hunting, selling, decorating, maintenance and more!

Buying or Selling a New Home

Research on the Web…

Homes at the Wall Street Journal

Today’s top real estate news

The daily market update

Moving tips from the American Moving and Storage Association

Get advice on…

why it still pays to buy a house

four great reasons to buy

Building or remodeling? Check out Build.com.

how to increase your purchasing power

selecting a real estate professional

seven ways to accumulate a down payment

four things to avoid when purchasing a new home

showing your home more effectively

Are there good schools in the neighborhood?

Get inspired at www.homeanddesign.com.

Find A Real Estate Broker With Global Real Estate Services

Check out potential Moving Expenses, Salary Calculator, and Relocation Wizard at Homefair.com

Home Building

Financing or Refinancing Your New Home

3 Biggest Mistakes People Make When Refinancing or Purchasing a New Home

Application Checklist

Mortgage Calculators

How Does My Loan Get Approved?

Be informed. Check out your credit report online.

Your Credit Report

Ways To Rebuild Your Credit

Top 5 Reasons To Refinance

Why Should I Want A 15 Year Loan?

Why Should I Want The Bi-Weekly Mortgage Payment Plan(sm)?

Mortgage Terms Glossary

Closing Cost Checklist

Home Equity loans

ARMs

Taking Care of Your New Home

Discover Sears Tools and Owens-Corning Treasures to spruce up your castle. Locate a Professional at Homepoint to build, remodel, sell and decorate your home.

Get all the help you need at "This Old House".

Visit "Today's Homeowner" for expert advice on improving your home.

Use "Home Ideas", the ultimate research tool for your home projects.

Find the best deals through Consumer World.

Find a Business with AllBusiness, the Internet's largest global business directory.

Interesting Links

Freddie Mac

Fannie Mae

Visit www.homepath.com, Fannie Mae's online path to your own home.

U.S. Department of Housing and Urban Development

Proposed Content Changes for Calculators (calculators.stm)

Browser Presentation

Refinance

Costs

Savings

SunTrust options

Compare

Loan offers

Fixed or adjustable rate

15- or 30-year term

STM Loan Analyzer

Relocate

Costs

Timeline/Task Wizard

Community comparisons

Salary comparisons

School reports

Determine

Monthly payments and amortization

House affordability

Fixed-rate payments

ARM payments

Closing costs

Downpayment

Rent or Own?

Owner’s tax savings

Better off renting?

Rent-Buy Wizard

Save Money

Reduce PMI

Pay points to lower rate

Make extra payments

URLs for Developers

Refinance

Costs EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom12.cgi/suntrust)

Savings (http://www.suntrustmortgage.com/reficalc.asp)

SunTrust options (http://www.suntrustmortgage.com/refimachine/refi.asp)

Compare

Loan offers EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom15.cgi/suntrust)

Fixed or adjustable rate EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom4.cgi/suntrust)

15- or 30-year term EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom6.cgi/suntrust)

STM Loan Analyzer (openhouse/realtorinfo.stm)

Relocate

Costs EXTERNAL (http://www.homefair.com/calc/movecalcin.html?NETSCAPE_LIVEWIRE.src=suntrust)

Timeline/Task Wizard EXTERNAL (http://www.homefair.com/wizard/?NETSCAPE_LIVEWIRE.src=suntrust)

Community comparisons EXTERNAL (http://www.homefair.com/usr/hoodform.html?NETSCAPE_LIVEWIRE.src=suntrust)

Salary comparisons EXTERNAL (http://www.homefair.com/calc/salcalc.html?NETSCAPE_LIVEWIRE.src=suntrust)

School reports EXTERNAL (http://www.homefair.com/usr/nsrs/home.html?NETSCAPE_LIVEWIRE.src=suntrust)

Determine

Monthly payments and amortization (http://www.suntrustmortgage.com/amortcalc.stm)

House affordability EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom17.cgi/suntrust)

Fixed-rate payments EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom2.cgi/suntrust)

ARM payments EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom3.cgi/suntrust)

Closing costs EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom9.cgi/suntrust)

Downpayment EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom7.cgi/suntrust)

Rent or Own?

Owner's tax savings EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom8.cgi/suntrust)

Better off renting? EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom10.cgi/suntrust)

Rent-Buy Wizard EXTERNAL (http://www.homefair.com/usr/rentbuyform.html?NETSCAPE_LIVEWIRE.src=suntrust)

Save Money

Reduce PMI EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom13.cgi/suntrust)

Pay points to lower rate EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom5.cgi/suntrust)

Make extra payments EXTERNAL (http://www.calcbuilder.com/cgi-bin/calcs/hom16.cgi/suntrust)

Customer Call Service Center Script

Welcome to the SunTrust Mortgage Customer Service Center. Your Way Home. Select a Loan

Officer, Online, on the phone, or in person. Let our experienced loan officers help guide you

through the mortgage process.

1-800-330-4MTG

The SunTrust Mortgage Call Center offers great products, service & mortgage loan rates. We are convenient, competitive, and just a phone call away. We lend in 35 states across the U.S.

There are good reasons why our customers call us directly to obtain their mortgage financing. We have special relationships with many of our real estate partners (Appraisers, Inspectors, Surveyors, Title companies, Attorneys, Online Realty) - - who together can save you money and help make your loan process smooth and easy. We can extend this same great service to you! Call us and discover why we are so popular.

Just ask to speak to any of our mortgage consultants. With no obligation we will be happy to answer your questions and to guide you to the right decision. We will find the best loan product for your needs, and make sure you understand your choices and are comfortable with your selection.

We offer mortgage financing for purchasing new homes, existing homes, and vacation homes. We offer a wide array of loan terms and product types - - all at competitive prices. We offer pre-approvals so you can shop for your next home knowing your exact purchasing power. We offer great refinance programs too.

You can apply right over the phone. Give us a toll free call at 1-800-330-4MTG. Or, you can Apply Online.

We want to be your LifeTime Lender sm.

Online Survey Research

Questions to Consider

As we compare prospective vendors and scrutinize their products and services, we should consider the following:

1. How much does it cost? 2. How quickly can we purchase and integrate the product? 3. Do we want to host the application/data locally (on our servers) or remotely (on the vendor’s servers)? 4. What is the required training/learning curve? Is any in-house programming necessary? 5. Is the technology compatible with our existing infrastructure? Is it proven and reliable? 6. Does the product offer integrated multilingual capability? 7. Can the product be customized and upgraded? If so, what are the fees involved? 8. How versatile and fast is the software adapted to a variety of tasks? 9. Are the vendor’s support and documentation procedures/materials sufficient? 10. Is the application/data secure and confidential? 11. In what way is the data collected, stored, retrieved, analyzed, disseminated and displayed? 12. What web technologies are employed and are they cross-browser/multi-version compatible? Does the

user need to use any plug-ins or third-party software? 13. What degree of brandability can be expected? Complete, partial, none?

ForeSee Results (www.foreseeresults.com)

Total Cost $7,500 base + $1,500 per concurrent survey per quarter (a slight price reduction exists for an annual subscription)

Overview This company stresses its statistical methodology based on the American Customer Satisfaction Index (ACSI). This allows for more predictive results, rather than mere reactive data. Like other solutions, this software uses JavaScript and cookies (both session-level and persistent) for validation and customer identification. User selection for the survey is “intelligent,” as to not duplicate or assault users who just arrived at the site. There is not an analogous email version of the software. This solution is full-service. No upgrades, and thus no associated costs, are immediately expected. All branding and related coding services are included in the purchase price. On standard implementations, turnaround is usually two days. Ten to 15 questions form the basis of each survey. At a typical seven to 10 percent response rate, some 300 surveys are necessary, then in 60-response increments thereafter. The application and data are hosted remotely on the company’s secure servers. All data is confidential. The company assures stringent testing to ensure cross-browser and multiple version compatibility.

Selected Clients n beta: BlueCross/BlueShield, Detroit News, Kelly Services, NASA, Sealy Signed: Forbes, Netscape In negotiation: Borders Bank, Insurance and Financial: None

Contact Eric Head and Nick Ousley (248) 737-3700 Ext. 12150

InsightExpress (www.insightexpress.com/)

Cost per Survey $450–$5,000

Overview This product is not a stand-alone application. Instead, clients use a web-based administrative tool and templates to create, publish and maintain online surveys. The survey itself, collected data and admin software are all hosted on the company’s secure servers. JavaScript is employed to insert a hyperlink from SunTrust’s site to the survey. The survey can be programmed to open in a pop-up or the same window. It can be branded with a header and footer, using the SunTrust color scheme, font attributes and logo. This brandability, however, is somewhat limited. Turnaround is typically two days, though the web site quotes 12–72 hours. Reports can be displayed in various formats, including graphical, raw data (for SPSS or other statistical packages) or Excel spreadsheets. These can be viewed online or may be set to arrive by email.

Selected Clients Amazon.com, AT&T, Bell Atlantic, Bristol-Myers Squibb Company, Disney, eBay, Ford Motor Company, Hallmark, IBM, Kodak, Lycos, Microsoft, MTV, Proctor & Gamble, Reader’s Digest, Time, United Airlines, Yahoo Bank, Insurance and Financial: First Union, Wells Fargo

Contact Katey Klebes (877) 329-1552

InfoPoll (www.infopoll.com/)

Cost per Survey $420 (based on $7,000 + 20% upgrade/support fee = $8,400 for 20-survey pack)

Overview

This product is a stand-alone application robust enough, the company says, for high-volume surveys at low cost. Ease of use equates to negligible training outlay. A quick learning curve speeds up development and deployment. Multilingual versions can be produced easily at no additional expense. For any additional special features, InfoPoll will customize for a flat-rate fee of $150 an hour. Although InfoPoll does offer hosting services, the application and database typically reside on the client’s own servers. There are several ways to generate pages, using templates to build them, with varying degrees of inherent brandability. It may be possible to completely and seamlessly brand such pages for a look and feel consistent with the rest of SunTrust’s online presence. The software uses ISAPI and does not rely on CGI as many competitors do. The company claims compatibility with all version 3 browsers and above, using cookies and JavaScript for validation. Support for XML and gap analysis are standard features. Clients use a variety of ODBC solutions, including Paradox, Oracle, SQL, Sybase and Interbase. MS Information Server is most common, but a Unix/Linux version is under development. Reports are web-based, real-time graphical analyses. Checkboxes allow the user to run specific reports, display various graphs (e.g., pie, bar, etc.) and export raw data in a variety of formats, including SPSS.

Selected Clients

Numerous governmental and military entities, educational institutions and… 3Com, Compaq, Corning, Dupont, Ericsson, FedEx, General Electric, Hewlett Packard, Hitachi, Honeywell International, Intel Corp, IXL, Macromedia, Miller Brewing, Nortel Networks, PeopeSoft, SeaGate, Sikorsky Aircraft, Sprint, SwissAir Sabena Amp, The Clorox Company, Timex, Tyson Foods, Xerox

Bank, Insurance and Financial: BankOne; Bank Caroline; Charles Schwab; CIBC; Clark, chaefer, Hackett & Co.; Commonwealth Financial Network, Compass Bank, Credit Research Foundation, Datek Online; Deutsche Bank AG; FirstUSA Bank; GE Capital Mortgage Services; JP Morgan; KPMG Consulting, Inc.; Merrill Lynch; Morgan & Banks; Moore Stephens North America; The National Research Group, UK; Newriver; Northwestern Mutual Life; Online Resources; Pricewaterhouse Coopers; Principal Financial Group; Plante & Moran; Scotiabank; The Exchange Bank; The New York Stock Exchange; The Hartford Insurance Company; UNC Hospitals; WorldStreet Corp

Contact Bob Lawrence (902) 864-9789

Creative Research Systems (www.surveysystem.com/)

Total Cost Approx. $1,500 = $499 (core package) + $500 (Internet module), other modules such as Enhanced Tables, Verbatim, Statistics and Interviewing are $200 each + shipping $12–$40

Overview According to the company’s web site, The Survey System 7.0 (“survey software that makes you look good”), “reflects 16 years of experience and the input of thousands of market researchers, political pollsters, human resources managers, customer service staff, health care administrators, educators, product development teams and others in more than 40 countries”. The product is sold as a “core package” with optional additional modules, based on the client’s needs. The Internet Module featuring “sophisticated questionnaire logic not found in most ‘Web survey’ packages” includes both email and web page surveys. Surveys are customizable with standard HTML fare: background color/image, graphics (such as logos), margin control and font attributes. Web hosting services are also available. Online reports can be in text or table format. Offline, data can be used to produce more sophisticated graphical representations. The company offers a 30-day money back guarantee.

Selected Clients Arthur Andersen, Bose Corporation, Ceridian Corp, Circuit City Stores, Girl Scouts of America, Goodyear Tire & Rubber, Harris Teeter, Internal Revenue Service, Kaiser Permanente, McDonald’s Restaurants, Nestle USA, New England Journal of Medicine, Novartis Seeds, PPG Industries, PR Newswire, Reader’s Digest, Roadway, Saudi Arabian Airlines, U.S. Air Force, U.S. Navy, Yale University, Xerox Connect Corp Bank, Insurance and Financial: AmSouth Bank, Banco Popular de Puerto Rico, Fannie Mae, Prudential Insurance Company of America, Royal Bank of Trinidad & Tobago

Contact (707) 765-1001

Inquisite (www.inquisite.com/)

Cost per Survey (pending phone conversation)

Overview Inquisite, by a company called Catapult Systems, uses WUSIWYG templates and a 1,000-question library to quickly create online surveys. Alternatively, one can customize with logos, backgrounds, images or HTML templates for corporate branding. Multilingual capability, including extended character sets, is standard. One can administer surveys by intra/internet, email, reply-by-mail diskette or OMR (scannable paper forms). It is built to accommodate multiple web servers and large databases, such as SQL/Access and Oracle, and can operate behind a firewall. It sports dynamic conditional “question branching” and “respondent authentication.” Surveys meet the accessibility standards of Section 508 of the Federal Rehabilitation Act. Web-based reports reflect real-time data and are fully customizable in scope. Raw data can be exported to Excel, Word, Acrobat or SPSS, for example, or in CSV or HTML formats. Report access is controllable. Other features include data type validation, data piping, spell check and context-sensitive help.

Selected Clients Abbott Laboratories, Agilent Technologies, Apple Computer, BlueCross/BlueShield, Bose, Chevron, EDS, Enron, Experian, General Mills, Hanes, Harley-Davidson, Hewlett Packard, Honeywell, IBM, Intel, Jcrew.com, Kaiser Permanente, Lucent Technologies, McGraw Hill, Microsoft, NCR, Pacific Bell, S.C. Johnson, Sonoco, UPS, Valvoline, Vignette Bank, Insurance and Financial: New York Life, Pricewaterhouse Coopers

Contact (800) 581-7354

Targetfour (www.target4.com/)

Rform (www.rform.com) Mercator (www.mercator.co.uk/)

Responsibilities

Web Content Management Oversee all aspects of redesign and enhancement initiatives impacting content on SunTrust's Education and Mortgage sites. Site Redesign - Presentation Co-develop "look and feel" strategies and implementation through iterative mockup production with colleagues. Site Redesign - Content Mapping Using Visio and Excel, map old site to new navigation structure & manage required content creation, elimination and/or fusion. Recommend & implement changes to improve site usability. Site Redesign - Copy Management Coordinate and implement textual change requests and ideas from various sources, manage process with third party copywriters and editors, and augment writing/editing activities. Site Redesign - Site Structure Co-develop new site structure & content hierarchy through collaboration with development staff; fellow content, project and product managers; LOBs and others. Site Redesign - Requirements Co-develop requirements documentation for vendor rebranding. Support staff in direct communication with vendors through documentation. Site Redesign - Competitive Site Analysis Attend competitive site analysis meetings when possible, as well as conduct independent analyses of competitors' sites. Focus is on content, usability, site organization and customer service. Site Redesign - Enhancement Research, recommend and implement new site features and other upgrades/enhancements over time. Procedures - Style Guidelines Co-develop content standards documentation for spelling, punctuation, voice, syntax, font attributes, etc. Procedures - Co-Develop Change Request Documentation Work with content management team to document recommendations for streamlining and improving the change request process. Site Redesign - Search Support Research and provide meta-tag candidates, possible keywords and phrases and "Ask Jeeves" questions for search enhancement effort. Marketing Contribute to marketing copy and graphics planning, production and documentation, as required.