The video first presents you with the three families: One is headed by Miguel Gonzalez (Hispanic, with wife), one by Jackie Williams (African American, single mom) and one by Richard Lane (Mid-Western white guy with wife and three kids).
The narrator, a lovely woman who walks the neighborhood and hangs in a kitchen, as she's emptying the dishwasher, asks you to take a short quiz, where you say how behind you are on your mortgage. If you choose not behind at all, you get Miguel, whom they show literally sinking underwater. If you choose one payment behind, you get Jackie, who is running breathlessly through the neighborhood. If you choose more than a few payments behind due to a long term problem, you get Richard, whom they show literally standing in a large hole, into which he has figuratively dug himself.
I decided to play the most desperate role, Richard. Let me just preface that I went into this with full skepticism/snarkiness on high. I thought it would be a total joke.
As Richard, a foreman with the same construction company for eight years, I learned that there would be no more jobs ahead. Richard and his wife had refinanced their beloved home to pay all the family's expenses, and now they are behind on the mortgage.
I won't go through all the steps, but I was given several choices to decide my fate, such as: Should I try to find help? Should I answer calls from my mortgage company? Should I believe some random company claiming to help me if I pay them money?
As a long-time real estate reporter, I obviously knew which choices I was supposed to make, but I also know that a huge percentage of borrowers don't answer the phone, don't seek help and many have already been scammed.
I purposely made bad decisions to see what would happen, and each time I was carefully educated as to why they were bad choices, and was gently told things like, "take action," "don't give up," "ask questions." I was never offended. I also liked that the video was realistic.