The last two years have seen varied quality in the digital experiences offered by traditional incumbent mortgage brokers and the new breed of digital-first challengers. Leaving aside for now the wider questions around robo- and AI-driven advice, these new challengers have generally made it easier for user to input and source information in clean user experiences.
The question of why so many incumbent brokers are falling behind, and how they can catch up without having a deep budget is a compelling one.
A common theme when speaking with challenger companies is how they have fully embraced modern user experience design processes. These are new ways of working that any organisation can adopt with little financial cost if an agile mindset is embraced.
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