Dock9 launches mortgage digital experience audit service

Digital business solutions agency, Dock9, has launched a website and portal audit service aimed specifically at the mortgage sector.

Dock9 announced that its audit will help mortgage lenders, brokers, servicers and software platforms undertake controlled lab tests, and benchmark against standardised metrics developed for the mortgage industry.

The audit will include a usability lab test and a competitor usability benchmarking to result in a mortgage digital experience report being delivered as the audit output.

The report at the end of the audit will detail the findings of the research and recommendations to improve the digital experience, the solutions agency added.

Dock9’s clients include Vida Homeloans, Masthaven Bank, Castle Trust, Assurant, Arch Insurance, Protect Your Bubble and Private Finance amongst others.

Dock9 managing director, Mark Lusted, said: “The most successful fintech companies all have one thing in common: they regularly test their digital journeys with real customers, be they borrowers or brokers, and use the insights gained to optimise and drive conversions – avoiding the trap of making decisions on a hunch.

“Since starting the business over 10 years ago, we have always performed audits and lab testing before commencing major projects. However, it’s become apparent in the last 12 months that most providers do not undertake independent reviews of their digital platforms with real customers, despite more and more marketing activity being aimed at driving new business and increasing efficiency through their digital platforms.

“We perform MOTs on cars, so why not on your customers’ digital experience too?”

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