Aussie has launched a series of new features in its app giving consumers an end-to-end home ownership experience before, during, and after securing their home loan.
Launched last month, the app was built alongside Aussie brokers and is packed with features, including:
Travis Tyler, chief product officer at Aussie, emphasised the app's potential to help brokers connect with local customers meaningfully.
“One reason we built the app was to help brokers connect with local customers in a meaningful way, showing the value of their property, their loan equity, and their options,” said Tyler (pictured above left).
“Now, our brokers are always accessible, and customers can see opportunities to get better rates or make changes. Aussie brokers can help with that.”
“Australians don't need another app on their phone, but our work with brokers and customers revealed a need for better understanding of property values and options,” Tyler said.
While there are other apps on the market, Tyler said they don’t address three key customer concerns:
Starting the journey in the middle of last year, the app was built with brokers, incorporating decades of knowledge to address key pain points.
The development process involved regular feedback from brokers through various channels, including a product board, an advisory board with 60 brokers, and quarterly planning sessions with 250 stakeholders.
“For our brokers, we wanted to build an experience that helps them grow their business and better connect with their clients,” Tyler said.
“We must ensure that our brokers are part of the process, being the voice of the customer and their own business.”
A notable upcoming feature will allow brokers to build their business through referrals digitally.
“Customers can refer their broker to a friend within the app itself,” Tyler said. “We've taken inspiration from businesses that have grown through word of mouth.”
This innovation taps into the reputations already built by Aussie brokers, who strive to position themselves as leaders within their local area.
“We've got a strong brand and brokers who live, buy, and shop in their communities. They know their areas better than anyone else, so we see a lot of business that way,” Tyler said.
Aussie mortgage broker Barb O’Shea highlighted the value of this feature, noting that over 60% of customers come from referrals.
“Bringing in more interactions with clients as well as the soon to be launched referral capability are features once wished upon that will add so much more value to our broker offering,” said O’Shea (pictured above right), who is a principal broker at Aussie Queanbeyan in the ACT.
The app also provides users with real-time access to their broker, offering support anytime via call, text, or email. Tyler noted that most traffic to Aussie’s website and app occurs between 9pm and 1am, when many businesses are closed.
“Most of us get busy and forget during office hours, but if you can send a message or progress your application at a convenient time, it's simpler,” Tyler said.
“This way, you're having meaningful conversations with your broker rather than just sharing documents.”
O’Shea added, “Now we have a simple way customers can interact with us, book or change their appointment 24/7, and stay regularly connected.”
Another standout feature is the ability to book a broker as easily as ordering an Uber. The app automatically allocates customers to their local broker, providing immediate connection and access to the broker’s diary.
“You can access all 1,000 brokers,” Tyler said. “The broker is advised that they have a new client. You can access their diary, book face-to-face, phone, or virtual appointments, and get directions straight to the store.”
“In 30 seconds, you're on the path to saving money.”
Users can also now use the app to upload all necessary documentation before meeting with their broker, streamlining the home loan process for a faster and more efficient experience.
Additionally, homeowners have access to tools like repayment calculators, credit score estimates, and data on over 10 million properties.
“Before my customers even sit down for an appointment, they have a checklist where they can share and upload their documents before they meet with me, reducing hours of time,” O’Shea said.
“By the time I’m meeting with my customer, they have now already shared their information and I'm having much faster and meaningful discussions on the next steps for product, choice and approval.”
Aussie’s dedicated mobile app team, starting with just three members and growing to five, has been crucial in developing and piloting new features.
Tyler highlighted the app's importance for the business and brand, as it attracts thousands of new customers monthly – all potential sources of business for Aussie brokers.
“We're also building experiences to drive higher engagement with clients around the value of their homes and their options,” Tyler said.
“For our brokers, we've put a tool in their pocket to grow their business at scale in their local communities.”
