Product review: Rocket Mortgage’s Instant Mortgages

June 18, 2018 marcabraham2 Comments

Can the whole process of getting a mortgage made a lot easier!? Whether you’re looking to buy a home or refinance your current one, the mortgage process can be a real pain in the neck: slow, stressful and opaque. Given the emergence of players such as Trussle, Habito – both UK-based online mortgage brokers – and my professional interest from leading product at Settled, I’m keen to explore this further.

Let’s start with a look at Rocket Mortgage, an “instant mortgage” product by Quicken Loans.

My quick summary of Rocket Mortgage before using it: I expect a product that makes it very quick and easy for a me as a consumer to apply for a mortgage.

How does Rocket Mortgage explain itself in the first minute: “You May Be Surprised to See How Much You Can Save – Can’t Hurt to Look” and “We’ve Reinvented the Mortgage Process to Put the Power in Your Hands” are two strap-lines on Rocket Mortgage homepage that stand out to me. Both lines are ‘above the fold’ and do make me curious to learn more about what Rocket Mortgage does (differently) to established mortgage providers.

How does Rocket Mortgage work? Mortgage applicants can submit their personal and financial information online (“Share Your Info”), and they receive a mortgage quote in return. This initial quote can be reviewed and customised to meet one’s personal needs and circumstances (“Explore Your Options”).

Let’s look at the individual steps in more detail:

User answer pre-approval questions

To apply for a Rocket Mortgage loan, you’ll first need to create an account by entering your name and email address, followed by choosing a password. Once you’ve clicked the “Save & Continue” button, you’ll be presented with a number of questions about your personal situation, both from a personal and a financial point of view:

User uploads personal assets

Rocket Mortgage will connect to your bank account(s) and your asset information will then be uploaded automatically onto the platform. You can then update the information or remove assets from consideration from your mortgage application, , after the boxes have been auto-filled. With the advent of PSD2 and open banking, I expect loads of US mortgage lenders and startups to enable a similar synchronisation with a user’s personal accounts.

If you have any other financial assists, like investments in shares via platforms such as Betterment and Wealthify, you will need to enter this data manually as well as related documents. The same applies to Rocket Mortgage requiring you to enter specific info to be able to generate a personal credit report and score. In future, I expect platforms like these to seamlessly integrated with credit score companies like Experian and Equifax.

User explores options

User obtains a mortgage rate

Once you’ve locked down a mortgage rate, there’s a separate Rocket Mortgage online tool which lets you finalise the mortgage.

Who else is doing this? I had a brief look at “mello”, the digital loan platform by loanDepot, and the product and its experience feels quite similar to Rocket Mortgage. In the UK, Molo is a new player on the scene, promising to “reimagine mortgages.”

Main learning point: It’s clear for everyone to see that these players are aiming to make the experience of applying for a mortgage as intuitive, transparent and quick as possible.

Related links for further learning:

Why Square and Klarna are looking to become banks?

June 11, 2018June 12, 2018 marcabrahamLeave a comment

Just a short post this time, as I just wanted to share my excitement about the likes of Square and Klarna becoming banks (eventually). As an outsider looking in, I can see the rationale for companies like Square and Klarna, payments platforms, for becoming full blowing banking entities:

Logical extension of the payments ecosystem – Given that Square and Klarna already process payment transactions for thousands of merchants and their customers, it means that they’ve got a strong foot in the door with small businesses. It therefore makes total sense to offer new products and services to both merchants and their customers.
Data, data, data – I can imagine that with the amount of transactional data being processed, Square and Klarna no doubt have built up great customer and merchant data profiles, and are now looking to further monetise on this customer understanding. Offering lending products jumps out at me as a key reason for Square and Klarna wanting to become banks. This pattern fits well on the trend involving challenger banks like Monzo and Chime starting out with limited features, but gradually expanding into fully fledged bank accounts.
Regulatory relationships – As Square and Klarna start offering more bank-like products and services, they’ll need to put robust regulatory compliance frameworks in place. Establishing regulatory relationships by becoming a bank helps with establishing these frameworks.
Hook at point of sale – Being able to engage with both consumers and merchants at the point of sale feels like a pretty strong hook to me! Loved how backend payment platform Adyen recently got valued at $8.3 billion, and it shows you that the financial sector is way off from calming down.

Main learning point: Whilst there are concerns about small businesses being impacted negatively by the likes of Square becoming banks, I’m excited by the ongoing disruption of the financial sector. Recent applications for banking licenses by Square and Klarna are a sign that the Fintech startups and challengers are scaling. As long scaling doesn’t happen at the detriment of the customer – both consumers and merchants – this can only be a good thing!

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App review: Steemit

February 8, 2018 marcabrahamLeave a comment

Steemit.com is one of those products that feels super complex at first sight. I think it’s content platform but I need to give it a much closer look in order to understand how Steemit works:

My quick summary of Steemit (before using it): I reckon Steemit is a content creation and sharing platform, but I’m not sure what technology it’s built on or how it works.

How does the app explain itself in the first minute? “Your voice is worth something” is the first thing I see. When I continue reading above the fold, it says “Get paid for good content. Post and upvote articles on Steemit to get your share of the daily rewards pool.”

Getting started, what’s the process like (1)? The first thing I do is clicking on the “Learn more” button on the Steemit homepage. I then land on a useful FAQ page which covers the typical questions and answers you’d expect. Steemit enables “the crowd to reward the crowd for their content.” The platform is connected with the Steem blockchain, which is decentralised and open. Content contributors to Steemit are rewarded with STEEM, dependent on the attention their content is getting from other Steemit users.

Getting started, what’s the process like (2)? Signing up is very straightforward, nothing out of the ordinary. A nice progress bar, two-factor authentication and I now have to wait for Steemit to validate my sign-up request.

What can I do in the meantime? – I have a little nose around the Steemit platform, to learn about the content people publish. For example, I came across Dan Dicks, who has posted 71 posted on Steemed and has (sofar) received $123.86 for his latest post.

Main learning point: Steemit feels very similar to Quora and Reddit, but the main difference being the underlying blockchain and cryptocurrency element. Once my signup request has been approved, I’ll no doubt get a better sense of how the platform actually works. Currently, I’m not entirely clear on the dynamics in terms of being rewarded for your Steemit content.

Related links for further learning:

App review: ipagoo

September 10, 2017September 17, 2017 marcabraham1 Comment

“Accounts designed for the 21st century” is the main strapline of ipagoo, a Fintech startup that offers multi-country and cross-currency accounts. I was intrigued by this concept and decided to download ipagoo’s new iOS app and write a quick review:

My quick summary of ipagoo (before using it) – I expect ipagoo to offer services similar to the World Account that World First, the company I work for, launched a few months ago. The World Account makes it easy for customers to open accounts in specific local currencies, making it easy to receive and pay out in difference currencies.

How does the app explain itself in the first minute? – When I open ipagoo’s iOS app, the first screen is a login one. I’m somewhat thrown by this as I don’t have an ipagoo account and the calls to action aren’t as clear as they could have been.

After finding and tapping on “new to ipagoo?” I land on a screen which explains the different services that ipagoo offers:

Accounts – Open and manage multiple accounts in different countries from your smartphone.
Payments – Keep payments under control and manage counter parties from the app.
Money Transfer – Move money between accounts instantly.
Currency Exchange – Switch funds between currencies in real time.

Despite looking a bit clunky, the app does a good job in letting its users know at the start of the onboarding process about the documents required for a successful registration. There’s a clear explanation as to how take a geotagged selfie, and that users need to make sure their phones are enabled for geolocation (complete with short videos for both Android and iOS users). The two-factor authentication process ipagoo applies feels relatively straightforward and seamless; I validate my email address on my desktop, after which a “complete my credentials” screen appears on my mobile app.

However, I’m slightly daunted by the 6-step registration process and the proofs of my ID that I need to upload. The look and feel of the form isn’t compelling, and fields like “previous name(s)” make me wonder why these are necessary in the first place. I do upload my passport, but give up on the registration process when asked for a recent proof of address, a picture of myself with my ID and detailed info about my financial status. I realise that I simply don’t know enough about ipagoo and the benefits of using its services, so I decide to explore things further before deciding whether or not sign up.

Perceived benefits of ipagoo – I understand that ipagoo uses traditional banking services to provide its users with a single portal to all their bank accounts, standing orders, debit cards, etc. The ease of accessing multiple accounts and data through a single app should make life a lot easier for customers. Currently, people like me – with accounts and debit cards in different countries – are currently constrained in account access, and having to have multiple logins.

Points of differentiation (existing and future) – Whilst I believe the frictionless aspect of ipagoo will soon become a ‘hygiene factor’ (given that the likes of Curve and Varo Money offer a similarly seamless experience) in future, I expect ipagoo become more of a ‘financial hub’ for customers, using APIs and the opportunities that PSD2 offer. I wouldn’t be surprised if ipagoo do more to address cross-border payments, as well as traditional standing orders, bank transfers, etc. I was therefore pleased to see that some of these aspects are represented on ipagoo’s roadmap. What I didn’t see on ipagoo’s roadmap was predictive analytics and recommendations, being able to understand customer profiles and recommend other financial products accordingly.

Main learning point: I really like ipagoo’s proposition and see plenty opportunities for ipagoo to make the (financial) life of their customers easier. However, I do believe there’s a need to improve the onboarding and user experience of the app, before integrating new services. As it stands, there’s scope to simplify the app experience, making ipagoo a truly ‘sticky’ proposition for its customers.

Related links for further learning:

App review: Receipt Bank

August 1, 2017September 3, 2017 marcabrahamLeave a comment

It isn’t often that one of the apps that I use on a regular basis attracts a large round of funding but it happened recently with Receipt Bank, a London based started which “makes your bookkeeping, faster, easier and more efficient.” Last month, Receipt Bank received a Series B investment worth $50 million from New York based Insight Venture Partners.

Receipt Bank, which started in 2010, targets accountants, bookkeepers and small businesses. It offers them an online platform through which users can submit their invoices, receipts, and bills by taking a picture and uploading it through Receipt Bank’s mobile app (see Fig. 1), desktop app (see Fig. 2), or an email submission. Receipt Bank’s system then automatically extracts relevant data, sorts and categorises it. Apart from viewing your processed expenses online, Receipt Bank also publishes everything to the user’s accounting software of choice, FreshBooks or Xero for example.

Fig. 1 – Screenshot of Receipt Bank iOS app

Fig. 2 – The entry in Receipt Bank for one of my receipts

Given that I’ve been using Receipt Bank for a while now; instead of just reviewing existing functionality, I’ve also had a think about how I’d use a $50m war chest to further build out the Receipt Bank product:

Faster! Faster! Faster! – When I started using Receipt Bank last year, I emailed the customer support team enquiring about the wait between submitting a picture of a receipt and it being “ready for export”. I got a friendly reply explaining that “we ask for a maximum of 24 hours to process items, but we are usually much faster than that.” The customer support adviser also explained that “the turnaround time also depends on the number of items waiting to be processed by the software and also their quality.” I’m sure Receipt Bank uses some form of machine-learning, algorithms to automatically interpret and categorise the key data fields from the picture of a receipt. As the field of Artificial Intelligence continues to evolve, I expect Receipt Bank to be able to – eventually – process receipts and invoices within seconds, with no need for the user to add or edit any info processed. Because I envisage machine learning to be the core driver of Receipt Bank’s proposition, I suggest spending at least half of its latest investment on AI technology and engineers specialised in machine learning.
Not just tracking my bills and invoices – Yes, everybody is jumping on the chatbot wagon (and some of the results are frankly laughable). However, I do believe that if Receipt Bank can learn a sufficient amount about its customers and their spending and accounting behaviours, it will be able to provide them with tailored advice and predictions. For example, if I pay my supplier in China a fixed amount per month to keep my stock up, I’d like to ask Receipt Bank’s future “Expense Assistant” how my supplier payments will be affected if there’s massive volatility in the exchange rate between the British Pound and the Chinese Yuan. Similarly, when I look at most of today’s finance departments, the people in these teams seem to spend on matching the right payments received to the relevant invoice(s) sent out. I realise that the machine learning around multiple invoices wrapped into a single payment is easier said than done, but I don’t think it will be impossible and the $25m investment into AI (see point 1. above) should help massively.
What if the days of paper bills are numbered!? – Now that I’ve effectively spent $25m on AI technology, I’ve got $25m left. The first thing I’d do with this remaining money is to prepare for scenarios where invoices or receipts are no longer issued on paper but provided orally. At the moment, capability like Alexa Expense Tracker is mostly used for personal expenses, but I do envisage a future where people use Alexa or Siri to add and track their expenses. Given that voice technology is still very much in its infancy, I suggest restricting Receipt Bank’s investment into this area to a no more than $1m.
Integrate more (and please don’t forget about Asia) – If I were Receipt Bank I’d probably use about $10m of the remaining fund to enter new geographies and integrate with additional systems. For example, I like how Sage’s Pegg hooks into any expenses you record on your mobile, whether it’s via Slack, Facebook, Skype, WhatsApp, etc. I don’t know whether Receipt Bank is looking to enter the Asian market, but I feel there’s great opportunity to integrate with messenger apps like WeChat and Hike, without spending more than $2m on development and marketing. Also, integrating with payment processors, like Finsync did recently with Worldpay, is an integration avenue worth considering!
But don’t forget about the current product! – I feel Receipt bank would be remiss if it were to forget about improving its current platform, both in terms of functionality and user experience. For example, I can’t judge how well Receipt Bank does in retaining its customers, but I feel there are a number of ways in which it can make the existing product ‘work harder’ (see Fig. 3 below). In my experience, some of my proposed improvements and features shouldn’t break the bank. By spending about $1m on continuous improvements over a number of years, Receipt Bank should have at least $20m left in the bank, as a buffer for difficult times and any new opportunities that might arise during the product lifecycle.

Fig. 3 – Suggestions to make Receipt Bank’s existing product work harder:

Some touches of gamification – I’d argue that the longevity of the relationship between Receipt Bank and an individual user is determined by how often the users uploads bills onto the platform. I assume that most users will most probably not view managing their expenses as fun, I think it would be good to look at ways to make the experience more fun. For example, I could get a gold star from my accountant once I’ve successfully synced my month’s expenses into my accounting system. I feel that there’s plenty of room to reinforce the current gamification elements that Receipt Bank uses. For example, the message that Receipt Bank managed to save 27 minutes of my time doesn’t really do it for me (see Fig. 4 below). Instead, the focus could be on the productivity gain that I’ve made for billable work (if I’m a freelancer for example).
Better progress and status updates – Even if it does continue to take up to 24 hours. to categorise and process my expenses, it would be great if Receipt Bank could make its “in progress” status more intuitive and informative.
Clearer and stronger calls to action – For example, I can see that I’m not making the best use of my Receipt Bank subscription (see Fig. 5 below). However, there are no suggestions on specific actions I can take to get more value from my Receipt Bank plan.

Fig. 4 – Screenshot my Receipt Bank usage

Fig. 5 – Screenshot of my Receipt Bank “Usage summary”

Main learning point: Having thought about Receipt Bank’s current product offering, and my understanding of their target market, I suggest investing a good chunk of the recent investment into optimising the machine learning algorithms in such a way that both processing speed and accuracy are significantly increased. By doing this, the customer profile and behavioural data generated, will create additional opportunities to further retain customers and offer adjacent products and services.

Related links for further learning:

App review: Curve

July 14, 2017September 15, 2017 marcabraham1 Comment

I recently heard Shachar Bialick – Founder and CEO of Curve – talk about how the new Curve app will make it easier for small businesses to manage their financial lives. It prompted me to have a first play with the Curve app in iOS, which is currently available as a Beta release. This is what I learned:

My quick summary of Curve (before using it) – I expect Curve to be able to aggregate all my (business credit and debit cards – and related account / transaction data – into a single place.
How does Curve explain itself in the first minute? – When I open the Curve app, I’m presented with two key messages: “Welcome to Connected Money” followed by “Curve combines all your cards into one smart card and smart app”. When reading these messages, “data” is the first thing that comes to mind. How will Curve combine and display all my bank data into a single place (and in way that lets me understand at a glance what’s going on)?
Getting started, what’s the process like (1)? – When I tap the “Get Started” button on the app’s landing screen (see Fig. 1), I then need to enter my email address. By continuing through the rest of Curve’s onboarding journey I automatically agree to its terms and conditions as well as its privacy policy (see Fig. 2). I like the sound of the “magic link” – Curve sending me an email which lets me sign in with one click – over having to add yet another password (see Fig. 3).
Getting started, what’s the process like (2)? – The screen which shows me the different Curve packages to chose from is great. It’s a clear overview, no frills (see Fig. 4). However, I’m unsure whether I’ve got sufficient data or information to decide which package is most appropriate for me. Also, can I switch from one package to another? If so, how easy is that?
Getting started, what’s the process like (3)? – From providing more detail about my business to entering my card, the user experience feels very seamless and intuitive. I did, however, wonder why I did not need to enter then name of my business after stating that I’m a business owner. I expected some link to the Companies House details of my business, similar to Tide Bank’s onboarding process. Overall, the Curve app does a good job in trying to keep the onboarding process as simple as possible and the process of adding my first card feels straightforward too (see Fig. 5-6).
Getting started, what’s the process like (4)? – The messaging around the card verification process is ok, but I’m nevertheless not entirely as to why my card issuer needs to provide security and I’m unsure as to how long this will take (see Fig. 7). I wonder what I can (not) do whilst I am waiting for my card to be verified? Will I need to go through a similar process when I enter an additional card that has been issued by the same provider?
Getting started, what’s the process like (5)? – I’m massively intrigued by Curve’s new “Go Back in Time” feature (see Fig. 8). Curve lets its users swap purchases paid on one card to another. It lets users select the purchase(s) that they want change the payment method for. By tapping “Go Back in Time” under “Transaction Features” to bring up the menu, users can choose their preferred card for that purchase. This feature is available for any purchase under £1,000 with the Curve Mastercard within 14 days from purchase. I’m not 100% sure how long Curve will be able to hold one to this feature, as I can imagine the different credit card schemes getting up in arms about e.g. delayed payments or not being able to recoup initial payment transaction costs.
Did Curve deliver on my expectations? – Yes. Although I haven’t yet been able to add multiple cards and see a combined view of transaction data for those different cards, Curve does a great job at explaining the onboarding process at every step of the way and uses some simple, but nice UX practices along the journey.

Fig. 1 – Screenshot of Curve’s iOS opening screen

Fig. 2 – Entering my email into Curve and agreeing to Curve’s T&Cs and privacy policy

Fig. 3 – Screenshots of Curve’s sign in process

Fig. 4 – Screenshot of ‘Which Curve are you?’ screen on Curve iOS

Fig. 5 – Information to enter during the onboarding process on Curve’s iOS app

Fig. 6 – Adding my first card in the Curve iOS app

Fig. 7 – Card verification steps on Curve’s iOS app

Fig. 8 – Welcome screen and Curve’s ‘Go Back in Time’ feature

Related links for further learning:

How PSD2 is set to shake banking up as we know it …

May 22, 2017August 1, 2017 marcabraham2 Comments

Fig. 1 – A prophetic vision by Bill Gates!? – Taken from: https://www.slideshare.net/patrickpijl/how-square-is-disrupting-banks/6-Bill_GatesBANKING_ISNECESSARYBANKS_ARENOT

“Banking is necessary. Banks are not.” Yep. Bill Gates said it. Back in 1994. And 28 years later, it’s it’s set to become reality. From the 1st January 2018, banking will no longer be the exclusive domain of banking institutions because PSD2 is going to drastically alter the way in which we bank.

The biggest consequence is that more than 4,000 European banks will need to open their legacy (mainframe) data stores to Third Party Players (‘TPPs’) and allow them to retrieve account information (‘AIS’) or initiate payments (‘PIS’). Both capabilities will be facilitated through APIs. I wrote about the scope and ramifications of PSD2 a few months ago, and I’ve been thinking ever since about the implications for existing banks and whether they’ve got reason to be scared.

It would be surprising if some of the traditional banks weren’t nervous about the extent to which they’ll have to open their kimonos under PSD2. And even if the Facebooks, Googles or Amazons of this world don’t become banks overnight, I expect the traditional, lifelong bank-customer relationship to slowly evaporate as a result of PSD2 (and subsequent versions of PSD).

Fig. 2 – PwC: PSD2 providing third party access to data and payments via APIs – Taken from: https://www.finextra.com/finextra-downloads/newsdocs/catalyst-or-threat.pdf

Facebook could easily decide to become an AISP (Account Information Service Provider – see Fig. 2 above), which would enable them to offer an aggregated view of a user’s bank accounts. As a result, they would be able to analyse spending behaviour, understand their users’ financial profiles and personalise a user’s banking experience. This isn’t that revolutionary, as virtual assistants like Cleo and Treefin have already starting offering this functionality, and I believe it’s highly likely that we’ll see it roll out across Facebook Messenger or WeChat in the near future. If you need more convincing, Facebook made their first move two years ago by appointing David Marcus, former CEO of PayPal, to head up Facebook Messenger, so watch this space. Similarly, US bank Capital One integrated with Amazon’s virtual assistant Alexa last year. This integration enables Capital One customers to pay their credit card bills and check their balances, by talking to their Alexa devices.

Fig. 3 – PwC: Six API-powered banking business models – Taken from: https://www.finextra.com/finextra-downloads/newsdocs/catalyst-or-threat.pdf

In addition, any remaining doubters about the power of APIs are likely to be converted as a result of PSD2. In the current Fintech landscape, there already are large number of banks that are either using APIs to hook into existing banking infrastructures (e.g. Varo Money) or offer additional services (e.g. N26). PwC recently conducted a study into the strategic implications of PSD2 for European banks and they listed no less than six API-powered banking business models (see Fig. 3 above).

Main learning point: It will be interesting to see what the actual impact of PSD2 will be, but if I were a traditional European bank, I’d be working as hard as I could to open up my APIs from today and start working on the creation of strong alliances with 3rd parties and their developers. As Nas once rapped on “N.Y. State Of Mind”, “I never sleep cause sleep is the cousin of the death.” If I were a traditional bank I’d follow Nas’ advice and give up on sleep completely …

Nas, lyric on “N.Y. State of Mind (Illmatic, 1994) – Taken from: https://uk.pinterest.com/MrConceptz/hiphop-101/

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As I learn …

This site is about everything digital, giving an update on new things as I learn

Category: FinTech

Product review: Rocket Mortgage’s Instant Mortgages

Why Square and Klarna are looking to become banks?

App review: ipagoo

App review: Receipt Bank

App review: Curve

How PSD2 is set to shake banking up as we know it …