Why better client experience starts with better information.

The latest research from the Open Property Data Association (OPDA) has sparked an important conversation across the property sector. While much of the discussion has focused on digital property packs, we believe the findings highlight something much broader. 

Clients are increasingly looking for home moving journeys that feel simpler, clearer, and more connected from start to finish. 

That’s not just about having access to more information. It’s about receiving the right information at the right time, understanding what happens next, and feeling confident throughout the process. 

As expectations continue to evolve, it’s becoming clear that improving client experience is no longer a nice-to-have. It’s becoming an essential part of modern legal services. 

Better information creates better experiences. 

One of the strongest messages from the research is the value of making key information available earlier in the transaction. 

For clients, greater visibility helps remove uncertainty. It allows them to make informed decisions and feel more in control throughout what is often one of the biggest financial commitments they’ll ever make. 

For firms, creating clarity earlier in the journey can also help reduce unnecessary questions, manage expectations more effectively, and create a smoother transition into onboarding. 

Ultimately, better information doesn’t just improve efficiency. It improves confidence. 

Digital isn’t the destination. 

It’s easy to look at research like this and conclude that the answer is simply more technology. 

But technology alone doesn’t automatically create a better experience. 

Clients don’t judge individual systems – they judge the journey as a whole. If information sits in different places, communication feels disconnected, or clients are asked to repeat themselves throughout the process, the experience can still feel fragmented regardless of how much technology has been introduced. 

The focus should be on creating journeys that feel connected, intuitive, and easy to navigate from the first enquiry through to completion. 

The conversation is changing. 

For a long time, conversations around improving conveyancing have centred on speed and compliance. 

Those priorities remain important, but client experience is now becoming part of that conversation too. 

Research like this shows that clients aren’t simply asking for faster transactions. They’re looking for journeys that feel transparent, well communicated, and easier to navigate from beginning to end. 

The firms that respond to those changing expectations won’t necessarily be the ones with the most technology. They’ll be the ones using technology to remove friction, improve visibility, and create experiences that inspire confidence at every stage. 

As the industry continues to evolve, that’s a conversation worth paying attention to.