What’s new

A toggle on the Heatmap switches in an HDI & Smart Data Overlay: a single summary band, sitting just below the headline tiles, that reports how much of your recorded friction is addressable by Smart Data, by Horizontal Digital Integration, both, or neither, each shown as a count and a share of your total. A friction point can count towards both levers, so the two figures can overlap; the “total addressable” figure counts each point once.

This is drawn from a straightforward yes-or-no flag already recorded against every friction point in your tenant, alongside its theme (Data, Process or Configuration) and five impact ratings, effort, customer experience, speed to offer, speed to completion and colleague efficiency, that were already part of the Heatmap. Reading the four benefit ratings against effort is what surfaces the quick wins: high benefit, low cost to fix.

Why it matters now

Fall-through and processing waste rarely have one cause, and not every fix looks the same. Better data solves some of it: giving an applicant’s information to the right party at the right time, with consent, instead of asking them to provide it twice. That is Smart Data. Handoffs between independent organisations in the transaction solve another slice, the HDI end of the spectrum. A residual genuinely needs a bespoke process fix that neither lever will touch. Knowing the split before you scope a piece of work changes which conversation you have first, and with whom.

We want to be straightforward about what this view is today: an addressability summary, not yet a forecast. The fuller version we are building will layer projected time saved per case, daily volumes affected and a confidence rating onto the journey stages themselves. That data already exists in Pathfinder’s Admin area; the Heatmap does not read from it yet. Treat today’s overlay as a way to size the opportunity, not to cost it precisely.

How this helps mortgage lenders

• Frame the scoping conversation before the detail. Use the overlay early with a change team or a Novus consultant to agree, in outline, how much of the backlog is realistically fixable by data, by integration, and by neither, before anyone commits to a work plan.
• Sequence investment sensibly. Addressable friction is generally faster and cheaper to resolve than bespoke process redesign, so it is a reasonable place to look first when speed to offer or fall-through cost need to move quickly.
• Keep the diagnosis consistent. Because the overlay reads the same friction data as the rest of the Heatmap, sizing the opportunity and picking individual quick wins stay aligned with each other.
• A shared vocabulary with delivery partners. “Addressable by HDI” gives your team and your suppliers a precise, common way to talk about which friction needs ecosystem-level coordination rather than a point fix.