Curiosity, data, and a deep focus on customer experience: fieldnotes on creating MPowered Rewind 2024

Words by Ariana Alayza , Product Marketer

This article first appeared on our blog

Before becoming a Product Marketer at MPowered Mortgages, my background as an anthropologist took me to unique and often unfamiliar environments - skateparks, libraries, public transport, you name it. These experiences, no matter how different, taught me one common lesson: the most meaningful insights emerge when deeply focusing on customer experiences.

Fast-forward to this year, embarking on my journey working at MPowered Mortgages has been no different. Diving into the unfamiliar world of tech, the mortgage industry, and the company’s latest innovations, I have found that the driving force behind the quick, simple, and innovative mortgage solutions offered, is once again, a deep focus on customer experience.

Contributing to the release of MPowered Rewind 2024, our broker yearly roundup, is where it all came to life. Both an opportunity to learn more about the company and how we help our broker partners succeed, this experience inspired me to compile my thoughts as fieldnotes - ‘findings’ or ‘reflections’ inspired by my anthropological background. Here’s what I learned about how curiosity, data, and a deep focus on customer experience are central to both MPowered Rewind and the mission of MPowered Mortgages in general.

Fieldnote #1: A yearly roundup focused on the customer

It's no surprise that focusing on the customer can transform a simple concept into something truly impactful. Let’s take, for example, Spotify Wrapped. Over the past few years, it has almost felt like Christmas comes early each time Spotify Wrapped launches. During this time of year, phrases like “Spotify Wrapped Eve” resurface, and our social media feeds are flooded with posts showcasing top songs, favourite artists, and total minutes of listening. While factors such as clever marketing and eye-catching visuals contribute to the success of this initiative, the true magic lies in its customer-centric approach. It’s a celebration of the listener and a reflection of their unique experience.

In the same way, MPowered Rewind 2024 is a celebration of our brokers and the hard work they’ve done this year placing cases with us. Unlike a typical business review filled with standard metrics, MPowered Rewind is a broker-centric account, providing a personalised and visually striking review of each broker's journey over the past year. By giving them a chance to reflect on their year, discover products that can enhance future experiences and, find motivation for the year ahead, it serves as a tool packed with insights for both our brokers and us. Our brokers’ success aligns with and reflects our mission to support them, and this year, we’ve made sure to add extra features to enhance their experience.

Fieldnote #2: We’re back – and better than ever

A key focus in crafting this year’s MPowered Rewind has been engaging our brokers’ interests and curiosity through exciting new features. Besides a refreshed design and the standard personalised performance breakdown. We’ve introduced exciting new categories to recognise broker performance: - Legendary: Top performers across multiple categories. - Innovative: Brokers who experimented the most with our tech products, finding smarter, faster ways to work. - Go-getters: Brokers who soared past last year’s metrics and hit their goals like shooting stars. - Balanced: Brokers who achieved their goals while showing untapped potential. Of course, we’ve also saved one special place for our MPowered Broker of the Year – the one with the highest overall performance. We’re sure these new additions will bring this year’s numbers to life, and even bring anticipation for what will come the following year: What type of broker will they be? How will they rank? Will their numbers beat the yearly averages? The possibilities are endless, and we’re excited to see how our brokers rise to the challenge!

Fieldnote #3: MPowered Rewind - a testament to our business

Helping bring this year’s MPowered Rewind to life has been a journey as exciting as the Rewind itself. Immersive and inspiring, the process felt like concentrating the very essence of our business into one powerful project. It brought together the creativity of our design team, the big ideas of marketing, the precision of data analysis, and the results fueled by our seamless operations. But MPowered Rewind is more than an isolated project - it’s a microcosm of MPowered Mortgages’ mission and its essence as a business. It’s a bridge connecting us to our brokers, offering a clear, compelling view of how we’ve helped them achieve their goals. At its core, MPowered Rewind is a testament to who we are: a forward-thinking business driven by curiosity, powered by data and AI, and grounded in a deep focus on customer experience. It’s not just a recap of the past year; it’s a celebration of everything our brokers can achieve, meeting at the crossroads of curiosity, data, and customer experience.

Don’t miss out! – MPowered Rewind 2024 is out

This year’s MPowered Rewind has a fresh new look and additional, exciting stats, showcasing all the highlights and insights just for you. Curious about what type of broker you were or how you performed? Check it out now and get inspired for the year ahead!