How Simplify won UKCXA Gold for Best Digital Transformation by putting people at the heart of home moving
Moving home should feel like one of the most exciting moments in someone’s life, not the most stressful.
Yet for many, the traditional process is slowed by complexity, uncertainty and fragmented communication.
The UK Customer Experience (UKCXA) Gold award for Best Digital Transformation recognises how we’ve reshaped that experience, making it simpler, smoother and less stressful for home movers and introducer partners alike.
The challenge (and why it matters)
Conveyancing has long been characterised by delays, paper-heavy processes and limited visibility. For home movers, that means stress and uncertainty at a pivotal life moment. For introducers, it can mean reduced confidence, slower transactions and missed opportunities.
We knew that to get closer to our ambition to ‘simplify moving’, we had to rethink not just our technology, but the entire experience, from initial instruction through to completion.
What wasn’t working
Ask any estate agent which gripes with conveyancing home moving customers come up with the most, and they’re sure to say slow progress, irregular and reactive updates and what feels like unnecessary repetition. Research on introducers, meanwhile, reveals that estate agents want more transparency, smoother collaboration and improved conversion.
Behind the scenes, skilled conveyancers were spending too much time on traditional administrative tasks, limiting their ability to provide the proactive communication and care that customers value most.
What we changed
Guided by our values—Care, Innovate and Inspire—we redesigned our operating model around a simple principle: technology should enhance human expertise, not replace it.
We introduced:
- Smart automation and AI to remove repetitive tasks and speed up onboarding and document handling
- Integrated ID and Source of Funds solutions to reduce duplication and simplify early-stage steps
- Enhanced support structures so conveyancers can focus on delivering expert legal advice, case progression and customer care
The transformation
This wasn’t a single change but a coordinated transformation across more than 20 workstreams.
AI-powered tools now process documents in seconds, while automated workflows keep cases moving without unnecessary delay. Customers receive tailored onboarding support and clearer guidance, while introducers benefit from earlier access to key information and improved tracking.
At the same time, we rebalanced roles, freeing our people to spend more time on looking after home movers throughout what can be a daunting process, especially for first-time buyers.
The impact on customers and colleagues
For home movers, the journey is now more transparent, predictable and supportive. They can track progress, complete key steps quickly and speak to experts when it counts.
For introducers, improved visibility and faster progression mean better client outcomes and stronger relationships.
For colleagues, removing administrative burden has created space to focus on meaningful work, thereby improving both engagement and service quality.
The results
- 10%+ improvement in conveyancing efficiency within nine months
- 9% uplift in sales conversion through AI-driven call insights
- 93.25% introducer satisfaction, up from 90.92%
- 8,000+ five-star Trustpilot reviews from home movers in a single year, with all Simplify’s law firms rated ‘Excellent’
We also demonstrated outstanding scalability, successfully completing 6,500 transactions in the five days before the 2025 Stamp Duty deadline.
What the judges said
A strong transformation story, fixing a problem that has been plaguing the conveyancing industry and its customers for decades. The results stand out, particularly the efficiency gains, financial uplift, and the volume of 5-star reviews – trust is hugely important during a stressful period. The balance of automation with human care is a valuable principle.
What it means
- For home movers, it means a smoother, less stressful move
- For introducers, it means a wholly reliable, transparent conveyancing partner with unmatched scale
- For colleagues, it means a more rewarding and future-ready way of working that allows them to focus on providing excellent legal advice and service excellence
Most importantly, it brings us closer to our vision of a single, seamless digital journey where every step of home moving journey feels like a breeze.