• December 1, 2023
 What Do Consumers Want?

What Do Consumers Want?

On 15th March, some of the Arken.legal team were lucky enough to have an in-depth conversation with David Mort, Director of the famous IRN Research Reports. We discussed the findings from his two latest reports:  

      1. The UK Wills & Probate Market Consumer Research Report  


      2. The UK Wills, Probate & Trusts Market Report  

There was so much discussed that we’ve had to break down our findings into two blogs. In this blog, we describe our conversation around what consumers want… and it looks like they want convenience and low costs. These findings raised questions for us, about how other areas of law were making client engagement more convenient and how best to make Wills more profitable in the face of shrinking margins. 

Read on to get to the nitty gritty. 

Consumers want convenience.

Since the last consumer survey, back in 2020, there’s been a big increase in the number of people that are reportedly comfortable with online delivery services, such as online consultations and the online witnessing of Wills. Yet, it’s not readily available…  

Contrast this with the high percentage of adults that still don’t have a Will… and it raises the following question.  

If creating a Will was more convenient, would more people, do it?

Other legal practice areas, such as conveyancing and to a lesser extent, family law, are utilising online delivery services in varying forms. It’s a trend that can be seen across the whole legal industry, and consumers are ready for it.   

Organisations in the Wills and probate space, especially the lower volume players, will want to think carefully about the technology they invest in and where it can have the biggest impact for them. It’s easy to foresee a market of a few high-volume players, who’ve utilised digital solutions, dominating the online space.   

Consider the new disruptors that have entered the market. They use online questionnaires that consumers complete and then task a professional to review the information and draft the Will for the client. Essentially, getting the consumers to do most of the legwork for them! This keeps their costs down, but also offers convenience for the consumer and means they can reach a wider audience online.   

Consumers want low cost… so how do you make Wills more profitable?

Fixed fees for Wills are now dominant in the market, and there’s pressure from the competition to keep driving the price down… this raises yet another question!   

In the face of low margins, how do you make Wills more profitable?  

The reports suggest that there’s a small, but growing number of organisations offering wider, more holistic services alongside the Wills themselves. This could be more legal documents and arrangements, such as Lasting Powers of Attorney and Trusts. Or it could be through additional services, such as financial advice or funeral plans. In the future, Wills could no longer be considered a standalone service, but rather part of a more holistic service for the client.   

Another way to make Wills more profitable, is to drive efficiencies into the Will drafting process. Utilising instruction tools and drafting software helps to streamline processes from end-to-end, driving down the operational cost of producing each Will.   

Additionally, and somewhat of a *side note*, over the last three years of IRN surveys, the amount given to charity has increased. Firms that offer Will writing services could consider partnering with charities for potential leads, as well as other brands that move in similar circles.   

The opportunity is there. There’s an increase in the number of people expected to hit the inheritance tax thresholds in the coming years, and family structures are now more complex. There’s also an upcoming Great Wealth Transfer on the way. Over time, these factors will push more consumers towards professional advisors. Organisations will want to consider a partnership network and a digital footprint if they want to reach more potential clients.   

You can watch the full webinar recording with David from IRN Legal Reports Ltd here.   

To find out more about how to reach new clients online and how to streamline your document drafting process, visit our website or email us using info@arken.legal… and stay tuned for blog number 2! 

This article was submitted to be published by Arken.legal as part of their advertising agreement with Today’s Wills and Probate. The views expressed in this article are those of the submitter and not those of Today’s Wills and Probate.



  Transforming the global estate planning industry through advanced technology Arken.legal provides expert digital solutions for the private client and estate planning industry. Its solutions deliver business efficiencies and consistency across a practice, while enabling client acquisition through an improved customer experience. Built by private client solicitors, Arken.legal products are used by more than 500 firms including Legal practices, Accountancy practices, Will writers and Legal services businesses in the UK, as well as Trust companies in South Africa, Australia and New Zealand. With 29 years' experience and more than 6 million Wills having been created using its products, today Arken.legal is a software as a service business offering secure, cloud-based solutions. The Arken Product Suite Businesses are turning to technology to enable change, increase efficiency and futureproof their incomes to suit upcoming generations and demand. The Arken product suite is designed for just this – to maximise productivity, provide interactivity and lead generation, and manage risk. It can suit any business process – whether instructions are taken virtually, in an office, remotely or via telephone. For increased efficiency, reduced re-keying and a delighted client, book a demonstration today to find out how we can help your practice. Key Services Arken Professional: A comprehensive, up-to-date and secure document generation solution built specifically for the Private Client Sector. Built by lawyers, its industry-leading software has produced over 6 million Wills. Arken Professional is the only software solution specialising in Wills that is accredited by the Institute of Chartered Accountants in England & Wales (ICAEW). All the products on this scheme have satisfied a robust technical evaluation and are from companies that are financially sound and offer strong customer support, giving you that extra peace of mind. Arken Intestacy: The new way to increase leads and grow your business remotely.  A handy customisable tool for your website that demonstrates the circumstances if your prospective client were to die without a Will – they can then fill in their details and ask for you to help protect their estate. Arken Online Wills: A secure, online Will service. Will packs – which include a client’s Will, a Will commentary, and signing instructions – can be sent to the client immediately or reviewed before delivery. Arken Acquire: A digital fact find and lead generation tool. A tool that captures data from your clients, which is then used in the drafting of key estate planning documents. Simply email a link to your client and they can input key information that seamlessly flows into Arken Professional for drafting. Arken Lifetime: Create Inter Vivos Trusts in a fraction of the time. Trust Referencer: Get the latest on tax treatments and specific Trusts. Access the most up-to-date information to generate a personalised report for your clients, outlining the tax treatment that are relevant to both Testamentary and Inter Vivos Trusts. Arken Anywhere: The power of Arken on-the-move. Access an offline version of Arken Professional that will synchronise with your account once you’re back online. Arken API: A seamless transfer of data and reduction of re-keying. Details shared between your case management solution and Arken Professional.       Dave Newick, Chief Executive Officer of Arken.legal, said:
“We work in partnership with our clients to understand their key processes and provide the most efficient digital solutions for their Private Client business. The industry has begun its digitisation journey – it’s time to consider the best route within it for your business. Can you use technology to be more adaptable, more engaged, to provide a better customer experience? Can you use technology to automate low-level tasks, enabling you to focus on what really matters? It’s time to take the digital leap and benefit from the efficiencies it provides.”

          Testimonials Sophie Yates, Director, Fodens Solicitors Limited
“Arken is an absolutely fantastic tool. It is extremely easy to use and has helped our practices in Will drafting to a huge extent. I could not be without it now. I would recommend to any legal specialist looking to invest in Will writing software. Very cost effective too.”
Gemma Garen, Director of Quality and Compliance, Ellisons Solicitors
“We did a careful review of available solutions and chose Arken, as it has a very user-friendly and intuitive user experience, helped us with an improvement in our working practices, introduced time efficiencies and facilitated our ability to standardise our processes and mitigate our risks. The support team at Arken are excellent – very responsive and invested time to understand our needs. We had extensive support before and after going live. Arken is very easy to use, the templates are consistent and we have reliable support.”
Craig Webb, Head of Legal Operations, Brethertons LLP
“…Our staff have found Will drafting in Arken very easy to use and enjoy the questionnaire format which guides them through the process from beginning to end. It is very reassuring to know that our lawyers are all following the same process, producing Wills with a good level of consistency and that all clauses used are up to date. Preparing ‘mirror’ Wills is now particularly easy using Arken, and the systems’ intelligence to amend third person singular pronouns (he, she, his, hers), has eradicated these type of typographical mistakes. We have recently added Arken Acquire to our subscription and are looking forward to the further streamlining of our processes that this service can offer.”
Matthew Field, Director, SMR Solicitors
“We have found Arken to be a valuable tool for our private client team in terms of efficiency and consistency and we would highly recommend it to law firms looking for a professional solution.”
Eric Britt, Executive Consultant, Integrity Wills & Legal Services
"I have been using Arken Will writing software for a number of years, and have found it excellent, and easy to use. The support from the office has been exceptional whenever I have needed it, with a quick response and great patience at times. I would certainly recommend the software and also the company without any hesitation."
Contact Details
Address: Arken.legal (UK) Limited General Wolfe House 83 High Street Westerham Kent TN16 1PG
Tel: +44 (0)1732 867792 Website: www.arken.legal
LinkedIn: arken-legal
Key Contact
Name: Bethany Crease
Tel: (0)1732 867792
Email: bethany.crease@arken.legal
Arken.legal sponsors Today’s Wills and Probate Industry Champion Award