Digital advisory tools are increasingly used in mortgage advice, yet their effect on the human dimension of advisory meetings is not well understood. This thesis examines how such tools influence negotiation dynamics and advisor-client interactions during mortgage extension meetings. The central question is whether digital tools support or constrain the advisory conversation, and how they shape trust, meeting structure, and the ability of clients to participate in negotiations.

A qualitative research design was applied. Nine semi-structured interviews were conducted with six client advisors and three experts representing the areas or mortgage business, advisor training, and advisory process design. The interviews explored how digital advisory tools are used in practice during mortgage extension meetings, how they affect the advisor-client relationship, and where their functional limits lie. The responses were analyzed to identify recurring patterns regarding trust, meeting structure, advisor autonomy, and client participation.

Digital advisory tools play a central role in structuring advisory meetings and presenting relevant information, but they do not replace the interpersonal dimension of the advisor-client relationship. Advisors described the tools as valuable for visualizing interest rate developments, mortgage scenarios, and clients’ overall financial situations. By increasing transparency and traceability, the tools strengthen cognitive trust and the credibility of recommendations. Effective trust, however, still depends mainly on personal interaction, such as eye contact and adapting to individual needs. This factor is especially relevant for older clients, who value personal contact and physical documentation. The tools provide a standardized framework that advisors generally do not perceive as limiting their flexibility; they retain control over content and flow. The main limitation concerns client participation: certain aspects of mortgage pricing remain neither visible nor adjustable within the tools. Future developments should make pricing more transparent within the interface, so clients can better engage with the factors subject to negotiation, without restricting advisors’ autonomy.