For years, the mortgage industry has framed “friction” as a technology problem. If the application is faster, if the disclosures are digital, if the underwriting is automated, then the experience must be improving. But friction in mortgage lending is rarely about how quickly someone can e-sign a document. It is about uncertainty. It appears when borrowers do not know what happens next, when a pre-approval arrives without a clear understanding of true cash to close, and when momentum replaces...