As any person who has gone through the process will attest, getting a mortgage is the biggest, scariest, and most complicated financial decision most people will ever face. In addition to all that is required from the buyer, the lender has to deal with many different factors, such as constantly changing regulations and guidelines, various department needs, protocols, and so on. Israel Discount Bank understood that updating this process to the digital age is not only going to be a common expectation on the client side soon but is also to their benefit to help reduce overheads and increase efficiency. That is why they asked Zemingo to head the digital transformation process of one of their most complicated and important products.

The end product was a mortgage process that, on the one hand, can be completed entirely online (Among the first globally), but on the other hand, includes service design recommendations and guidelines that are intended to make the digital transformation more gradual and smoother for the user -- such as follow up and confirmation phone calls after receiving an initial offer, suggesting consultation meetings at particularly complicated steps, and a final meeting at the end of the process to “shake on it”, adding a psychological assurance to the deal.