Discount Bank
The biggest financial decision, fully online.
With Discount Bank we designed the mortgage process so it could be completed entirely online: research, service design, a design system and post-launch work.
- Sector
- Finance · banking · mortgages
- Scale
- research, CX, design
- Result
- online mortgage launched
The context
A mortgage is the biggest and most complex financial decision most people make. On the bank's side, the process runs through changing regulation and guidelines, many departments and protocols. Discount Bank saw that customers would soon expect a digital process, and that the move would also cut operating costs.
What had to change
Move one of the bank's most complex and important products online, without leaving the customer alone with the decision.
What we did
- Research
- Strategy
- Service design
- UX
- UI
- Design system
- ResearchIn-depth interviews, market trends, design-thinking workshops and concept validation.
- Strategy and serviceProduct strategy, journey mapping and service design around the process.
- DesignInformation architecture, interaction design and a design system for the flow.
- After launchOptimizing the product based on real use.
Key decision
Fully online, with a person at the hard steps.
The whole process is available on screen. Alongside it we defined service recommendations: a follow-up and confirmation call after the first offer, and an offer to meet an advisor at the most complex steps.
A meeting to close.
A final meeting at the end of the process, to shake on it and give the customer confidence in the decision.
Results
A mortgage process customers could complete entirely online launched (c. 2021), with a service model that combined the screen and a human advisor.
When you work with Zemingo, it's always fresh. They don't rely on old concepts… They take the challenge in a totally fresh way.
Who was on the team
Research, strategy, CX and design: Zemingo
