Digital Mortgage Application Platform

The Client

A major retail bank processing hundreds of mortgage applications every month. The bank serves a large customer base and operates under strict regulatory requirements, including identity verification through multiple government databases.

We can’t name the client due to confidentiality, but the engagement led to multiple follow-up projects – which says something about how it went.

The Problem

Before this project, getting a mortgage at this bank looked like this:

• Walk into a branch. Sit with a banker. Fill out paper forms.
• Go home. Collect documents. Come back.
• Wait for the banker to process your request. Call to check status.
• Receive document requests by email or phone – and hope nothing falls through the cracks.
• Wait weeks for a decision, delivered by mail.

The process was slow, paper-heavy, and required a large team of bankers just to handle the volume. Information sent by email got lost. Follow-ups depended on individual bankers remembering to act. Customers had no visibility into where their application stood.

What We Built

A complete digital mortgage application platform. The customer never visits a branch until the final signing. Everything happens online – forms, identity checks, document uploads, e-signatures, and a personal portal for ongoing communication with the bank.

The Application Flow

The process starts from a link on the bank’s commercial website. From there:

1. Initial form – The applicant fills in basic details. OTP-based identity verification creates a secure community user account.
2. Business approval stage – Background checks run against multiple government databases. The applicant doesn’t see this – they just move through form steps based on what the system finds.
3. Preliminary approval – More detailed information collected. Conditional logic routes applicants through different paths depending on their specific situation (property type, number of applicants, income sources).
4. Document collection – The system requests specific documents based on the applicant’s profile. No generic checklists – each applicant sees only what’s relevant to them.
5. In-process e-signatures – Documents generated during the process are signed on-screen. For multiple applicants, a signature routing flow handles the sequence automatically.
6. Mortgage simulator – Approved applicants access an interactive tool showing repayment paths with graphs and per-track financial data.
7. Personal portal – After final approval, the applicant gets authenticated access to a portal where they communicate with their assigned banker, upload additional documents on request, and track progress to closing.

Technical Architecture

This wasn’t a simple form-to-Salesforce project. The data model included 13 custom Salesforce objects with over 110 fields – covering mortgage records, applications, properties, applicants, income sources, liabilities, approvals, and integration logs.

Core architecture principle: clear separation of concerns. Titan owns the UI and process orchestration – everything the user sees and interacts with. Salesforce owns the business logic, data model, and external integrations. The two communicate through Push/Get and Apex callbacks, with Titan Flow managing the user journey and Salesforce Flow managing backend operations.

Titan Side

• Single-page architecture with stepper – The entire application flow runs as one Titan project using a stepper pattern. No page reloads between steps. This was critical for mobile performance – most applicants use their phone.
• Loop-based rendering – Dynamic form sections built with loops instead of duplicated elements. Fewer elements means faster load times on mobile.
• Titan Flow – Orchestrates the multi-step process, handling conditional routing based on data received from Salesforce at each stage.
• Titan eSign – In-process document signing for individuals. Multi-signer flows handled through the portal stage via Salesforce Flow triggers.
• Responsive design – Pixel-perfect implementation from a complex Figma design across desktop, tablet, and mobile. This actually required pushing Titan to adopt dynamic viewport units – a change that made the entire platform more flexible for everyone.

Salesforce Side

• Apex integrations – Real-time connections to government identity databases and credit systems. Titan waited for results and routed the applicant accordingly.
• Salesforce Flows – Internal bank processes, approval routing, document generation triggers, and multi-signer eSign sequences.
• Community user management – Secure authenticated access for the customer portal.

The Design Challenge

The bank hired an ambitious design agency that delivered a Figma file with very high visual standards. The requirement was pixel-perfect across all screen sizes – phone, tablet, desktop.

At the time, Titan didn’t support the dynamic CSS units needed for this level of responsiveness. We worked directly with the Titan product team to get viewport-relative units added to the platform. It caused some friction, but the result was a responsive system that actually worked as designed – and every Titan customer benefits from it now.

This project proved that Titan can handle enterprise-grade UI requirements. It’s the most complex Titan project we’ve built from a design perspective, and it set a new standard for what’s possible on the platform.

Results

Technology Stack

• Titan Forms – Multi-step application with conditional logic and real-time validation
• Titan Web – Authenticated customer portal for post-approval communication
• Titan Flow – Process orchestration across form stages
• Titan eSign – In-process and multi-signer document signing
• Titan Docs – Document generation during the application process
• Salesforce Apex – Government database integrations and credit checks
• Salesforce Flow – Internal bank workflows and approval routing
• Salesforce Community – Secure user management for portal access

What We Learned

This project taught us a few things we carry into every engagement since:

• Single-page stepper beats multi-page – For mobile-heavy users, keeping everything in one Titan project with a stepper pattern eliminates load times between steps. The experience feels instant.
• Push the platform when needed – When Titan didn’t support what the design required, we worked with the product team to get it added. The result was better for everyone.
• Limit background processes to wait points – Running too many background checks in parallel can slow the user experience. We learned to batch these at natural pause points where the user expects to wait.
• Design-first works – Starting from a high-quality Figma file (even an ambitious one) produces better results than designing inside the tool. Titan can handle it.