Rocket Mortgage
Revamp Loan Page of Rocket Mortgage
The loan info page helps Rocket customers track their loan and discover more from Rocket Companies. The business goal was to reduce customer service calls. View my whole summer stories at Rocket ↗
Duration
May - August 2022
Team
2 UX Design Interns
Product Manager
Product Owner
Engineers
UX Writers
My Role
UX Design Intern
Current Stage
The loan info page before the redesign
Goal
Help customers self-serve instead of calling in.
Rocket Companies receives thousands of customer calls every day, which takes a lot of resources to answer. We needed to reduce call volume by helping customers find answers on their own.
Solution
Make loan information more transparent and help customers feel confident
The redesign
- Revamp the loan page of the Rocket Mortgage dashboard for clearer loan information.
- Build customers' confidence when applying for a loan.
How did we get there?
Customers didn't understand what was going on with their loan. “Am I okay?” was the question we set out to answer.
Research
Heuristic analysis, user feedback, and business partners
Heuristic analysis
- Reviewed how the dashboard's features work together.
Business partners
- Shadowed business partners and held calls to understand their pain points.
Prioritization
Which opportunities should we prioritize for the loan info page?
We looked for opportunities that serve both the business and customers. An earlier chatbot attempt fell short, so a redesign of the loan page was the more effective path.
Reframe the Problem
How might we make customers' loans more transparent?
Concept Development
Information hierarchy and loan language
Loan info hierarchy
- Priority guide: a snapshot on the homepage leads to a detail page without overload.
- Layered data: plain loan language with the option to drill down.
Design Exploration
Medium fidelity designs & wireframes
Sketches turned into mid-fidelity flows that we could put in front of users.
Critique & feedback
- Gathered input from PMs, engineers, design system teams, and peers.
Usability Testing
Findings and iterations
Findings & iterations
- We tested clarity, task completion, and comprehension.
Scroll down the loan page
- Customers scroll through the details and choose how much to see based on how well they know their loan.
Increase interactions
- The Payment Center links to other Rocket products and shows refinance eligibility.
Tooltips clarify jargon
- Tooltips explain monthly dues, fees, loan-to-value, and escrow.
Next Steps
Handing off and staying close to engineering
Plan
- Hand off to engineering and stay in close contact through meetings and progress reviews.
- Resolve design issues as they come up and keep the experience consistent across platforms.
What I Learned
Challenges and takeaways
Challenges ⛰️
- Learning fintech and mortgage concepts quickly.
- Mapping customer mental models and experience blueprints.
- Exploring the Rocket ecosystem: Mortgage, Homes, Loans, Solar, and Money.
Takeaways 🍥
- Understand the real problem before designing.
- Ask for focused feedback in critiques.
- Explain the reasoning behind design choices.
- Stay open to new ideas and tools, and keep asking questions.
