Helping customers answer “Am I okay?” about their loan, without calling in.
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 by making loan information clear enough to self-serve.
Timeline
May – Aug 2022
Team
2 UX interns, PM, PO, engineers, UX writers
Role
UX Design Intern
Goal
Help customers self-serve instead of calling in.
Rocket receives thousands of customer calls every day. We needed to reduce call volume by helping customers find answers on their own.
The solution
Interact with the prototype ↗→
How did we get there?
Customers didn't understand what was going on with their loan.
We followed a double diamond: discover and define the real problem, then develop and deliver.
Research
Heuristic analysis, user feedback, and business partners.
200+
pieces of past user feedback reviewed and grouped into themes
Prioritization
Which opportunities should the loan page take on?
We looked for opportunities that serve both the business and customers. An earlier chatbot attempt fell short, so redesigning the loan page was the more effective path.
~50%
of customers didn't understand their loan or why this month's payment was so high
Reframe the problem
How might we make customers' loans more transparent?
Concept development
Information hierarchy and loan language.
Loan info hierarchy
- 1Priority guide: a snapshot on the homepage leads to a detail page without overload.
- 2Layered data: plain loan language with the option to drill down.
Design exploration
Medium-fidelity designs and wireframes.
Sketches turned into mid-fidelity flows we could put in front of users, shaped by critique from PMs, engineers, design system teams, and peers.
Usability testing
Findings and iterations.
5
participants tested the mid-fidelity designs
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.
Challenges
- 1Learning fintech and mortgage concepts quickly.
- 2Mapping customer mental models and experience blueprints.
- 3Exploring the Rocket ecosystem: Mortgage, Homes, Loans, Solar, and Money.
Takeaways
- 1Understand the real problem before designing.
- 2Ask for focused feedback in critiques.
- 3Explain the reasoning behind design choices.
- 4Stay open to new ideas and tools, and keep asking questions.
Next steps
- 1Hand off to engineering and stay in close contact through meetings and progress reviews.
- 2Resolve design issues as they come up and keep the experience consistent across platforms.