Rocket Mortgage: Products & Pricing

Rocket Logic Products & Pricing is the next generation pricing service that takes the complexity out of selecting the best product for the client. Rocket Mortgage offers many different loan products from big lenders, and there may be one or many products that will fit a client’s financial situation and home buying goals. Rocket Logic is an internal application that will overhaul the Rocket Mortgage loan origination process - from application to closing.

Jobs to Be Done

  • As a banker, I need to be able to quickly and effectively select a loan product and adjust the structure to align it to the needs of the client and the business.

  • As a banker, I need to be able to present the loan product option(s) to my client with speed, accuracy and clarity. Providing the right loan product will ensure the client gets the loan they need and can close on their house.

Project Goal

Increase Usability & Enhance banker Experience

Banker feedback at the end of 2022 indicated that the tool was negatively impacting banker productivity and was unusable. As such, senior leadership engaged with the design organization and I was placed on the team to help gain clarity around what ‘unusable’ meant and provide a bridge between engineering and internal users.

Strategy

  • Stakeholder workshops for alignment and scoping

  • Opportunity solution tree and assumption mapping

  • Component audit

  • Alignment to UI/UX best practices

Timeline

All user-centric features were being worked on concurrently with an overall timeline of 6 months (01/23 - 06/23).

Before: January 2023, Purchase and Refinance Loan UIs

After: June 2023, Enhancements

Results

After 6 months of usability related enhancements and continuous testing with users, the application was receiving more positive feedback from bankers and the engineers had a better understanding of user behavior.

Client Quotes

I like this payment breakdown, it’s a lot easier for me to explain this to the client. - Triple Crown Banker

I like that it’s all compact here so there’s less scrolling. - Executive Banker

Love the layout. Beautiful! Wow! It’s really easy on the eye, everything is organized and clean. - Banker

Design Process

Continuous Discovery Research & Design

Following the continuous discovery methodology, I facilitated 4-5 workshops with stakeholders to answer these questions and gain a better idea of how to proceed from a scoping perspective:

  • What did usability mean?

  • What was already in the roadmap?

  • What were some easy wins?

Heuristic Evaluation of Components

One of the fastest way to increase the usability was to do an analysis of the current components being leveraged to see if they aligned with UI/UX standards (NN/g, Rocket Design System, Material Design System).

I analyzed the complexity and gaps between components within the Products & Pricing application and assessed them based on the following criteria:

  • current available states (interaction)

  • current functional behavior (observed)

  • intended component functionality (engineering feedback)

  • user expectations (based on industry standards and feedback)