Building Confidence & Engagement in Mortgage Servicing
June - August 2025
OVERVIEW
During my time at Rocket, I worked on multiple initiatives within the mortgage servicing team. Most notably, I took ownership of the acquired client onboarding process, collaborating with stakeholders to align business and client needs.
ROLES
Product Design
Information Architecture
TOOLS
Figma
Figjam
Adobe Illustrator
01
SCOPE
We defined the problem space and aligned on business goals, client needs, and success metrics to guide the project.
What is Mortgage Servicing?
Don't know what Mortgage Servicing is? Don't worry, neither did I!
MORTGAGE SERVICING 101
Simply put, mortgage servicing is the ongoing management of a home loan after it's been issued. This includes:
Payments
Autopay
WHY we do it
Empower Through Empathy
Mortgages are often overwhelming for our clients. We use design to provide clarity and reassurance, helping them feel empowered.
HOW we do it
Learn, Iterate Repeat
We continuously test, measure, and refine our solutions to ensure they evolve with the needs and expectations of all our clients.
WHAT we do
Turn Complexity into Simplicity
We transform dense financial processes into intuitive, easy-to-follow experiences that reduce friction and confusion.
02
DISCOVERY
Through research and testing, we uncovered client pain points and opportunities that shaped our design direction.
When Change Arrives Suddenly
For many clients, being acquired means unexpected change. Suddenly, their loan is managed by Rocket, and it’s our responsibility to make that transition simple and reassuring.
CURRENT EXPERIENCE
Through collaboration with team members and stakeholders, we outlined the current experience for aquired clients.
PAINPOINTS
Information Gaps
Clients often receive minimal information about why their loan has been transferred, facilitating uncertainty, frustration, and lack of trust.
Authentication Challanges
Occasionally, when Rocket acquires a loan, some information is missing or outdated, making it challenging to authenticate clients.
Digital Disruption
When clients are brought over to Rocket, they often face a learning curve with our platform, increasing call volume for support.
Low Onboarding Engagment
Internal testing showed 85% of clients skipped onboarding across Rocket services. This revealed the need to provide resources that are not only engaging, but directly relevant to client needs.
MEASURING SUCCESS
CTR
What % of clients finish the entire onboarding experience, rather than dropping off midway.
Client Confidence
What % of clients report feeling confident navigating their Rocket account.
Reduced contact support
Reduce the % of support calls, specifically related to navigation or account access.
Feature engagment
What % of clients are engaging with promotions and other services after accesing their Rocket account
03
DESIGN
We translated insights into solutions, iterating on concepts and refining the experience to balance clarity, empathy, and usability.
Crafting the Experience
Our design approach was guided by four key philosophies drawn directly from our research findings.
IT SHOULD BE….
Mobile First Approach
"It Should Be Seamless"
Full Account Integration
Rocket is not only acquiring loans, but also clients’ existing logins. This allowed us to implement full account integration to help remove friction.
DESIGNING FOR EDGE CASES
Problem
Habits Die Hard
One thing we considered when designing this experience is that some clients may try signing into their previous servicer by habit or unaware their loan has been transferred.
Solution
Accommodating Habits
Instead of forcing clients to change behaviors immediately, we built a redirect flow that meets them where they are, seamlessly transitioning clients into Rocket.
"It Should Be Clear"
Informing with Clarity
Informing with clarity meant stripping away noise and timing information delivery so every detail was relevant and easy to process.
REDUCING COGNITIVE LOAD
Version 1.0
All at Once
In the initial design, all transfer information was presented on a single screen, providing a comprehensive overview but created overload that made scanning more difficult.
Version 2.0
Step-By-Step
Following our mobile-first practices, we shifted to a step-by-step flow, reducing cognitive load and improving focus by presenting one detail at a time.
"It Should Be Engaging"
A Moment of Delight
First impressions matter, so we designed this step to reassure clients they were in good hands while confirming their transfer with ease.
VISUAL STORYTELLING
We used visual storytelling to transform a routine transfer into a guided journey, helping clients feel reassured and welcome at every step.
"It Should Be Relevant"
Self Service Approach
The goal was to stay relevant and reduce friction. We built a self-service welcome tour where clients could engage with the features they needed.
Help, When It’s Helpful
Rather than disrupting the experience, we made the welcome tour available on demand, giving clients the freedom to explore on their own while still offering guided support when needed.
04
REFLECTION
Here I share the lessons gained from the project and the ways it shaped my perspective as a designer.
KEY LEARNINGS
That's all folks!
If you'd like to learn more about this project, feel free to shoot me a message on LinkedIn. Looking forward to connecting!
Message on LinkedIn
EXPLORE MORE WORK
"Creativity may be the ultimate exercise in autonomy"
- Aaron Lemos