Redesigned Onboarding Flow for Rocket Assist
clients felt that the tailored responses would be helpful for their home-buying journey and stage.
“I like that it realized that the home has a pool so I would need a pool inspection done too and it’s giving relevant information…”
clients liked that inspector recommendations were from their realtor, felt this was personalized & they could trust them more.
“I like the inspector recommendations from my realtor, rather than those who paid for advertisement on this app.
clients felt that prompt chat transfer or actionable alternates proposed would be a relief.
“I also really like that it gives me the option and the wait time to connect to a human being for stuff that is sensitive…”
Metrics and quotes taken from the project’s usability test conducted with Rocket Mortgage clients
Rocket Assist Home-Buying Assistant for Rocket Mortgage
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Problem Space
First-time homebuyers often feel unprepared after their offer is accepted, facing a flood of tasks in a tight 7–10 day window. Generic, non-personalized guidance makes it unclear what to do and why, driving clients to call support and eroding trust.
Client Needs
Clear, personalized guidance for their unique loan journey
Transparency into deadlines, documents, and next steps
Business Goals
Reduce agent call volume and strengthen self-service experience
Increase client trust and retention in a competitive market
Solution
I designed a personalized experience within the Rocket Mortgage’s chat assistant that gave homebuyers contextual guidance, clearer task support, and direct access to the right team when needed. By introducing enhanced UI, the experience reduced confusion while improving trust in the process. Validated through user testing and product feedback, several of these features are now under consideration for the company’s future roadmap.
Timeline
May- August 2025
Industry
Fintech
Contribution
Conversational Design
Product Design
Collaborators
Conversational AI Designers
Product Designers
Design Researchers
Product Managers
Business SMEs
Homebuyers often feel unprepared after their offer is accepted, facing a rush of deadlines within a tight 7–10 day window.
Generic, non-personalized guidance across the Rocket Mortgage web and chat interface makes it difficult to know what to do and why.
This drives 72% of clients to seek help via chat, in turn increasing agent calls and risking client trust in Rocket Mortgage and retention due to a lack of transparency and support.
Solution #1
Solution #2
“I like that the inspector cards are easy to navigate and they are simple in design, I can see everything clearly”
“...I like that there is a direct link to the report and that there are highlights of the report. I like that I could download it instantly.”
Solution #3
“Overall, I am a big fan of the flow of connecting to a person when required and that the chat history is not deleted.”
“...I also like that it would notify me through the app when the person is available and I don’t have to save random numbers on my phone.”
Reflection
This internship taught me the value of working collaboratively within a mature design ecosystem. By sharing work early and involving stakeholders throughout, I built alignment and gained buy-in for key design decisions.
Immersing myself in the unfamiliar U.S. mortgage and FinTech space, I actively learned from my team to quickly understand the domain and company goals. This enabled me to connect user pain points with Rocket Mortgage’s long-term product vision.
Dana Lee
Director, Conversational Design
Rocket Mortgage
Amanda Matzenbach
Mentor & Conversational Designer
Rocket Mortgage