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