Creating better access for users
The best self-service begins with intentional access to information. With the right details, shared in a timely manner, users can feel confident in both the service provider as well as their own ability to complete the task at hand.
Why should we care?
A clear opportunity
& a solution worth pursuing
In 2025, a digital experience with no notification structure seems unheard-of — and yet, the account platform for Rocket Mortgage servicing clients was just that.
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Instead, years of peace-keeping between stakeholders, design, and tech created an irresistible bandaid:
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"Let's just add a banner to the Dashboard."
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A statement no designer, content or UI alike, was satisfied to hear.​ It was a misuse of the component, if nothing else. And while it was a simmering pot yet to draw serious attention, I knew it this was a risk we couldn't afford to ignore.
Ruthless prioritization: a phased approach
Define the component
With clear rules of use and requirements that define and differentiate use of banners and notifications, we can move closer to proper application of components within our design system. And by creating this standard, we can keep pace with larger ecosystems, like iOS.
Establish scope with tech
With (realistic) consideration to the journey required to reach our desired goal, connecting with tech partners as soon as possible was integral. From there, collaboration on scope of release, iterative updates, and alignment on continued collaboration throughout the build were our next focus.
Organize by category
By creating a system for notifications and the application of specialized categories within that system, we can further evolve the presentation of both time-sensitive account updates and promotional offers available to them.
Outline waterfall release plan
In coordination with product, tech, design, and research partners, a release plan would be built collaboratively and would look room for any necessary shifts along the way. And while this priority would be time sensitive, there would be a defined timeline for continuous feedback and improvements.
Time to take action
Considering all the details and the potential importance of such a development to our digital experience, I took the initiative to push the conversation further into the spotlight: I created a proposal and presented in to my leaders and partners in design, product, and research.
