Rocket Mortgage Payments Redesign
When it comes to homeowners, having easy access to make your mortgage payments is about as high-stakes as it gets. That's why evolution is necessary, and listening to your users in the only way to do it right.
Objective
With a payments experience that had gone without any updates in what amounted to years, I worked with several design and research partners to reimagine a payments structure that would increase user confidence while lowering any cognitive burden.
Simplify the
user flow
Establish a clear, step-by-step user path to scheduling monthly and other payments that helped the user's sense of control, clarity, and success.
Unique payment
options
Incorporate important options for making payments based on user feedback, like the ability to add extra principal to their monthly payment.
Easier access to self-service
Create clearer access to information and opportunities that help users take action and experience success, like when setting up biweekly autopay.
Clear view of payment status
Incorporate components across the experience that allow user's a well-rounded view of their current payment status, ensuring they know for certain.
User struggles
Our old design for payments left users less than satisfied, often resulting in:
Users questioning if their payment was successful
After scheduling a payment, our old experience often left users wondering if that payment was actually successful.
Users making
double payments
Describe one of your services
Users giving negative
net performer scores
Describe one of your services
old payments design
2025 payments redesign
Users needed clarity in simpler terms
By revising the components used, the position of a payment summary, and including more choice on the part of the user (like the ability to add fees to the payment they're scheduling), we could position the user to have more clarity, more access, and more visibility into each payment they schedule.