REFI FAST PASS
Helping Rocket Mortgage clients quickly find a refinancing solution
Stock Image
KEY GOAL
Leverage the pre-fill functionality to show existing client’s their potential home mortgage refinancing solutions faster while also prioritizing the data necessary to produce a solution.
I interned on Rocket Mortgage's Product Strategy team as a UX Strategist during Summer and Fall 2020. I directly contributed to the Rocket Mortgage Application team.
HIGH LEVEL TIMELINE
MAKE OF THE TEAM
This project took 4 weeks to complete.
User Interface Designer
Content Writer
UX Strategist (my role)
SYSTEMS USED
Sketch
Miro Board
Invision
Usertesting.com
UNDERSTANDING THE ASK
My role as the UX Strategist was to create the user flow for this product, conduct un-moderated user tests, and provide feedback to my collaborators in order to shape the content and design to best serve our customers.
To kick-off this project, I worked with key stakeholders on the Rocket Mortgage Application team and reviewed the “stage setting” materials which clarified the goal for the project. This included a deck detailing each page of the current refinancing experience.​
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After confirming the minimum data points required to see a solution, I created a new flow to capture the client’s experience
The original user flow for refinancing which I reworked to incorporate refi fast pass
The new user flow I created after meeting with stakeholders to understand the project's goal
BREAKING DOWN THE RESEARCH PROCESS
I prioritized asking for feedback and quickly iterated a modified version of the flow which was used to create an Invision prototype.
Throughout my experience at Rocket Mortgage I made it a priority to ask for feedback often. This helped strengthen new relationships quickly because I showed I was open to receiving criticism and iterate quickly. It also increased the quality of my work overall which my team appreciated.
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Once the user flow was thoroughly developed, the UI designer created two versions of high fidelity wireframes to capture the flow. Next I conducted user tests to determine which version was best.
The final state of the user flow after multiple rounds of feedback and development
USER TESTING
It became evident that there were two competing ideas emerging (minimum data points vs. creating a complete picture of the client). The pod came to the consensus it was time to conduct user tests.
While it seemed the the fewest data points would be the easiest for the user to navigate on their own, it became clear after reviewing an example of a wire frame designed with the fewest data points provided a disjointed experience for the user. With too little information, the user may struggle to confirm their data as their own which was a key component of the flow.
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In order to address this issue, we decided to conduct a user test, to identify the best path forward. There were two sets of wireframes developed, one with the bare minimum and one with provided a fuller picture of the user making it easier for them to confirm their identity.
This diagram outlines the differences between the two sets of wireframes which were tested
On the left is an example of a wire which provides a fuller picture of the user's information, which they need to verify, and on the right is the bare minimum data points which provides very little context with which to confirm your home mortgage.
TITLE OF THE CALLOUT BLOCK
LESSONS LEARNED
User testing revealed that version one created a cohesive story of the client’s information, where as version two felt disjointed because of its brevity and did not make for a faster experience.
This project taught me that less is not necessarily more and to test user behavior quickly and often in order to find the best results. Refi Fast Pass continued to evolve beyond my involvement. My contribution helped get the ball rolling on this project and I'm grateful to work on a project that was integral to the business. ​
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I gained confidence in my understanding of the product and ability as a UX designer and researcher.