Rocket Mortgage Payment

Screenshot of original payment center designs. — The previous Rocket Mortgage Payment experience

context

Over 500,000 customers pay their mortgage online every month. It’s Rocket’s most used servicing experience! Based on a data points from our call logs and user complaints, it was clear the page was ready for a redesign.

Business Goals

Decrease payment related calls to support
Decrease duplicate payments

Team

Jenna McGill - Content, Ashley Wykowski - Product, Alex Panganiban - Research, Alex Hamilton - Development

A visual of the steps taken to complete this work show in a double diamond — Steps in the process

Project Wins

The project was delivered in August and since then, we’ve seen:

Decreased duplicate payment related calls by 36.91%!
Decreased payment related call volume by 10.34%

Screenshot of redesigned payment center — Redesigned Rocket Mortgage payments experience

Screenshot of redesigned autopay set up — Redesigned autopay