Unified Rocket Payment Experience
To provide a secure, consistent and efficiency payment flow in different Rocket Products.
Project Information
Duration:
March, 2023 - September, 2023
My Contribution:
Research in Payment, UX Audit, Define Design Principles, Redesign Payment Flow, Building Payment Visual Language.
Team Members:
2 designers, 1 content designer, 1 UX researcher, 5 developers and 2 PM.
Stakeholders:
Rocket Mortgage Servicing, Rocket Auto, Rocket Mortgage Originator, Rocket TPO, Rocket Loans and Legal Team.
Background
The Rocket Mortgage Originator product and Rocket Auto currently do not support digital payments for good faith deposits, an aspect that has proven frustrating for our clients. Furthermore, it's noteworthy to mention that other products within the Rocket company each have their own payment experiences with different design. This inconsistency can lead to confusion and dissatisfaction among clients. As a member of the Payment Team, I am dedicated to enhancing and streamlining the payment flow.
Current Rocket Mortgage Originator (RMO)
Challenge
Disparate goals
We support five products, with each team independently handling their payment processes through small iterations. Previously, there wasn't sufficient motivation or capacity to address the substantial technical and UX issues that spanned the entire checkout experience. Making significant improvements in the payment flow would require comprehensive collaboration from all teams.
Our Goals
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Business Goals
Multi products have shared a payment vendor is a good way to save budget.
Reducing calls by 15% as a KPI will significantly decrease the workload for our bankers
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Design Goals
Provide consistent payment for clients with security and transparency flows.
Reduce payment-related calls, saving clients time and confusion, and improve customer satisfaction.
Our Ultimate Vision
Our goal is to make paying for Rocket financial products effortless and convenient for our clients and to turn payments into a strategic advantage for our company. Provide a payments experience that helps our clients navigate life’s challenges and opportunities. (grey colors indicate they are new business and will support in the future)
Final Design At Glance for Rocket Payment Platform
Simplifying and unifying the payment process alone is not sufficient. According to our research, integrating payment management and digital wallet functionalities into Rocket is crucial. This integration is key for improving payment reliability and security, enhancing the user experience, and increasing convenience and accessibility.
A payment dashboard is critically important to our clients for several reasons. Primarily, it offers personalized insights into home purchasing and refinancing opportunities, directly on the dashboard page. This personalization not only empowers clients with tailored financial management tools but also fosters a deeper engagement with our services. By providing these insights, we not only enhance our client's ability to make informed financial decisions but also encourage continuous utilization of our services. This, in turn, drives the expansion of our business by building a loyal client base that values the actionable intelligence our dashboard delivers
Final Design At Glance for Rocket Mortgage Originator (RMO) in Web and Mobile
Process
From Payment Flow Audit & Interview, we found
Not only visual is different but also the flows are different.
Two payment types in rocket products: One-time payment vs Recurring Payment.
Current Payment Design Among Different Rocket Products
Inconsistent Visual
Painpoints
One-time Payment:
Clients have to call bankers when paying a deposit for RMO or Rocket Auto and hard to get a quick response.
Recurring Payment:
How to avoid double payment.
How to know what are the different benefits when choosing different payment options.
Need more payment options to support my financial condition.
Overlapping Painpoints in Recuring and One-time Payment:
Different Payment Flow Confused Clients.
Security & Privacy Concerns.
Opportunity
How might we standardize and streamline the payment experience for clients among all rocket products in one time and recurring payment?
Solution
01 Shortened Payment Steps
02 Standardized the Payment
03 Unified the Visual
04 Add Digital Payment in RMO & Rocket Auto
05 Recurring Payment Redesign
O1 Shortened Payment Steps
Create One Page Payment
Current Payment
Proposed Payment
In every payment flow across Rocket products, users must either input new payment methods or utilize previously saved payment information, along with billing details. Currently, each product requires 3-5 steps to complete this task. Consolidating these into a single page would greatly simplify the process, enhancing efficiency for clients.
O2 Standardized the Payment Flow
Standardize the payment process by creating a shared document for every team. This approach ensures adherence to established guidelines and effectively maintains design consistency across all projects.
O3 Unified the Visual
To ensure a simple and consistent user experience, we have developed payment components and patterns designed for integration into the payment flows across all products. These components not only streamline the process but also uphold our visual language, enhancing overall user interaction and satisfaction.
Card View - Have Saved Payment Methods
Dialog View - Add Extra New Payment Method
04 Add Digital Payment in RMO & Rocket Auto
How do we improve the payment flow in recurring payment
Recurring payments are much more complex than one-time payments. Applying new payment steps and visuals is not sufficient.
Interview and Usability Testing on Recurring Payment (RMS)
We conducted extensive research on recurring payments, which included creating a survey and conducting interviews with clients and bankers. Through this process, we identified the top four major pain points in this MVP
Transform “pain points” into “design opportunities”.
Final Design in Recurring Payment (RMS)
Payment Options
Only Display Valid Options for current Payment Statues.
Improve the Visibility of Payment Status
To avoid double payments, improving the visibility of the payment status is necessary. The label dynamically changes based on the payment conditions.
Improve the Flexibility of Auto-Payment Options
To meet our client's diverse financial needs, we have added bi-weekly payment options and are offering clear explanations of their benefits. This aims to reduce confusion among clients who may not understand the differences between monthly and bi-weekly payments
Impact
We launched the payment flow in RMO as our first product and saw strong user adoption within the first 3 weeks of launch, receiving lots of positive feedback from clients.
45% adoption rates in the first launch.
25% call reduction.
