My role

I led the content strategy and UX writing for this feature, working closely with my UX/UI design partner to build the most valuable experience for our clients. All content hierarchy and copy decisions were created and finalized by me.

This feature is one I’m most proud of during my time at Rocket, so I love the whole thing. But, here are a few highlights:

• Personalized content: We had various client types coming into the dashboard (first-time homebuyers, returning clients closing on a second mortgage, clients not quite ready to purchase). Knowing this, I created variants of the opening screen with content tailored to each client type. This allowed us to start building trust with clients immediately, showing that we were familiar with them and their current situation.

• Autopay setup: Payments are a common pain point for users and result in increased calls for Rocket’s client experience team. Rocket allows eligible clients to set up a custom autopay schedule – but naturally, this comes with some rules and restrictions. We worked really(!!) hard, and collaborated across many teams, to solve the puzzle of payments in order to make the setup experience really clear. My goal here was to give the client as much context as needed to make the right decision in setting up their autopay, without giving them so much it causes overwhelm.

• Product tour: The final step in the onboarding process was an optional tour of the dashboard. This was particularly exciting because it hadn’t been done yet at Rocket. We were able to launch a short but helpful tour that highlighted key features of their dashboard through clear content design.