Rocket Mortgage Senior Content Designer
Staging the onset of AI automation, content design on Rocket Mortgage's Enterprise Design team entailed simplifying systems for better long range usability. I drove the content strategy for Rocket Logic, a patented AI platform that leverages generative AI and machine learning to simplify, automate and personalize client interactions for thousands of mortgage bankers originating home loans. I also provided content support to the AI platform team to strategically improve their UI for the benefit of machine learning.
Pathfinder, an AI-powered chat UI needing content polish
Requirements
Pathfinder is an internal search tool used by 14,000+ Rocket Mortgage employees to navigate their day-to-day operations. Users range from bankers to mortgage underwriters to folks like me, designers! As AI enters the space, how could we leverage feedback from our employees to support the evaluation and enhancement of returned content?
Content strategy
Asking for user feedback is a shot in the dark. The original design showed 6 options a user could select as to why content may not be helpful. I needed to reduce the cognitive load for the user, minimize clutter, and make this a scannable, quick to action invitation.
Delivery
The disclaimer was reworked to sound a less like a legal warning, redundancy was eliminated across the forms, and the thumbs down responses were reduced from 6 to 4, delivering better feedback accuracy. I was also able to inject some of Rocket's voice and tone in here, making even a small form feel more on brand and familiar to team members.
Lead product designer: Andrew Yuen
