Rocket Mortgage

Simplifying Complex Loan Verification Through Human Design

Project Overview

Rocket Mortgage’s digital Verification of Income and Employment (VOIE) system transforms the lending industry by making income verification 3x faster through intuitive design and smart automation. Our solution empowers both traditional employees and gig workers to seamlessly verify their income while giving loan officers reliable, real-time data. Through human-centered design and TX Verify integration, we achieved a 16% increase in borrower completion rates and reduced verification time by 5 minutes. The reimagined system handles complex scenarios like multiple income streams while maintaining strict security and compliance standards.

My Role

As Design Lead, I orchestrated the end-to-end redesign process, from initial research through final implementation. I led stakeholder interviews, crafted the UX strategy, developed prototypes, and collaborated closely with the Creative Director to ensure design excellence.

Confidentiality: To respect my non-disclosure agreement with Rocket Mortgage, I've modified certain metrics and technical details. While maintaining the integrity of the design narrative, this case study focuses on my role and design process while protecting proprietary information.

Project Duration: January 2020 -July 2020

Key Partners: Rocket Mortgage and TX Verify

Team: Fas Lebbie, John Adams

Problem Context

In the modern lending landscape, income verification had become a critical bottleneck. Despite the digital transformation of banking services, Rocket Mortgage’s verification process remained stubbornly complex and time-consuming. The challenge was particularly acute given that 98 million of 156 million US workers receive payment through third-party providers, creating a complex web of data sources and verification needs.
The existing system struggled with reliability and interpretation issues. For borrowers, especially self-employed individuals and gig workers, proving their income felt like solving a puzzle. Loan officers faced their own challenges, spending hours chasing documents and interpreting inconsistent data formats. The market gap was clear: traditional verification methods weren’t keeping pace with evolving employment patterns and digital expectations.
Security and compliance added another layer of complexity – the solution needed to balance rapid verification with rigorous financial regulations.

Design Interventions

The solution centered on four key innovations: seamless inter-app connectivity for secure bank integration, intelligent document processing for automated paystub verification, real-time data validation, and a trust-building user interface. Each feature was designed to support both traditional employees and modern workers while maintaining strict security protocols and regulatory compliance.

Rocket Mortgage streamlined the verification process, reducing time by 5 minutes and increasing digital flow completion by 16%.

Desktop view showing Rocket Mortgage's account login and paystub information entry screens for income verification.

User flow for customers without previously connected accounts during the verification process.

Interface displaying Wells Fargo account authentication screens for first-time financial data connection.

Screens allowing users without previous connections to select which accounts receive their paycheck deposits

Scenario & Use Case 1 John applied for a mortgage with Wells Fargo, stating $150,000 in assets and $9,000 monthly income. To proceed, he was asked to verify his income and link his financial institution.

Interface showing the verification process when adding a single account from one financial institution.

Scenario & Use Case 1 Leah applied for a mortgage with ACME Home Loans, stating $85,000 in assets and $4,500 monthly blogging income. She was asked to verify her income.

Screens displaying the workflow for adding and verifying two accounts from two different financial institutions.

Scenario & Use Case 2 Sid applied for a mortgage with Chase, stating $50,000 in assets and $6,000 monthly income. The officer requested income verification.

Process for handling previously connected accounts when verifying income from multiple accounts at one institution.

Scenario & Use Case 2 Brian applied for a mortgage with Chase, stating $50,000 in assets and $6,000 monthly income. The officer requested income verification.

Error resolution screens helping users troubleshoot connection issues while verifying multiple accounts at one institution.

Mobile verification workflow from terms acceptance to successful document upload with clear progress indicators.

Complete mobile user journey showing bank selection, authentication, and verification across multiple financial institutions.

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My Approach

Our approach to reimagining loan verification centered on understanding both the human and technical dimensions of the challenge. We began by mapping the mortgage ecosystem, particularly focusing on how 98 million Americans receive payment through third-party providers. Through iterative design and continuous user testing, we developed a solution that balances the needs of independent workers like Andie, the daycare owner, with the rigorous requirements of financial compliance.

Design Process

Baseline Information

The US labor market presented a complex challenge: out of 156 million full-time workers, 98 million receive payment through third-party providers. This fragmentation made income verification increasingly difficult. Paystub verification, forming 75-85% of the loan verification market, became our primary focus. The existing system created significant friction – borrowers struggled with document uploads, loan officers spent hours chasing paperwork, and verification times stretched unacceptably long.
Rocket Mortgage’s position as an independent broker meant their customers expected a more personalized, boutique experience. This unique market position demanded a verification solution that wasn’t just faster, but also more intuitive and trustworthy than traditional bank processes.

Design Research & Strategy

Our research centered on one crucial question: “How might we redesign income verification to require only one-third of the current completion time?” We conducted in-depth interviews with both Rocket Mortgage staff and customers, focusing on their distinct needs and pain points. The team profiled diverse user types, from traditional salary workers to gig economy freelancers.
Key findings revealed that users needed more than just speed – they wanted transparency and confidence in the process. Loan officers emphasized the importance of maintaining compliance while streamlining their workflow. These insights led us to develop a strategy focused on creating clear user pathways while automating complex backend processes.

Prototyping & Implementation Strategy

We developed a multi-phased prototype approach, starting with low-fidelity wireframes that mapped core user journeys. The team created four distinct test scenarios, including various banking integrations with institutions like Wells Fargo and Chase. Each iteration was tested with real users at Acme lending offices. The final implementation included several key features:

Smart document scanning for instant paystub verification
Secure bank account integration for real-time data access
Automated data extraction and verification
Clear progress indicators and user feedback systems

We rolled out the solution gradually, ensuring each component met both user needs and regulatory requirements before full deployment.

Summary of Findings

Our research-to-implementation process revealed crucial insights about digital verification in modern lending. Users consistently prioritized transparency over speed, though both were essential. The solution’s success stemmed from addressing both practical and emotional user needs – making the process not just faster, but more trustworthy.
The results proved transformative: verification time dropped by 5 minutes, completion rates increased by 16%, and loan officers reported significantly improved workflow efficiency. Most importantly, the new system successfully handled various income types and banking relationships, making it truly inclusive for different borrower profiles.
This project demonstrated that effective financial technology must balance automation with human understanding, creating experiences that feel both efficient and trustworthy.

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Reflections on Impact Conclusions

Short Term Impact

Initial results exceeded our projections, with a 69% reduction in phone usage while driving among active users. The platform attracted over 50 local merchant partners and maintained an 85% user retention rate. User testimonials highlighted immediate behavior changes, with many reporting increased awareness of their digital habits and appreciation for the rewards system. The $200,000 investment funding validated our approach to digital wellness.

Mid Term Impact

Projected expansion of the merchant network to 500+ partners across multiple cities, creating a sustainable ecosystem for behavioral change. Integration with corporate wellness programs and insurance providers to offer additional incentives for safe driving. Development of advanced analytics capabilities to help businesses understand and reward customer loyalty through safe behavior.

Long Term Impact

Potential to revolutionize how society approaches digital wellness by establishing a new paradigm where technology encourages mindful usage through positive reinforcement. The platform could expand beyond driving to address digital addiction in other contexts like family time, work meetings, and academic settings. Integration with smart city initiatives could create community-wide incentives for safer, more connected neighborhoods.

The Servare project demonstrates how thoughtful design can transform deeply ingrained behaviors when we focus on rewarding positive choices rather than punishing negative ones. By reimagining digital wellness through the lens of behavioral psychology and immediate rewards, we created a solution that not only saves lives but builds stronger communities. The success of Servare proves that the future of behavioral change lies not in restriction, but in making good choices naturally rewarding.

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