QL (Rocket Companies)

Rocket Companies is one of the largest mortgage lenders in the United States, helping millions of people navigate the home buying and refinancing process through its digital products. This project focused on modernising the Quicken Loans experience, improving trust, clarity, and consistency across high-traffic customer journeys while establishing scalable foundations for future growth.

My Role

Senior Product Designer

As Senior Product Designer, I partnered with product managers, researchers, engineers, and leadership to redesign key customer journeys across the mortgage experience. My role included user research, experience auditing, journey redesign, UX/UI design, accessibility, prototyping, and building a scalable design system to improve consistency across product, marketing, and content experiences.

Challenge

Buying a home is one of the biggest financial decisions people make, yet the existing digital experience felt fragmented, outdated, and difficult to trust.

Years of design and technical debt had created inconsistent navigation, interaction patterns, branding, accessibility, and content across product and marketing experiences. This fragmented experience made it harder for users to understand their options, confidently make decisions, and progress through the mortgage journey.

Solution

Rather than treating the work as a visual redesign, we approached it as a product, brand, and systems challenge.

By redesigning high-intent journeys, refreshing the brand, improving accessibility, and introducing a shared design system, we created a more consistent, trustworthy experience that helped users move from exploration to action with greater confidence.

Impact

• Improved trust in the QL brand through a clearer, modern and more consistent brand experience.
  
  

• Simplified complex decision-making across key home-buying journeys
  
  

• Reduced friction between learning about mortgages and taking action
  
  

• Made the platform WCAG AA compliant, improving accessibility, SEO, and usability for a broader range of users.
  
  

• Created a scalable design system integrated with the CMS, enabling teams to build and publish consistent content more efficiently.