Product Overview
Rocket Pro is a platform for independent mortgage brokers, giving them tools to originate, manage, and close loans for their clients. It combines loan processing, compliance, and client communication features into one streamlined experience.
Framework
Problem
Rocket Pro supported thousands of mortgage brokers across desktop and mobile, but without a consistent content framework, experiences varied widely between products and flows. Brokers often encountered mismatched terminology, inconsistent button labels, and unclear error states that slowed down their workflow. These gaps forced brokers to contact support for clarification, eroded trust in the platform’s reliability, and created extra overhead for design and legal reviews since every new feature required content decisions from scratch.
Solution
I collaborated with the Rocket Pro content design team in the creation of a reusable framework tailored for Rocket Pro’s broker audience. This framework established standardized terminology, reusable content patterns, and tone guidelines that flexed between informal guidance and compliance-driven clarity.
Along the way, we partnered cross-functionally with legal, design, and engineering to embed the framework into both new and existing product flows. As a living resource, it streamlined how teams wrote and approved content while ensuring brokers had a consistent, intuitive experience across the platform. This framework also paved the way for content democratization across teams.
Impact
The framework improved both broker and internal team outcomes.
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Support tickets dropped by 23% within the first quarter of rollout.
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Legal review cycles shortened by 3 days, since disclaimers and regulatory content were standardized.
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Design teams saved 10 hours per feature by reusing approved content patterns instead of rewriting.
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Brokers experienced smoother, faster workflows, reflected in a 28% increase in task completion rates and stronger satisfaction scores across pilot groups.
Brand Voice
I partnered closely with my fellow Rocket Pro content designers to create and document a single source of truth for the platform’s brand voice, ensuring it resonated with brokers while staying true to Rocket’s larger brand character. Together, we facilitated workshops that brought design, product, marketing, and operations teams into the conversation, uncovering shared values and priorities that shaped how we communicate with our users.
The result was a clear, scalable foundation that could be adopted and applied consistently across teams, products, and disciplines.
Reusable Components
To make Rocket Pro's content framework actionable, I created a library of reusable components that standardized how buttons, error states, confirmations, and other key patterns are written and applied. The goal was to give designers, engineers, and brokers a consistent language system they could trust.
The impact of this work removed ambiguity, reduced rework, and sped up design cycles.
My contribution involved auditing existing flows, identifying inconsistencies, and then defining scalable templates that could flex across desktop and mobile apps. These building blocks became the foundation for clear, repeatable experiences that brokers could rely on every time.
Here's a sample of component guidelines I created for this framework:
CTAs
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Use clear, action-oriented language. Always describe the action the user is about to take.
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Keep it concise. Limit 1 to 3 words.
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Use verbs first. Start with the action.
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Match user expectations. Make sure the label aligns with the outcome.
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Prioritize accessibility. Ensure CTAs are meaningful out of context for screen readers.
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Hierarchy clarity. Use one primary CTA per screen. Secondary CTAs use less directive language.
Alerts
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Be concise. Keep alerts short and scannable (one sentence if possible).
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Lead with the key message. State the outcome first, then the optional details if necessary.
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Actionability. When steps are required, clearly state what the user should do.
Info Alerts
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Purpose: Share helpful context or next steps that aren't urgent.
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Tone: Neutral, clear, supportive
Fail Alerts
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Purpose: Clearly explain what went wrong and how to fix it.
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Tone: Direct but reassuring
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Structure: What happened, why it matters, what to do next.
Success Alerts
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Purpose: Confirm completion or success of an action.
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Tone: Positive but professional
