Problem
Each year, Rocket Mortgage clients receive an escrow analysis that often increases their monthly payment. The existing flow presented a barrage of dense numbers, abrupt warnings, and repayment details all at once, with little guidance along the way. As a result, clients struggled to understand the changes, which led to frustration, increased calls to servicing teams, and missed opportunities to build trust through education.

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Solution
We reimagined the escrow experience with empathy and clarity at the core.

• Education first. We introduced an Escrow Learning Center, written in plain language with progressive disclosure, so clients could understand concepts at their own pace without cognitive overload.

• Timely visibility. Dynamic reminder cards and proactive payment center alerts gave clients a heads-up before changes happened, meeting them where they already engaged most.

• Contextual explanations. We reframed complex tax and insurance adjustments with “This means…” copy, bridging the gap between numbers and real-world impact.

• Choice and control. When paying a shortage, clients could select repayment options with clear breakdowns and supportive microcopy, closing with a human touch that acknowledged the milestone.

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Impact

This project proved that thoughtful content design — with plain language, empathy, and progressive disclosure — can turn a compliance-heavy process into a clear, user-friendly experience.

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Within three months after launch:

• Servicing call volume dropped by 17.4%, directly reducing strain on support teams.

• Monthly active users increased by 8.9%, showing stronger engagement with the mobile app.

• Our app store rating increased by +0.73 with reviews calling out escrow improvements specifically.​​

• Clients paid shortages 3.5 days sooner on average, proving that clarity and trust drive action.​