Background

Rocket Mortgage was formerly known as Quicken Loans, but changed its name in 2021.

It's owned by Rocket Companies, a publicly traded company on the New York Stock Exchange (NYSE) under the ticker RKT. Rocket Rewards, an innovative loyalty program empowering consumers to accrue points that can be redeemed toward various financial transactions across the Rocket Platform.

How does the rewards platform work?

How might we simplify the redeeming process to provide clearer information, reduce user confusion, and increase engagement with the rewards system?

How do I identify the problem?

• I started by understanding how the platform works and the value it provides to users.
• From the very beginning, my focus was on value-driven design.
• I gathered data and available metrics to help identify patterns and pain points.
• First, I aimed to understand the users' perspectives by mapping out the types of personas we are dealing with and outlining the user journey on the activities page.

• I analyzed heat maps, gaze plots, and focus maps to assess whether the activities page aligns with our objectives.
• I also conducted a competitive analysis to see how others attract and retain users within the loyalty program space, which provided me with valuable direction.
• With all the collected feedback and insights, I crafted a vision that served as a guiding principle for my decisions.
• I then drafted the initial version of the concept and presented it to stakeholders and product managers, ensuring it aligned with the business vision.
• Finally, I iterated on the idea based on their feedback and came up with the final version.

Motivation & Whitepaper Research (Users and Company)