Trisha Fey

Rocket Close · Mortgage closing & title services

• Led 0→1 design of Nova, an AI-assisted workspace combining agentic automation with human-in-the-loop decision support across title, notarization, and post-close workflows; consolidated 3–5 disconnected systems (Atlas, Salesforce, vendor tools) into one guided experiencea earning a 2024 Rockie Award nomination.

• Designed Nova's identity-matching workflow that replaces manual document scanning — reducing a 30–90 minute per-file task to an AI-led first pass with human verification, surfacing decision-ready summaries instead of raw documents.
• Defined human–AI interaction principles for Nova: bounded autonomy, transparent reasoning, ranked fallback decisions, and clear next-step guidance — establishing patterns now used as visionary benchmarks shaping multi-year company AI direction.
• Partnered with applied AI engineers in daily working sessions to define model behavior, eval criteria, and failure-mode handling for Nova's identity-matching and decision-support features — translating between design intent and model capability, including confidence thresholds, fallback paths, and human-review escalation.
• Owned end-to-end redesign of Clear Sign, Rocket's Remote Online Notarization platform, across a 4-phase evolution (2022–present); delivered mobile-first, WCAG-aligned experience and reduced QR-related support calls from ~14% to under 1% by replacing scan flows with SMS-based ID verification.
• Designed Clear Sign's Phase 4 multimodal AI: an agent that replaces the human notary by observing screen state and signer audio in real time — guiding users through confusion via semantic cues ("why isn't my camera working?") and flagging security risks like signer duress through tone analysis.
• Partnered cross-functionally with engineering, product, legal, data, and operations to de-risk technical complexity through high-fidelity prototypes; secured executive buy-in on Nova as sole UX lead before PM/PO assignment. Mentor designers and champion UX research and accessibility practice across the org.

• Led end-to-end redesign of an enterprise relocation dashboard serving employees, consultants, and corporate clients globally; replaced fragmented email workflows with a centralized task-driven workspace. Partnered with Fable to validate WCAG AA experience with real users on assistive technology — screen readers, voice control, switch devices — across 6 device + tool combinations, embedding accessibility as foundational practice.

• Led end-to-end UX for white-label SMB products deployed across 5 telecom partners (TELUS, Rogers, Bell, Cogeco, Hostopia); designed PromoPages, an auto-provisioned guided landing page builder bundled as a retention play. Translated research into flows, IA, and scalable interaction systems serving non-technical users.

• Independent practice spanning brand identity, design systems, and product design; recent work includes brand identity for Parlez, an AI relationship-intelligence startup. Designed and coded portfolio site end-to-end with Claude (deployed via GitHub + Cloudflare). Available for foundational UX, design system, and brand work for early-stage AI products.