UXPA 2013 Opening keynote

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Collaboration for the greater good: How a new government agency changed the face of financial experiences.

UXPA 2013's opening keynote from Noah Kunin, Daniel Munz, and John Yuda chronicles the efforts of the Consumer Financial Protection Bureau to transform traditional mortgage forms into a more user-friendly version of themselves.

There are two videos referenced in the slides, viewable online as follows:
Slide 50: http://www.youtube.com/watch?v=MC515DJrhsM&list=SP4DF0E02026116FC5
Slide 81: http://www.youtube.com/watch?v=U2-M1SbyBVA

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UXPA 2013 Opening keynote

  1. 1. Collaboration for the greater good HOW A NEW GOVERNMENT AGENCY CHANGED THE FACE OF FINANCIAL EXPERIENCES JULY 2013
  2. 2. Hi.
  3. 3. @noahkunin noah.kunin@cfpb.gov @dan_munz daniel.munz@cfpb.gov @yuda john.yuda@cfpb.gov TECH STRATEGY WEB PRODUCTS UX DESIGN
  4. 4. A bit of background
  5. 5. “It is impossible to buy a toaster that has a one-in-five chance of bursting into flames and burning down your house. But it is possible to refinance an existing home with a mortgage that has the same one-in-five chance of putting the family out on the street–and the mortgage won’t even carry a disclosure of that fact to the homeowner.” Unsafe at Any Rate Summer 2007
  6. 6. This is much more complicated than I’m making it out to be. DISCLAIMER
  7. 7. http://www.ritholtz.com/blog/wp-content/uploads/2008/12/case-shiller-chart-updated.png
  8. 8. https://upload.wikimedia.org/wikipedia/commons/e/e0/Subprime_mortgage_originations%2C_1996-2008.GIF
  9. 9. http://3.bp.blogspot.com/_pMscxxELHEg/SwVnkJI_RJI/AAAAAAAAG0s/JF9h0C80RuY/s1600/MBAQ3PrimeFRM.jpg
  10. 10. http://upload.wikimedia.org/wikipedia/commons/d/d5/Subprime_Mortgage_Offer.jpeg
  11. 11. http://news.consumerreports.org/a/6a00d83451e0d569e20120a66bf125970c-800wi
  12. 12. “It is impossible to buy a toaster that has a one-in-five chance of bursting into flames and burning down your house. But it is possible to refinance an existing home with a mortgage that has the same one-in-five chance of putting the family out on the street–and the mortgage won’t even carry a disclosure of that fact to the homeowner.” Unsafe at Any Rate Summer 2007
  13. 13. JULY 2010
  14. 14. JULY 2011
  15. 15. JULY 2012
  16. 16. Trust as a prerequisite for collaboration
  17. 17. Huge bureaucratic challenges
  18. 18. Case study
  19. 19. TRUTH IN LENDING DISCLOSURE GOOD FAITH ESTIMATE
  20. 20. TRUTH IN LENDING DISCLOSURE GOOD FAITH ESTIMATE
  21. 21. Redesigning disclosure
  22. 22. You can’t put these online. You don’t know what people will say!
  23. 23. Principle 1: Not a popularity contest.
  24. 24. Principle 2: Critique, not feedback.
  25. 25. Principle 3: Use progressive engagement to avoid scaring users away.
  26. 26. CFPB LOAN ESTIMATE
  27. 27. What we learned
  28. 28. CFPB TILA-RESPA Mortgage Disclosure Integration Project
  29. 29. Lesson 1: A shared story invites collaboration from different perspectives.
  30. 30. WWIC “Why wasn’t I consulted?”
  31. 31. ’Why wasn't I consulted’ is the fundamental question of the web. Humans have a fundamental need to be consulted, engaged, to exercise their knowledge (and thus power), and no other medium that came before has been able to tap into that as effectively. PAUL FORD, JANUARY 2011
  32. 32. just getting over recent changes + money on the line + the Internet = WWIC
  33. 33. Ken Perry BROKERKNOWLEDGE.COM
  34. 34. I need you to go on there and comment about what you like and dislike about this form. If you guys don’t comment, then when it does get released, you have no right to complain. KEN PERRY, JUNE 2011
  35. 35. Lesson 2: Authentic collaboration creates the space to design.
  36. 36. “THEY’RE LISTENING TO US!” “LET’S DO IT AGAIN!” ASK FOR INPUT (AND MEAN IT) BUILD PROCESS REFINE BASED ON INPUT SELF-SUSTAINING COLLABORATION
  37. 37. Lesson 3: Successful collaboration builds its own momentum.
  38. 38. This story should be unremarkable
  39. 39. Workforthe government Workforthe government Too late!
  40. 40. Step 0 UX professionals should lobby government on process.
  41. 41. http://www.flickr.com/photos/smohundro/2247983906/
  42. 42. http://www.flickr.com/photos/mdu2boy/33447526/
  43. 43. http://www.flickr.com/photos/rla579/4028900665/
  44. 44. Thanks! noah.kunin@cfpb.gov @noahkunin daniel.munz@cfpb.gov @dan_munz john.yuda@cfpb.gov @yuda

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