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

1. Collaboration for the greater good
HOW A NEW GOVERNMENT AGENCY CHANGED
THE FACE OF FINANCIAL EXPERIENCES
JULY 2013

2. Hi.

3. @noahkunin
noah.kunin@cfpb.gov
@dan_munz
daniel.munz@cfpb.gov
@yuda
john.yuda@cfpb.gov
TECH STRATEGY
WEB PRODUCTS
UX DESIGN

5. A bit of background

7. “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

8. This is much more
complicated than I’m
making it out to be.
DISCLAIMER

9. http://www.ritholtz.com/blog/wp-content/uploads/2008/12/case-shiller-chart-updated.png

10. https://upload.wikimedia.org/wikipedia/commons/e/e0/Subprime_mortgage_originations%2C_1996-2008.GIF

11. http://3.bp.blogspot.com/_pMscxxELHEg/SwVnkJI_RJI/AAAAAAAAG0s/JF9h0C80RuY/s1600/MBAQ3PrimeFRM.jpg

13. http://upload.wikimedia.org/wikipedia/commons/d/d5/Subprime_Mortgage_Offer.jpeg

16. http://news.consumerreports.org/a/6a00d83451e0d569e20120a66bf125970c-800wi

17. “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

18. JULY 2010

19. JULY 2011

20. JULY 2012

22. Trust as a prerequisite
for collaboration

27. Huge bureaucratic
challenges

30. Case study

32. TRUTH IN LENDING DISCLOSURE
GOOD FAITH ESTIMATE

34. TRUTH IN LENDING DISCLOSURE
GOOD FAITH ESTIMATE

35. Redesigning
disclosure

39. You can’t put these online.
You don’t know what
people will say!

40. Principle 1:
Not a popularity contest.

42. Principle 2:
Critique, not feedback.

44. Principle 3:
Use progressive
engagement to avoid
scaring users away.

46. CFPB LOAN ESTIMATE

47. What we learned

51. CFPB
TILA-RESPA
Mortgage
Disclosure
Integration
Project

62. Lesson 1:
A shared story invites
collaboration from
different perspectives.

66. WWIC
“Why wasn’t I consulted?”

68. ’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

71. just getting over recent changes
+
money on the line
+
the Internet
=
WWIC

81. Ken Perry
BROKERKNOWLEDGE.COM

82. 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

83. Lesson 2:
Authentic collaboration
creates the space to design.

93. “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

97. Lesson 3:
Successful collaboration
builds its own momentum.

98. This story should
be unremarkable

104. Workforthe
government
Workforthe
government
Too
late!

106. Step 0
UX professionals should lobby
government on process.

107. http://www.flickr.com/photos/smohundro/2247983906/

108. http://www.flickr.com/photos/mdu2boy/33447526/

109. http://www.flickr.com/photos/rla579/4028900665/

110. Thanks!
noah.kunin@cfpb.gov @noahkunin
daniel.munz@cfpb.gov @dan_munz
john.yuda@cfpb.gov @yuda