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UXPA 2013 Opening keynote
The document discusses the transformative impact of a new government agency on financial processes, emphasizing the need for clearer disclosures in mortgage refinancing. It highlights lessons learned from collaboration, including the importance of authentic engagement and the momentum generated by successful teamwork. The document advocates for user experience professionals to influence government processes to enhance consumer financial literacy and safety.
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UXPA 2013 Opening keynote
- 1. Collaboration for thegreater good HOW A NEW GOVERNMENT AGENCY CHANGED THE FACE OF FINANCIAL EXPERIENCES JULY 2013
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- 5. A bit ofbackground
- 7. “It is impossibleto 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 muchmore complicated than I’m making it out to be. DISCLAIMER
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- 17. “It is impossibleto 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
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- 22. Trust as aprerequisite for collaboration
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- 32. TRUTH IN LENDINGDISCLOSURE GOOD FAITH ESTIMATE
- 34. TRUTH IN LENDINGDISCLOSURE GOOD FAITH ESTIMATE
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- 39. You can’t putthese online. You don’t know what people will say!
- 40. Principle 1: Not apopularity contest.
- 42. Principle 2: Critique, notfeedback.
- 44. Principle 3: Use progressive engagementto avoid scaring users away.
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- 62. Lesson 1: A sharedstory invites collaboration from different perspectives.
- 66. WWIC “Why wasn’t Iconsulted?”
- 68. ’Why wasn't Iconsulted’ 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 overrecent changes + money on the line + the Internet = WWIC
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- 82. I need youto 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 createsthe space to design.
- 93. “THEY’RE LISTENING TO US!” “LET’S DO IT AGAIN!” ASKFOR INPUT (AND MEAN IT) BUILD PROCESS REFINE BASED ON INPUT SELF-SUSTAINING COLLABORATION
- 97. Lesson 3: Successful collaboration buildsits own momentum.
- 98. This story should beunremarkable
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- 106. Step 0 UX professionalsshould lobby government on process.
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