uxpa 2013 opening keynote

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

JULY 2013

Hi.

@noahkunin noah.kunin@cfpb.gov

@dan_munz daniel.munz@cfpb.gov

@yuda john.yuda@cfpb.gov

TECH STRATEGY WEB PRODUCTS UX DESIGN

A bit of background

“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

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

DISCLAIMER

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

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

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

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

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

“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

JULY 2010

JULY 2011

JULY 2012

Trust as a prerequisite for collaboration

Huge bureaucratic challenges

Case study

TRUTH IN LENDING DISCLOSURE

GOOD FAITH ESTIMATE

TRUTH IN LENDING DISCLOSURE

GOOD FAITH ESTIMATE

Redesigning

disclosure

You can’t put these online.

You don’t know what people will say!

Principle 1:

Not a popularity contest.

Principle 2:

Critique, not feedback.

Principle 3:

Use progressive engagement to avoid

scaring users away.

CFPB LOAN ESTIMATE

What we learned

CFPB TILA-RESPA Mortgage Disclosure Integration Project

Lesson 1:

A shared story invites collaboration from

different perspectives.

WWIC

“Why wasn’t I consulted?”

’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

just getting over recent changes +

money on the line +

the Internet =

WWIC

Ken Perry BROKERKNOWLEDGE.COM

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

Lesson 2:

Authentic collaboration creates the space to design.

“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

Lesson 3:

Successful collaboration builds its own momentum.

This story should be unremarkable

Work for the government

Work for the government

Too late!

Step 0 UX professionals should lobby government on process.

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

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

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

Thanks! noah.kunin@cfpb.gov @noahkunin

daniel.munz@cfpb.gov @dan_munz

john.yuda@cfpb.gov @yuda