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

JULY 2013

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Hi.

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@noahkunin [email protected]

@dan_munz [email protected]

@yuda [email protected]

TECH STRATEGY WEB PRODUCTS UX DESIGN

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A bit of background

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“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

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

DISCLAIMER

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

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

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

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

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

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“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

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JULY 2010

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JULY 2011

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JULY 2012

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Trust as a prerequisite for collaboration

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Huge bureaucratic challenges

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Case study

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TRUTH IN LENDING DISCLOSURE

GOOD FAITH ESTIMATE

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TRUTH IN LENDING DISCLOSURE

GOOD FAITH ESTIMATE

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Redesigning

disclosure

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You can’t put these online.

You don’t know what people will say!

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Principle 1:

Not a popularity contest.

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Principle 2:

Critique, not feedback.

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Principle 3:

Use progressive engagement to avoid

scaring users away.

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CFPB LOAN ESTIMATE

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What we learned

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CFPB TILA-RESPA Mortgage Disclosure Integration Project

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Lesson 1:

A shared story invites collaboration from

different perspectives.

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WWIC

“Why wasn’t I consulted?”

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’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

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just getting over recent changes +

money on the line +

the Internet =

WWIC

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Ken Perry BROKERKNOWLEDGE.COM

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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

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Lesson 2:

Authentic collaboration creates the space to design.

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“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

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Lesson 3:

Successful collaboration builds its own momentum.

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This story should be unremarkable

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Work for the government

Work for the government

Too late!

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Step 0 UX professionals should lobby government on process.

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

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

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

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Thanks! [email protected] @noahkunin

[email protected] @dan_munz

[email protected] @yuda


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