Collaboration for the greater good HOW A NEW GOVERNMENT AGENCY CHANGED THE FACE OF FINANCIAL EXPERIENCES
JULY 2013
Hi.
@noahkunin [email protected]
@dan_munz [email protected]
@yuda [email protected]
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/