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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
UXPA 2013 Opening keynote
A bit of background
UXPA 2013 Opening keynote
“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
UXPA 2013 Opening keynote
http://upload.wikimedia.org/wikipedia/commons/d/d5/Subprime_Mortgage_Offer.jpeg
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
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
UXPA 2013 Opening keynote
Trust as a prerequisite
for collaboration
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
Huge bureaucratic
challenges
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
Case study
UXPA 2013 Opening keynote
TRUTH IN LENDING DISCLOSURE
GOOD FAITH ESTIMATE
UXPA 2013 Opening keynote
TRUTH IN LENDING DISCLOSURE
GOOD FAITH ESTIMATE
Redesigning
disclosure
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
You can’t put these online.

You don’t know what
people will say!
Principle 1:

Not a popularity contest.
UXPA 2013 Opening keynote
Principle 2:

Critique, not feedback.
UXPA 2013 Opening keynote
Principle 3:

Use progressive
engagement to avoid
scaring users away.
UXPA 2013 Opening keynote
CFPB LOAN ESTIMATE
What we learned
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
CFPB
TILA-RESPA
Mortgage
Disclosure
Integration
Project
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
Lesson 1:

A shared story invites
collaboration from
different perspectives.
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
WWIC
“Why wasn’t I consulted?”
UXPA 2013 Opening keynote
’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
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
just getting over recent changes
+
money on the line
+
the Internet
=
WWIC
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
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.
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
“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
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
Lesson 3:

Successful collaboration
builds its own momentum.
This story should
be unremarkable
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
UXPA 2013 Opening keynote
Workforthe
government
Workforthe
government
Too
late!
UXPA 2013 Opening keynote
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

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UXPA 2013 Opening keynote