About the Talk
October 17, 2014 4:10 PM
Washington, DCWashington, DC
UX research often ends after a single usability test. After the test and the reporting of findings, the design team makes changes and everyone continues onto the next project. This approach is problematic though because it doesn’t ensure that the changes have either fixed the problems or created new ones. In this talk, we will discuss how iterative UX research with the Consumer Financial Protection Bureau (CFPB) has ensured that the CFPB products are meeting the needs of their users.
Since the CFPB was established in 2010, the Bureau has been very active in making markets for consumer financial products and services work for Americans. One of these products that they have launched, toward this mission, is the site Paying for College. This site pulls together tools and resources that help students and graduates make the best financial decisions about college. One of the core resources of the site is a cost comparison tool where users can compare their financial aid offers across multiple schools. We have worked with the CFPB to conduct three iterative rounds of UX research and design on this site. In this talk, we discuss the mission of thePaying for College site, the research and design approach for the iterative testing, and findings and insights from the three rounds of research and design. We’ll highlight difficulties when designing and testing for multiple audiences with different needs as well as testing and iterating with live and prototype versions of the site. Data will also be emphasized as we share collection methodologies (click paths, eye tracking, questionnaires, etc.) and the importance of each. We’ll also provide insights into planning, execution, and reporting and how these findings informed major changes on the website.