CFPB Makes Website More Consumer Friendly
As might be expected from an agency led by a Director with an MBA (rather than a JD), the Consumer Financial Protection Bureau recently revealed a new site design. The indication was that the redesign’s intent was to clarify the agency’s mission, provide information in a clearer and easier-to-use manner, and enhance reliability of the data provided. In announcing the redesign, the agency noted that it focused on user experience as described in the US Digital Services Playbook.
The CFPB also indicated that the redesign provides a better experience for consumers, as noted in usability testing and comments and other information from people using the website. The developers used “mobile-first design methods” to help. The CFPB’s process included three rounds of testing over a six-month timeframe, which suggested that the previous website was difficult to navigate, had an indistinct mission, and failed to use more easily understood language. The CFPB also included more graphics to illustrate mission, rearranging descriptions of resources and attempting to provide better access to information needed by consumers.
It will be interesting to see whether the redesign stimulates more use. Lenders are also anxious to see whether the redesign creates more activity on the complaint or enforcement front.
For questions about this blog post, contact Troy Garris.
