How did we do it?

• Conducted individual think-aloud sessions, cognitive testing, and usability testing with more than 400 consumers.
• Validated our redesigned GFE with quantitative testing of 1,200 consumers in five geographically diverse cities.
• Balanced and addressed industry concerns.
• Created iterative prototypes with plain language and information design expertise.
• Collaborated with a team of HUD lawyers, economists, and agency leadership.