Jonathan Sullivan

Director, Web Services, Fannie Mae

Biography

Jonathan Sullivan

Jonathan Sullivan is the Director of Web Services at Fannie Mae, the largest mortgage finance company in America in terms of assets.

He is responsible for executing Fannie Mae’s website, e-commerce site and company intranet strategy. During his tenure at Fannie Mae, Jonathan has held a number of positions managing CRM, voice of the customer and web development initiatives.

Prior to joining Fannie Mae, he was a Director at IDEV, a web development agency based in Washington, DC. There he led dozens of web projects involving e-commerce, online marketing and branding across a range of industries including fashion, government, publishing, professional services, associations and “dot com” start-ups.

Jonathan has a B.A. in Government from Dartmouth College. In the years following his graduation, he served as a founder and leader in several organizations, worked on a pioneering government website, published a nationally distributed electronic newsletter, created Best Jokes and Other Humor From the Internet, Vol. 1 and taught courses in the interactive multimedia at The George Washington University. Jonathan lives in McLean, VA with his wife and two children.

Fannie Mae

Fannie Mae is a government-sponsored enterprise (GSE) chartered by Congress with a mission to provide liquidity, stability and affordability to the U.S. housing and mortgage markets. Fannie Mae operates in the U.S. secondary mortgage market. Rather than making home loans directly to consumers, it works with mortgage bankers, brokers and other primary mortgage market partners to help ensure they have funds to lend to home buyers at affordable rates. Fannie Mae fund its mortgage investments primarily by issuing debt securities in the domestic and international capital markets.

Presentation

Managing a Website Redesign in a Sea of Change

Case: Fannie Mae

User experience, Conference Day #1, Wednesday May 5th, 1.00 pm - 2.00 pm

With the mortgage crisis in full swing, Fannie Mae was given a key role in supporting the Obama administration's foreclosure prevention efforts. We were challenged to rapidly redesign our web site to reflect this new role. Harnessing customer satisfaction data from ForeSee Results, we were able to make a compelling business case for the design changes and quantify homeowner expectations about what those changes should achieve. Using this data, we were able to achieve the maximum impact in the limited time we had available by identifying and prioritizing opportunities for improvement. The results were dramatic and positive.

This case study will cover how we used ForeSee Results to gather customer satisfaction data, what that data told us about our web site, how that data informed the redesign process, what we changed in our redesign and how it impacted our customer satisfaction scores. I will also share a few recommendations from our experience and provide an opportunity for Q&A.

See slides online

Philadelphia 2010: Using data to manage a website redesign