Ask CFPB: Answering Basic Financial Questions

may, 22, 2012 Q&A Platform Ask CFPB: Answering Basic Financial Questions

Accessible & authoritative Meets user expectations Learns over time Ask CFPB: A Question and Answer Platform • Users can find an authoritative answer to their basic financial questions • Financial literacy level is not a barrier to access– content is written in plain language • Meets the user where they are with options for to search, browse by topic or category • Search autocomplete, a behavior users are familiar with from search engines like Google • Print for later or share by email or social media • Easy access to additional resources, like filing a complaint and related questions • User feedback feeds into content updates • Users can suggest an answer if they don’t see what they are looking for • Basic web analytics help us understand what people are reading and how they are engaging with it

Accessible and Authoritative Search Browse by category or topic Curated homepage content

Accessible and Authoritative Filter search results by topic or audience

Meets user expectations Natural language search Search autocomplete

Meets user expectations Ability to share or print Access to more resources, like complaints, Tell Your Story, and related questions

Learns over time Users can provide feedback Suggest a question

Learns over time Question submissions help us learn and be responsive to consumers’ needs Consumer have the option to submit their email address

Ask CFPB: A Question and Answer Platform Questions? Maggie Anderson margaret.anderson@cfpb.gov 202.435.7187

Ask CFPB: Answering Basic Financial Questions