Note: This document was used in support of a live discussion. As such, it does not necessarily express the entirety of that discussion nor the relative emphasis of topics therein.

Ask CFPB: Answering Basic Financial QuestionsQ&A Platform

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Ask CFPB: A Question and Answer Platform

Accessible & authoritative

Meets user expectations

Learns over time

• 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

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• 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

ASK CFPB 2012/05/22

Accessible and Authoritative

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Browse by category or topic

Search

Curated homepage content

Accessible and Authoritative

4

Filter search results by topic or audience

ASK CFPB 2012/05/22

Meets user expectations

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Natural language search

Search autocomplete

Meets user expectations

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Access to more resources, like complaints, Tell Your Story, and related questions

Ability to share or print

ASK CFPB 2012/05/22

Learns over time

7

Users can provide feedback

ASK CFPB 2012/05/22

Suggest a question

Learns over time

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Question submissions help us learn and be responsive to consumers’ needs

ASK CFPB 2012/05/22

Consumer have the option to submit their email address

Ask CFPB: A Question and Answer Platform

9ASK CFPB 2012/05/22

Questions?

Maggie Andersonmargaret.anderson@cfpb.gov202.435.7187