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 Questions Q&A Platform MAY, 22, 2012

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 2 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 or social media Easy access to additional resources, like filing a complaint and related questions ASK CFPB 2012/05/22

Accessible and Authoritative 3 ASK CFPB 2012/05/22 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 5 ASK CFPB 2012/05/22 Natural language search Search autocomplete

Meets user expectations 6 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 8 Question submissions help us learn and be responsive to consumers’ needs ASK CFPB 2012/05/22 Consumer have the option to submit their address

Ask CFPB: A Question and Answer Platform 9 ASK CFPB 2012/05/22 Questions? Maggie Anderson