MAY 22 2012 Ask CFPB Answering Basic Financial

MAY, 22, 2012 Ask CFPB: Answering Basic Financial Questions Q&A Platform 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: A Question and Answer Platform Accessible & authoritative Meets user expectations Learns over time • 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 ASK CFPB 2012/05/22 2

Accessible and Authoritative Search Browse by category or topic Curated homepage content ASK CFPB 2012/05/22 3

Accessible and Authoritative Filter search results by topic or audience ASK CFPB 2012/05/22 4

Meets user expectations Natural language search Search autocomplete ASK CFPB 2012/05/22 5

Meets user expectations Ability to share or print Access to more resources, like complaints, Tell Your Story, and related questions ASK CFPB 2012/05/22 6

Learns over time Suggest a question Users can provide feedback ASK CFPB 2012/05/22 7

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 2012/05/22 8

Ask CFPB: A Question and Answer Platform Questions? Maggie Anderson margaret. anderson@cfpb. gov 202. 435. 7187 ASK CFPB 2012/05/22 9