Ask CFPB: Answering Basic Financial Questions
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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
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Accessible and Authoritative
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Browse by category or topic
Search
Curated homepage content
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Accessible and Authoritative
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Filter search results by topic or audience
ASK CFPB 2012/05/22
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Meets user expectations
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Natural language search
Search autocomplete
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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
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Learns over time
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Users can provide feedback
ASK CFPB 2012/05/22
Suggest a question
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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