IC Request

Request for Approval under the “Generic Clearance for the Collection of
Qualitative Feedback on the Service Delivery of the Consumer Financial
Protection Bureau” (OMB Control Number: 3170-0024)
TITLE OF INFORMATION COLLECTION:
ConsumerFinance.gov – Feedback on Website Utilization and Needs

PURPOSE: Inform the project team of utilization and requested needs of consumerfinance.gov
as a part of the discovery phase to refresh CFPB’s website

DESCRIPTION OF RESPONDENTS: Users who are active on consumerfinance.gov, users
utilize CFPB’s social media and users interested in CFPB

TYPE OF COLLECTION: (Check one)
[ ] Customer Comment Card/Complaint Form
[X] Usability Testing (e.g., Website or Software)
[ ] Focus Group

[ ] Customer Satisfaction Survey
[ ] Small Discussion Group
[X] Other: User experience research

CERTIFICATION:
By submitting this document, the Bureau certifies the following to be true:
1. The collection is voluntary.
2. The collection is low-burden for respondents and low-cost for the Federal Government.
3. The collection is non-controversial and does not raise issues of concern to other federal
agencies.
4. The results are not intended to be disseminated to the public.
5. Information gathered will not be used for the purpose of substantially informing influential
policy decisions.
6. The collection is targeted to the solicitation of opinions from respondents who have
experience with the program or may have experience with the program in the future.
7. The results will not be used to measure regulatory compliance or for program
evaluation.
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Personally Identifiable Information:
1. Is personally identifiable information (PII) collected? [X ] Yes [ ] No – phone, email, address,
name, job title,
2. If Yes, is the information that will be collected included in records that are subject to the
Privacy Act of 1974? [X] Yes [ ] No [ ] Not Applicable
3. If Applicable, has a System or Records Notice been published?
[X ] Yes [ ] No [ ] Not Applicable
Privacy Act system of records notice, CFPB.006 – Social Networks and Citizen Engagement.
Gifts or Payments:
Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to
participants? [ ] Yes [ X] No

BURDEN HOURS (1) Individuals or Households;(2) Private Sector; (3) State, local, or tribal
governments; or (4) Federal Government.
Category of Respondent

Number of
Respondents

Online survey (1, 2, 4)

500

In-person interview (1, 2)
Phone interviews (1, 2)
Totals

50
30
600

Participation
Time
20-30 minutes

Burden
Hours
166 – 250

30-60 minutes
30-60 minutes

25 – 50
15 – 50
350

FEDERAL COST: The estimated annual cost to the Federal government is: ~$10,000

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If you are conducting a focus group, survey, or plan to employ statistical methods, please
provide answers to the following questions:
The selection of your targeted respondents
1. Do you have a customer list or something similar that defines the universe of potential
respondents and do you have a sampling plan for selecting from this universe?
[ X] Yes
[ ] No
If the answer is yes, please provide a description of both below (or attach the sampling plan)? If
the answer is no, please provide a description of how you plan to identify your potential group of
respondents and how you will select them?
We will target ‘friends’ or ‘followers’ of CFPB’s social media pages/feed on Twitter and
Facebook via postings, as well as personal networks.
Individual contacts provided by CFPB External Affairs, Regulations, Consumer Response,
Consumer Education and Engagement. These folks interact with consumerfinance.gov.
Also, the team will procure a usability testing tool that will help recruit individuals for research.

Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[X] Web-based or other forms of Social Media
[X] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain
2. Will interviewers or facilitators be used? [X] Yes [ ] No
Please make sure that all instruments, instructions, and scripts are submitted with the
request.

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Questions by Audience
Consumers

Industry

Other Government Agencies

Consumers Advocacy

Introduction
Tell me a bit about yourself? Where do you live?
What do you do?

Company information

Agency information

Introduction

Do you use the internet? How often?
How do you access the internet? Which devices do
you use?
What are some of your favorite sites? Favorite
Apps? Why?
Do you use any financial apps or sites? What about
banking sites?
Financial information
How would you rate yourself when it comes to
financial matters? One to five? One meaning that
you often have other people take care of your
finances to five meaning that you often give other
people financial advice?
Where do you go for financial advice?
For example, if you needed to find information on
getting a mortgage to buy a home, what would you
do?
For example, if your credit card bill had an incorrect
charge on it, what would you do?
Have you ever searched online for financial
guidance? Buying a car or home? Taking out a
loan? Looking for a bank account or credit card?

Name

Name

Tell me about the mission of your organization?

Name of company

Name of agency

How many people do you work with each year?

Title/role at corporation
What is your main corporate business? (Home
refinance, consumer mortgage originator, student
loan, etc)
How many financial regulatory bodies do you deal
with? What are they?
Technology device does the company support?
PCs, Mobile, Tablets, etc.

Title/role at agency

Tell me about the people you work with?
Background? Age? Location? Technology Access?

Current interactions with CFPB
What are some of the departments that uses
consumerfinance.gov?
Which section(s) of the site do you currently use on
CF.GOV?
What do you like or find useful about the section?

Tell me about your experience?

What do you dislike or find difficult about the
section?
What are some of the features you feel is missing
from that section?

Did you find the information your needed? Where?

How often do you visit the site per month?

Which sites or apps were the most helpful? Why?

Why do you visit the site?
What are other sites you use to compliment
CF.GOV to complete your work?

CF.gov

What type of businesses does your group regulate? How do people find your organization?
What are you the other financial regulatory bodies
do you interact with? Who are they?
Financial Information
What financial challenges do the people you work
How do you interact with CFPB?
with face?

Technology device the agency support? PCs,
Mobile, Tablets, etc?
Current interactions with CFPB

What financial information do they with look for? Do
they find it? Where?
What financial resources do you give them?

How do you utilize consumerfinance.gov?
Which are your favorite resources? Why?
Which section(s) of the site do you currently use on
CF.GOV?
CF.gov

What do you like or find useful about the section?
What do you dislike or find difficult about the
section?
What are some of the features you feel is missing
from that section?
How often do you visit the site per month?

Have you visited the CFPB website? How did you
find it?
if so, which parts of the website do you use? how
often?
If so, what do you like about the site? what do you
dislike about the site?
If not, what information would you expect to find on
the CFPB website? Why?

Why do you visit the site?
Have any of your clients visited the CFPB website?
Have you ever visited the CFPB’s website? How did
What are other sites you use to compliment
you come across it?
How do you provide input/feedback to CFPB?
CF.GOV to complete your work?
How did they find the CFPB website?
If you haven't visited, what information would you
How do you learn about new content/information
Did you hear any feedback about their experience
visiting the website?
expect to find on the CFPB website? Why?
that matters to your business?
How do you provide input/feedback to CFPB?
What information were you looking for? Did you find
How do you learn about new features/regs/content
In your opinion, what is most important information
it on the website?
What do you expect to find on CFPB website?
by CFPB?
the CFPB can provide for consumers?
Do you visit any part of the website regularly? how
How can the CFPB website help support your
Improvements, features, or suggestions
Improvements, features, or suggestions
mission?
often?
What do you like about the site? what would you
What are some ways we can do to improve the site
What are some ways we can help improve the site? for you?
change about the site?
Wrap up
In your opinion, what is the most important
What are some ways we can help you get your
What are some ways we can help you get your
opinions/voices heard to CFPB?
Any other comments?
information that the CFPB can offer consumers?
opinions/voices heard to CFPB?
What are some ways we can help you learn about
What are some ways we can help you learn about
content that matters to you?
Any suggestions of other people I should talk with?
content that matters to you?
Wrap Up
Would you like to be involved with future
Would you like to be involved with future
Any other comments?
inputs/testing/surveys by CFPB?
inputs/testing/surveys by CFPB?
Would you like to participate in future
testing/surveys/inputs?
Anything else you want to tell us?

Flapjack PRA
Interview Question Ta

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Screenshots of Usability Tool (internal prototype of tool)
The following statement will be available for viewing to those taking the survey:
Paperwork Reduction Act
According to the Paperwork Reduction Act of 1995, an agency may not conduct or sponsor, and a person is not required to respond to a
collection of information unless it displays a valid OMB control number. The OMB control number for this collection is 3170-0024. It
expires on 12/31/2015. The time required to complete this information collection is estimated to average between 20 to 60 minutes per
response, including the time for reviewing any instructions, searching existing data sources, gathering and maintaining the data needed,
and completing and reviewing the collection of information. Responding to this collection of information is voluntary. Comments
regarding this collection of information, including the estimated response time, suggestions for improving the usefulness of the
information, or suggestions for reducing the burden to respond to this collection should be submitted to Bureau at the Consumer Financial
Protection Bureau (Attention: PRA Office), 1700 G Street NW, Washington, DC 20552, or by email to [email protected].

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