h7

Frequently Asked Questions at a glance

Site Genre: Pattern Group h

magnify imageFigureH7.1 Snapfish has extensive help that includes a FAQ page offering several categories of answers to common questions. The categories and a top-ten list make it easier for customers to find their question in a large set. Snapfish also offers a separate page for customers who need more help.

Background

Different customers often have the same questions when browsing a Web site, no matter what type of site it is. A good way to answer these repeated questions is through a frequently asked questions (FAQ) page. This pattern describes how to gather the questions, what the basic structure of a FAQ page is, and where to place the FAQ page so that it’s easy to find. Use this pattern in conjunction with CONTEXT-SENSITIVE HELP (H8) to help your customers accomplish their tasks.

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PROBLEM

Customers often ask the same questions on a Web site, and it can be expensive and time-consuming to answer these questions over and over.

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SOLUTION

magnify image FigureH7.4 A FAQ page contains commonly asked questions and answers, helping customers help themselves. Use questions gathered from people who ask them on the phone, via e-mail, and over the Web.

Start by identifying some frequently asked questions with the entire design team. Review the questions and answers in your competitors’ FAQ pages to identify any questions your team might have missed. Supplement your questions with those collected from people in close contact with target customers. Use an organizational scheme to group related questions. Add a search feature if there are many questions. Use redundant navigation to make it easy to find the FAQ page on your site. Use the FAQ page only as a temporary fix if there are usability problems.

Other Patterns to Consider

FAQ pages are useful for all kinds of Web sites, including PERSONAL E-COMMERCE (A1) sites, GRASSROOTS INFORMATION SITES (A6), EDUCATIONAL FORUMS (A8), and COMMUNITY CONFERENCE (A3) sites. Short FAQ lists are usually organized on a single page; longer ones might use HIERARCHICAL ORGANIZATION (B3) and possibly POPULARITYBASED ORGANIZATION (B7). For large FAQ lists, include a SEARCH ACTION MODULE (J1) to let people quickly search through the FAQ page. Link the FAQ page from the main NAVIGATION BAR (K2) as Help or FAQ, as well as from the ABOUT US (E5) and PAGE NOT FOUND (K14) pages. Use TASK-BASED ORGANIZATION (B4), with pages linking to a specific question and answer on the FAQ page, depending on the task.

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