Alternate titles: Service Center, Help Center.
The user has questions concerning a site and its related services
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Provide a space where users can get answers to common questions.
Organize Frequently Asked Questions (FAQ) into a separate and routinely maintained section on your site. Keep questions short, limited, scannable, searchable, and well organized using the language of your users. Allow users to quickly assess whether an answer applies to their particular situation and provide clear actions to get started with a solution.
When it comes to FAQ pages, your ultimate goal is to let users find the information they are looking for as easily and quickly as possible. Your main design goal is to present its content in the most efficient and effective way possible. Information comes first – don’t let design decisions overshadow content.
The longer your FAQ page is, the more attention you need toward making it easy for users to find the answers they are looking for. There are several tools available:
A good tool to help you find a user-centered categorization is through card sorting2. Card sorting will help design and evaluate your information architecture by letting users organize topics into categories that makes sense for them as well as labelling them.
If a user can’t find the answer to their question within your FAQ, it’s likely they will want to ask you directly. Provide a way to let them ask a free-form text question and be sure to be able to answer them quickly.
Most people search for their answer through search engines like Google. Design each answer page so that you include enough context as if it was a landing page. Align words and phrases used in the answer with what people might search for on Google. Reassure users that they’ve landed on the right page that will help them get answers to their question: place keywords that will trigger users to read more as they first scan the page.