As part of our FAQ report常见问题的战略设计we reviewed the FAQs at 23 big and small organizations to help derive design guidelines for how best to present this important content. The Mayday organization, devoted to election-campaign reform in the United States, provided an interesting before-and-after example for our FAQ analysis and guidelines. We didn’t have anything to do with the marked improvement in the “after” example, but it helps illustrate some of the important design attributes of good FAQ usability.

MayDay.us original FAQ
原来的目的MayDay.us常见问题是驳回异议,所以潜在的捐助者可以在捐赠之前感到舒服. It did that very well, because the organization raised more than $7.8 million. A video breaks up the stream of text halfway down the page, but careful reading is required in order to extract meaning from text. (The enlarged detail shows the end of the questions and beginning of the answers.)

好方面

常见问题解答使用video解释并在视觉上分解页面。页面视觉方面的良好变化引起了注意力,锚定眼睛,支持扫描性。

随着情况和组织的发展,常见问题解答不断更新新问题。

Jump links are used to navigate from the question list to the answers below. The jump links let users quickly scan the list of questions and find the one relevant to them instead of scrolling through a lot of content in search for the right question. (Alternatively, closedaccordions,虽然并不总是在桌面上实现良好(但通常用于对移动设备的良好效果),但也将是这种内容的适当设计选择。)

需要工作

这是很难以检测链接在问题部分而不用鼠标擦除屏幕(您不能用触摸屏完成的一件事),因为它们是深蓝色,而不是下划线,因此它们与黑色文本相比不够。虽然小孩可以享受扫雷的网页, grownups get annoyed when they can’t scan the page and see what’s where.

常见问题解答部分中使用的排版和字体不会强调问题或链接。虽然问题被空格包围,但仍然很难在视觉上扫描页面并将问题与答案隔离。一个粗体的问题是有帮助的。

页面底部没有提供导航或返回页首链接。(这对另一个是一个好地方Donatebutton too.) To move away from the page, users need to scroll up all the way to the top. That amount of scrolling can be daunting, especially on smaller screens.

Improvements Made

In the newer version, below:

The link color has more contrast with the background and text colors and helps links stand out.

利用标题来追溯到问题。现在很容易通过目视扫描问题并快速了解页面。

The content is changing as the situation of the organization and the questions it receives are changing. This is the kind of dynamic content that can do the most good when it’s part of an information-discovery and service-improvement process.

改善后可以常见问题
在此后,更好的排版,内容的块和视觉链接风格MayOne.usFAQ is apparent at a glance. Many of the questions have also changed with the new situation. Note the casual, factual language and how it conveys credibility. This FAQ continues to undergo constant change, as needed.

Related

常见问题仍然提供巨大的价值

NN / G培训课程:

常见问题的战略设计

We reviewed the Frequently Asked Question sections of 23 big and small organizations to illustrate how best to make this important content type more usable.我们的69页常见问题解答报告contains94 guidelines for making good FAQs, illustrated with 41 screenshots. This report is not just about more-usable web page design, however. It offers advice on how toposition both FAQs and UX researchers strategicallyin order to manage data and information flows, content strategy, and product and customer-service improvement.