作为我们的常见问题解答报告的一部分Strategic Design for Frequently Asked Questions我们在23个大型组织中审查了常见问题解答,以帮助推出设计指南,了解如何最好地呈现这一重要内容。在美国致力于选举活动改革的五月天组织,为我们的常见问题解答分析和指导方针提供了一个有趣的榜样。我们与“在”之后“示例中的标记改进中没有任何关系,但它有助于说明良好的常见问题可用性的一些重要设计属性。

mayday.us原始常见问题
The purpose of the originalmayday.us.FAQ was to dismiss objections so potential donors couldfeel comfortable before donating。它确实很好,因为组织筹集了超过780万美元。视频在页面下半个文本流突破了文本流,但需要仔细阅读,以便从文本中提取含义。(放大的细节显示了问题的结束和答案的开始。)

Good Aspects

The FAQ uses视频to explain and to break up the page visually. Well-chosen variations in the visual aspects of a page attract attention, anchor the eye, and support scannability.

The FAQ is constantly updated with new questions as the situation and organization evolves.

跳转链接用于从问题列表导航到下面的答案。跳跃链接让用户快速扫描问题列表,并找到与它们相关的一个,而不是通过许多内容滚动,以搜索正确的问题。(或者,关闭手风琴那although not always implemented well on the desktop (but generally used to good effect on mobile), would also have been an appropriate design choice for this content.)

Needs Work

It’s verydifficult to detect the links没有擦洗scre问题部分en with the mouse (a thing you can’t do at all with a touchscreen), because they are dark blue, not underlined, and thus they don't contrast with the black text enough. Althoughlittle kids can enjoy mine-sweeping a web page当他们无法扫描页面时,成年人会生气,看看有什么在哪里。

The typography and fonts used in the FAQ's answer section don't emphasize questions or links enough. Although questions are surrounded by white space, it's still difficult to scan the page visually and isolate the questions from the answers. A bold font for questions would help.

No navigation or back-to-top links are provided at the bottom of the page. (That would be a good place for another按钮也是如此。)要远离页面,用户需要一直滚动到顶部。滚动量可能是令人生畏的,尤其是在较小的屏幕上。

改进了

在较新版本中,下面:

链接颜色与背景和文本颜色更具对比度,并有助于链接脱颖而出。

Chunkinghas been greatly improved with the use of headings for the questions. It’s now easy to scan through the questions visually and make sense of the page quickly.

随着组织的情况和它收到的问题正在发生变化,内容正在变化。这是一种动态内容,可以在信息发现和服务改进过程的一部分中进行最佳的动态内容。

MayOne FAQ after improvement
The better typography, chunking of content, and visual link-style on this subsequentmayone.us.us.常见问题明显一目了然。许多问题也随着新形势而改变。注意休闲,事实语言以及它如何传达信誉。根据需要,此常见问题解答继续进行不断变革。

有关

FAQs Still Deliver Great Value

NN/g training courses:

Strategic Design For Frequently Asked Questions

我们审查了23个大型和小型组织的常见问题部分,以说明如何最好地使这一重要内容类型更具可用性。Our 69-page FAQ report包含94制作良好常见问题的准则,用41个屏幕截图说明了。但是,此报告不仅仅是关于更多可用的网页设计。它提供了有关如何的建议战略地位常见问题解答和UX研究人员为了管理数据和信息流,内容策略和产品和客户服务改进。