UX Planning, Website Architecture Strategy
Are you thinking of including an FAQ page on your next website project? There’s a good chance you are. The frequently asked questions page is a common feature of many websites - regardless of the industry. They serve as a single place for a website user to find answers to all the common questions they might have about your product, services, organization or other relevant topics. They make it easy for website users; but unfortunately, they are seldom executed correctly.
If you think your help center is merely a collection of articles, now is the time to upgrade your thinking. A well-organized knowledge base can help your audience not only find the information they need but also stay engaged with your website longer. It’s more than the answers you provide, it’s about how you provide those answers.
If a website or mobile app is designed to help users do something -- whether for business, pleasure or information, shouldn’t it, by definition, benefit that user? Most designers are aware of this principle; however they still struggle with utilizing it. Service quality, as a result, has become a relevant measurement of the success of a website or app. Service Quality is heavily based on the customer’s experience. The customer determines whether or not the service they received satisfied their initial expectations. Their experience will be what they base it on. If you want your customers to report better Service Quality, give them the experience they are looking for.
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