1 Batch questions together by category to increase efficiency and answer user questions before users even realize they need to ask.
When it comes to the UX for FAQs, users’ sole goal is to get the answer to their questions. Finding exactly where a company addresses a given question can be a major snag in this process.
By batching questions together by category, such as “Pricing and Payment”, “Accounts”, or “API”, with large headlines for each category, the design presents information in an easily understood, systematic matter. This increases efficiency for the visitor. Also, if the visitor discovers a question that they may have forgotten to check for, you prevent future uncertainty and bolster trust that your product’s support will be comprehensive.
2 Group questions together at the top of a page for easy scanning; duplicate them with answers further down.
Some applications provide answers immediately below where the question is asked. In doing so, it becomes hard to quickly see which questions are answered and whether there is a specific response for the question you have in mind because the page gets cluttered very quickly.
By duplicating the question content, first with a list of questions at the top of the FAQs page and secondly with the full question text paired with the answer, an application prevents friction to finding the question you already had in mind.
3 Provide permanent and specific URLs for returning to the exact place where a question is answered.
It’s likely that someone reading your FAQs page is doing important evaluative research on your product. They will likely need to record and share their findings with others.
As a result, merely having one, uniform FAQs URL is insufficient. Instead, by linking to div elements with the “#” followed by the element’s ID, you can provide visitors with an easy copy and paste URL to share as needed.