1. Apply information architecture methodology

Data divergence and convergence are essential aspects of the double-diamond design thinking method, so don’t be scared and follow these steps:

1. Gather all questions our users ask us via our CRM process or social media.
2. Combine similar questions into one question that has a higher frequency.
3. Store these variables in the database for search recommendations.
4. If we have plenty of these questions, use card sorting to categorize them.
5. Answer each question in a way that makes sense.
6. Eventually, make a Hierarchical diagram of questions.

2. Put the search box

Despite your ability to categorize, some people prefer to search instead of exploring the categories.

Additionally, we can collect the question queries that users ask for analysis in the future.

3. Make it scannable

Accept the fact that users don’t read; they just scan the sentences for phrases that relate to what they’re looking for.

Isn’t it interesting that you can find your name in the long text without reading it? The Cocktail party effect explains how that happens.

By writing the Q&A from the perspective of the user, improve the scannability and findability.

4. Use the Occam’s Razor

Keep it simple and concise by eliminating as many words as possible without compromising its overall function.

Answer any question using the short, medium, and long answers, as in the following sample:

The long answer must link to the relevant article.

5. Sort by frequency

Remember that FAQ stands for frequently asked questions, and frequency is an essential part of this equation.

Thus, it makes sense to prioritize the questions that are more frequent than the others.

Making shortcuts for frequent questions is a good idea if there is a large gap between the frequency of questions.

You can find out the question frequency by counting the questions’ clicks or by using the attention map to see which questions are most frequently asked.

6. Use “Was it helpful?”

Answers need to be perfectly matched with the question. Ask users for feedback on the answers.

Edit useless answers as soon as possible.

7. Analyze regularly

FAQ is not a one-time task; it’s alive and must be evaluated over time. This could be a result of business expansion, redesign, core value pivoting, or even timely trends.

Therefore, designate one day in the month to analyze new data and make the necessary improvements. Be sure to involve customer service insight in this process.