An FAQ page is a crucial point of communication with your site’s visitors and is also one of the best ways to help people visiting or using your site. An effective FAQ page design can educate, inform, and guide visitors in a natural way through your website’s content and toward the goals and end results you have set.

In this article, we will explore what is an FAQ page, how to design an effective one, the benefits of an FAQ page, and also share with you some of the best examples to get you inspired. Now, let’s dive in.

What is an FAQ page?

An FAQ (Frequently Asked Questions) page is a key part of a knowledge base because it is dedicated to answering customers’ most common questions and concerns. The FAQ page design holds the aim to save time for both the customer and employees.

It is different from your About Us page, where you tell the broader story behind your brand. It is a section where the visitors can get answers to specific questions about your product or business operation, and is essential for building trust with shoppers. Different businesses need to include different elements in their FAQ page design. For e-commerce businesses, FAQs mostly cover the company’s rules and policies about order changes, payments, shipping, returns, and refunds. For SaaS businesses like Mockplus, FAQ’s page design mainly serves to guide customers on installing, using the product and troubleshooting common issues.

In short, an effective FAQ page is the first point of contact for customers looking for answers before they reach out to you directly with their questions.

How to design an effective FAQ page

The design of an FAQ page is crucial for an easy-to-use customer experience. Follow the following steps can help you to design an effective one and your customer success team will thank you.

1. Identify the most common questions

If you want to really meet your customers’ needs, you need to figure our what are the most common questions they have for your products, services, and brand as a whole. These questions can be found from a variety of sources such as your website’s feedback form, customer surveys, site-search data, emails,support tickets, comments on your social media pages, product reviews for your items and also competitors’ FAQ page design. Collecting all questions and then figure out what are the most commonly asked might take you some time, but making sure the FAQs are relevant to your target audience and match their real concerns can improve the user experience.

2. Give your customers clear answers

When writing answers for the FAQs, you need to make sure all of the answers should focus solely on giving the information required by the users. Do not provide any extra or unnecessary details that might distract a reader’s attention. Remember to keep the answers short and clear, because the lengthier the content, the harder it is to keep the users interested in reading it. When you meet some questions that require a long answer, you can consider covering only the basics or just simply link it to your knowledgebase article or a blog post that provides more detailed information.

3. Build a well-organized structure

With all these FAQs in hand, now it’s time to categorize them. Generally speaking, these questions can be grouped into ‘General Information’, Using the Product’, ‘Account Management’, ‘Troubleshooting’,‘Security’, ‘Billing’etc. But how would your FAQ page look like depends on what your company is selling and how many products you offers. What’s best for your business or company will vary based on the needs of your customers and how easy it is to troubleshoot your products.

4. Use the right tool to design your FAQ page

The next step is designing your FAQ page. We have some examples to share with you to get you inspired located in the next section of this post. But, if you choose the right design tool to get it done, your efforts and workload will be saved. For our team, we often use Mockplus, it is a web-based design tool for design teams to design, collaborate and handoff. It offers tons of components and icons to save your design workload. After finishing your design, you can get real-time comments or feedback from your team members or stakeholders and then get your design updated and handed off to developers, all these can be done on this web-based platform Mockplus.

5. Publish and monitor your FAQ page

Now it’s time to publish your FAQ page when it is ready. You can consider putting the link of your FAQ page to your website’s main navigation bar, because that’s where customers can easily and go directly to the page if they need help. After publishing your FAQ page, you should take time to revisit the customer data that you used to create your FAQ page in the first place. Check the question categories, try to find out if there are any differences between now and before and how do they affect your customers’ experience, if you’re seeing this type of positive change, then you know you have an effective FAQ page.

6. Keep your FAQ content up to date

An out-of-date FAQ page can be more frustrating for customers than not having an FAQ at all. Therefore, you need to regularly revise and update the FAQ page design to ensure the content stays relevant and helpful to customers and prospects. As your business is changing and customers will encounter new questions about your product or business operation, then it’s without a doubt that you need to look over the page quarterly so assess if you need to make changes to your FAQ page or rewrite the answers to make it clearer.

15 of the best examples of effective FAQ pages

1. Lyft

This is a great example of FAQ page with a search bar for easy navigation. The search bar is the first thing that users see on the Lyft help center and it helps to clearly clarify the most commonly asked fees and charges questions.

2. McDonald’s UK

This FAQ page design of McDonald’s UK is very aesthetically pleasing. It includes its logo on this page and also offers customers several options for finding answers to questions if they scroll down. Customers can search their question, filter responses by one or more topics, or simply scroll down through all the FAQ questions listed on the page.

3. Walt Disney World

This page includes several Disney elements to strengthen its brand impression and it is being very Disney…without being too Disney. All these FAQs stay true to their brand while also having a search bar and separate pages per query.

4. Warby Parker

This is a FAQ page design for one of the biggest e-commerce success stories. If customers start exploring below the fold, they will see that the page does a really good job of interlinking between other pages on their website, which in turn improves the website SEO.

5. Aritable

The FAQ page design of Aritable puts emphasis on its visual side instead of using tons of text. The various sections of questions are blocked out with icons for guides, webinars, account, billing and more. If you have a ton of information for your site visitors, you choose this type of layout, which will help to improve the overall user experience.

6. Etsy

This is a wonderful FAQ page design example that has two distinct user categories: shoppers and sellers. The designer of this website broke down the page into these two categories to make it easier for customers to choose which side they have a question about, which will be faster for them to get the answers they need.

7. Headspace

This is an example for a meditation app, Headspace, which aims to relieve stress and promote calmness. This page is designed with a search bar before neatly categorizing the frequently asked questions into 12 groups for a simple, zen-like design. The page also follows the brand language that brings the customers a sense of continuity.

8. Wild At Heart Foundation

This FAQ page is well designed, visually appealing and easy to navigate. The questions are categorized, and there are not so many questions that you do not need a search bar, meaning all of them can be kept on one page, with a category contents at the top.

9. Walmart

The example from Warmart is doing a great job in answering customers’ questions simply and directly in a way that strengthens trust in its brand. This page also uses wording and imagery to reinforce the message that they are giving customers more time to spend with their families by spending less time shopping in their stores.

10. Elementor

This example uses a design that lets customers know that they are in the right place to find answers to their questions. It offers a very responsive and inclusive search tool for customers to ask their questions, providing them with relevant answers and articles in real-time.

11.FatFace

This FAQ page gives an overall idea about the product it offers to the customers and all the questions have been categorized. The best part for this page is that customers do not need to load a new page for every answer. They get it all in one page.

12. Wistia

This FAQ page has a floating footer that follows you as you scroll down the page. Customers on this page can easily explore the knowledge library if they want, but the minute they’re ready to throw in the towel, there’s immediately a way to search or ask for assistance.

13. Pampers

This FAQ page does a great job of keeping things simple. It offers a search bar for customers, which helps them save a lot of time. It is also designed with the user in mind by listing the top 5 questions.

14. Gucci

This is a neat and clean example of FAQ page. It offers the users many options to find answers. Customers can use the top navigation bars, the drop-down menu, or scroll through the different categories.

15. First Direct

This FAQ page brings lots of information-rich segmented guides and financial tools into a single place. It is often not easy to make complex questions straightforward and accessible for customers, but this page does a great job.

Conclusion

An effective FAQ page is an essential part of a successful website. It can help to save your employees’ time, and provide customers with the information they need. Taking some time and effort to design an FAQ page that suits your brand or business will greatly enhance the user experience. Hope the above examples can get you inspired to build a better and more effective FAQ page for your business and generate more sales.

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