Most companies have an FAQ — or Frequently Asked Questions — page on their website. Some may even have a few pages depending on the products or services they provide. FAQ pages include a series of questions that are commonly asked by customers. They cover a variety of topics including product or service usage, business hours, prices, and more.

FAQ pages are important because they save time for both customers and employees. Customers don't have to go through the trouble of contacting a customer support team to get answers to simple questions. Employees don't have to waste time offering support for questions that are frequently asked and could be easily answered with a standardized response.

Designing an FAQ page may seem like a piece of cake, but it's easy to get carried away with your design and over-complicate the page. When developing your FAQ page, use the following tips to ensure your design is optimal for your customers.

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FAQ Page Design

1. Write clear and concise pages.

In terms of FAQ pages, "the more the merrier" is actually a fallacy. Too much text can end up being too confusing, causing readers to have to search for the answer they need. Rather than writing long and eloquent paragraphs, it's best to be straightforward and brief when providing answers.

2. Regularly update each page.

It's important that every FAQ page you have is always accurate. As your organization faces product launches and updates, your FAQ pages should reflect these changes as well. This means your team needs to consistently review each page and revise it after launching new features.

3. Include a search bar.

While it's helpful to list out all FAQ questions on a single page or link to them from a landing page, this dense format can end up being tedious for many customers. Often times, customers come to a FAQ page with a single question in mind and are forced to scroll through tens or hundreds of other questions to find theirs. If they have access to a search bar, they can easily search their question or related keywords to save time.

4. Organize questions by category.

What can also be tedious is listing all the questions in a random order. This is especially frustrating for customers who have several related questions regarding a single topic. Thus, it's helpful if you divide up questions into overarching topics, such as products, security, and billing.

5. Link top questions.

It's good to have categories laid out on the landing page of your FAQ section. However, there are likely some questions that are more popular than others. To save customers even more time, these top questions should have their own section and a link to their answer at the top of your FAQ page. That way you can maintain your categorical organization while making your most commonly asked questions more accessible.

6. Stick to the basics.

You might want to lighten up your FAQ pages with fun colors, themes, or humor. These can be effective based on your organization and its branding, but customers aren't on your FAQ pages to be entertained. It's typically best to stick to a basic format and simple design that can be quickly accessed and easily read.

These tips can offer you structure when crafting your own FAQ page. For more guidance in your design process, check out the following companies who created successful FAQ pages.

FAQ Page Examples

1. Zappos

Zappos saves visitors a lot of time with its simple and easy-to-read FAQ page. Questions are separated into larger categories that make for simple searches. While there's no search bar, the ease of viewing all questions on a single page makes for an equally accessible experience.

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2. Dropbox

Dropbox checks all the boxes with its thorough, but uncomplicated FAQ page. The page has a clear, bold search box which encourages visitors to utilize the tool over scrolling for their question. The top of the page has links to its featured FAQ pages — likely the most popular or newest ones. Below that are many topics with short descriptions to help readers access answers quickly.

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3. Bank of America

Bank of America's FAQ page is excellent. First, before accessing the page, it allows you to select your state of residence. Then, you have several options to search on the FAQ page. You can scroll through topics and select the one that best fits your question or you can search your question in the search bar. And there are links on the right side that help you perform some important actions like reporting fraudulent activity.

Source: Bank of America

4. Etsy

Etsy succeeds in having an FAQ page that's informative, straightforward, and aesthetically pleasing. What's great about it is that the popular articles are listed with their overarching topic name. When you click on the article, you can access other articles within that topic on the left-hand column. Below that are many more topics divided between two easy-to-grasp parent categories.

Source: Etsy

5. Adobe Creative Cloud

Adobe Creative Cloud has an FAQ page with a search bar at the top and a disclaimer that the content applies to the 2018 version of Creative Cloud. The best part is that you never have to link away from the original page. Every topic is linked at the top within larger sections. If you scroll down, you can read each question within each topic and click on the arrow to read the answer.

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6. McDonald's UK

The McDonald's UK FAQ page is aesthetically pleasing, and even includes pictures of customers enjoying the product. As you scroll down you see several options for finding answers to questions. You can search your question, filter responses by one or more topics, or simply scroll down through all the 967 questions listed on the page (which may be a bit time-consuming but, hey, your choice).

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7. WhatsApp

WhatsApp's FAQ page has a soothing, green color scheme that aligns well with its branding. Beyond that, there are no frills on this simple FAQ page. There's a clear search bar that allows you to type in keywords. Below that are the broad product categories, along with links to three popular questions or topics. You can view all questions within a category by clicking the appropriate link.

Source: WhatsApp

8. Wikipedia

Wikipedia has an FAQ index that's formatted very similarly to its articles. You can search through all the FAQs at the top or view overarching topics within the categories of "General" and "Specific." Each topic brings you to a separate page that lists all the questions and their answers.

Source: Wikipedia

9. Shopify

Shopify's FAQ page is an example of one FAQ page that doesn't necessarily require a search bar. Since there isn't a surplus of questions — just 14 in total — visitors may not need to search their question at all. You can click one of the four topics on the left-hand side or scroll down to view all questions and answers on the same page.

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10. Microsoft

Microsoft has a FAQ page that might surprise you with how minimalist it is. The landing page simply features headers like "Windows" and "Office" with plus signs beside them. Once you click the drop-down menu, it reveals a list of questions related to the topic.

This is another example of an FAQ page that may not require a search bar. Since there are only 26 questions in total, Microsoft can just list the questions and answers for each category.

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For more assets that can save your customers' time, read about some useful customer success tools.

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Originally published Apr 5, 2019 8:00:00 AM, updated July 12 2019


Customer Success