Why we don't use FAQs
· GovBB Design System team
We have decided the design system and the services built on it will not use FAQ (frequently asked questions) sections.
The decision
FAQs are a sign that something is wrong. If users have to ask the same question over and over, the content that should have answered it is missing, hard to find, or unclear. A list of questions and answers bolted onto the side does not fix that: it hides it.
Instead of adding an FAQ, we fix the underlying content so the answer is where the user needs it, in plain language, at the point they need it.
What to do instead
- Write the answer into the relevant page, in the place the question arises.
- If several people ask the same thing, treat it as a content bug and fix the source.
- Use clear headings and task-based structure so people can find answers by scanning.
Why record this
Recording decisions like this, with the reasoning and the date, means we do not have to relitigate them later, and new contributors can understand why the system is the way it is.