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Solution

Start by identifying some frequently asked questions with the entire design team. Review the questions and answers in your competitors' FAQ pages to identify any questions your team might have missed. Supplement your questions with those collected from people in close contact with target customers. Use an organizational scheme to group related questions. Add a search feature if there are many questions. Use redundant navigation to make it easy to find the FAQ page on your site. Use the FAQ page only as a temporary fix if there are usability problems.

Figure H7.4. A FAQ page contains commonly asked questions and answers, helping customers help themselves.



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