Luxury boutique hotel chain The Hoxton wanted to rethink the presentation and functionality of their FAQ pages on all digital devices. It was felt that currently the information was too difficult to access particularly on their mobile devices leading to customer frustration.
The Research stage involved analysing the current FAQ page on both mobile and desktop devices to identify the current issues with accessibility. Below are some potential pain points I discovered.
No option to view FAQ pages from other Boutiques
Content titles are cut off
Extra click action required to view FAQ information
No indication of where you are
FAQ pages cannot be accessed from global footer
Taking the pain points as a starting point I began to convert them into actionable goals for solutions to improve the product.
Several features were introduced to make the content more visible. Firstly headings were added to break up the information aiding the customer to find specific content efficiently. The typography was refined to ensure all content was visible and expandable content boxes were also added for better ease of use