FAQ Pages

The Ask:
Update FAQ pages to align with new style guide and WCAG 2.0 AA standards

Why It’s Important:
Inconsistent design erodes users’ ability to evaluate and trust (source)

The Process:
The Customer Experience team started this project because they wanted to better align the site’s FAQs with current call drivers.

The content and customer experience team leads met to choose the 5 pages most in need of updating:

• Program Overview
• Products
• Mobile App
• Order Limits and Spending Limits
• Documents

The CX team identified the questions that were no longer relevant for our current business practice. They also outlined the preferred business approach for each question.

Together we agreed to try to limit the number of FAQs on each page to 5 questions if possible. This was, we decided, a general guideline rather than a strict rule. Our hope was that this approach would make each FAQ more scannable.

As part of this change, we pulled questions related to Ordering out of the Program Overview FAQ and gave them their own space.

My fellow UX writer and I rewrote the remaining content for clarity and brevity. We were able to make each FAQ easier to read by using smaller words, shorter sentences, and ordered lists.

FAQ Reading Level	Before	After
Program Overview	11.9	6.9
Products	9.3	5.7
Mobile App	9.6	5.4
Order and Spending Limits	13.4	7.8
Documents	9.5	6.1
Ordering	N/A	5.4

After our revisions, we sent out each revised FAQ to the business unit it supported for review. This review process involved 17 people across 10 teams.

The original base font color, #7c868d, came from an older style guide and didn’t meet WCAG 2.0 AA color contrast standards. We changed the base font color to #333 to improve readability. We also increased the size of subheaders.

We received help from the Creative and UX design teams, who replaced the old icons with new ones that matched the current, preferred outline style.

After building and reviewing the changes in Staging, we made the updates live over a series of 4 days.