Helping Members Learn About FWB with Ease
The FWB Wiki is a knowledge base where new and long-time members can find accurate and up to date information about FWB. I designed the FAQ section to help people navigate FWB by distilling key information in a consumable format and providing quick access to key information.
Timeline:
Sep-Oct ‘22 (4 weeks)
Role:
UX writer/Content Designer
Team:
PMs, Membership Lead, Product Lead
The sidebar displays different sections of the wiki and FAQ section.
Questions and Answers About FWB Membership
General Questions and Answers About FWB
Questions and Answers About the FWB Token
Problem
Finding key information on the wiki is difficult due to the volume of content
The FWB Wiki is packed with tons of important information, where anyone can learn about all things FWB. However, when users have specific questions they need answers to, it’s difficult to find key information due to the volume of content on the wiki. When users can’t find the answers they need, this prevents them from engaging and becoming active members of the community.
Secondary Research
Gaining context on member experiences
Previous internal research was conducted to identify user goals, motivations, and pain points experienced by members when onboarding into FWB. I referred to the research to gain context on member experiences when onboarding into FWB and what prevents members from participating in the community. I discovered insights that helped me turn pain points into user goals when designing the FAQ section.
Summary of Pain Points
Design Goal
Help people navigate the organization by distilling information in a consumable format
By distilling key information, members can easily get the answers they need while saving time as they no longer need to search through different sections of the wiki. To achieve this overarching design goal, I laid out three supporting design goals.
Business Impact
An active community will enable growth within the organization. More members will participate in events, product initiatives, and governance.
User Impact
In gaining knowledge about the organization, new and existing members will have more confidence navigating FWB. An increase in knowledge about the organization will lead to higher member contribution rates and an increase in new member participation.
Supporting Design Goals
Design Process
Conversation Mining
To ensure the relevance of the questions included in the FAQ section, I used the conversation mining method. I audited internal documentation from different teams and gathered keywords and phrases to validate. Then, I used the list of keywords and phrases to search through support tickets and other channels on the Discord server. I took note of the language people used in their queries, and used similar language when framing questions and answers. I collaborated with PMs to verify the accuracy of the content included in the FAQ section.
Information Architecture
I designed the information architecture of the FAQ section. Since there were a lot of questions and answers to include, I created different categories to make it easier for people to find what they are looking for. I wrote clear and concise answers for each question to ensure the readability of the FAQ section. For questions that required longer answers, relevant links were provided.
The categories include:
⟡ About this Wiki
⟡ General Questions
⟡ Membership
⟡ FWB Token
Next Steps
Measuring Success
The FWB Wiki officially launched in October 2022. To track the success of the wiki, page view count tracking and bounce metrics are enabled for the wiki and each of its sections. A breakdown will be provided at the end of each quarter to see which sections garner the most traffic overall.
Aside from page views and bounce metrics, another way I would measure success is by tracking how often people repeat the questions found in the FAQ section. If the data shows that similar questions keep coming up in support tickets or on Discord channels, the content will need to be refined.
Maintaining the FAQ section
The FAQ section will be monitored and maintained by myself and two contributors on a quarterly basis. As the wiki gains interest from members who want to contribute, it will be important to establish guidelines to ensure that the content style is consistent.