Introduction
FAQs (Frequently Asked Questions) usually mean the main content isn’t clear enough. That forces people to scroll through a list of questions just to find what they need.
Instead, we make sure answers are easy to find in the right place. Clear, simple content, no extra clicks, no searching around – just the information that is needed, when it is needed.
Our Goal
We want to make it simple for everyone to find the information they need, without the frustration of scrolling through long lists of questions. By designing content around tasks and topics, we make our website clearer, faster, and more helpful for everyone.
Why FAQs don’t work
FAQs (Frequently Asked Questions) might seem helpful, but they often create more problems than they solve. Here’s why:
Harder to read and navigate
FAQ pages usually present long lists of questions. Users have to scan through them to find what they need, which is slow and frustrating.
Poor user experience
People visit websites to complete tasks, not to browse through questions. FAQs group content by format rather than by task, forcing users to hunt for answers instead of finding them where they expect.
Often not truly ‘frequently asked’
Many FAQ pages include what we want to say, not what users actually ask. If a question is genuinely common, the answer should be easy to find in the main content – not buried in a separate section.
Risk of duplication and errors
FAQs often repeat information that appears elsewhere on the site. This creates confusion and increases the chance of outdated or contradictory content.
Bad for accessibility and mobile
Long question headings and dense lists make FAQs harder to read on small screens and for people using assistive technology.
Better alternatives to FAQs
Instead of relying on FAQs, we focus on creating content that is clear, task-based, and easy to find. Here are some effective alternatives:
Task-focused pages
Organise information around what people want to do, For example, ‘Apply for a permit’ or ‘Pay your council tax’ rather than around questions.
Clear headings and plain language
Use short, descriptive headings and simple language so users can scan and understand quickly.
Topic-based guides
Group related information into guides or sections, such as ‘Housing support’ or ‘Waste and recycling’, so that everything is in one logical place.
Search-friendly content
Make sure answers appear in the main content, not hidden in a separate FAQ page. This helps users find what they need through search engines and site search.
Contact options for complex queries
Provide easy ways to get help when needed – such as email or phone for questions that can’t be answered online.