Articles

Susan Farrell

Since joining Nielsen Norman Group in 1999, Farrell has consulted with dozens of companies —  multinationals, government, open source, and early startups — regarding website and mobile device usability, interaction design and information architecture. She conducted the User Experience Careers survey, co-authored the E-Commerce User Experience research series, conducted accessibility research for the Usability Guidelines for Accessible Web Design report, and contributed to many other NN/g research reports.

Articles

An FAQ’s User Experience Deconstructed

January 25, 2015

Good FAQ pages use legible typography, chunking, appropriate spacing, easy navigation to individual questions, and reflect the current questions of the site users.

FAQs Still Deliver Great Value

December 21, 2014

A usable website FAQ can improve products, services, information, and user experience as part of your knowledge management process.