During summer-fall 2024, I had an exciting opportunity to make a contribution as a UX/UI Designer to Digital Aid Seattle, a nonprofit organization focused on building free tech tools for Puget Sound nonprofits to help them make a greater impact on our local community. What started as a request to add a small FAQ section at the bottom of the Volunteer With Us page, had evolved into a full FAQ page, which is rather utilitarian, but necessary, and had officially launched at the end of October 2024!
The Challenge
What began as a straightforward task to add a small FAQ section at the bottom of the Volunteer With Us page quickly grew into a much larger initiative. After identifying a significant number of user questions, we realized that a full, dedicated FAQ page with well-organized sections would better serve the needs of users. This shift presented a unique challenge: creating an entire FAQ page required significantly more input, coordination, and resources—a considerable undertaking for a volunteer-run organization already operating with stretched resources. It meant involving more team members, more reviews, and more effort than initially planned, all while staying aligned with the nonprofit’s mission and maintaining a high standard of usability.
My Process
1. Research & Collaboration: I connected in-person with people on multiple teams to gather the most common and pressing questions. Cross-team collaboration ensured we captured the full spectrum of information users needed.
2. Prototyping & Feedback: I developed wireframes and prototypes to structure the FAQ page, iterating based on feedback to create a user-friendly and accessible design.
3. Additional Design Work: I also handled the integration of the FAQ page across the site by designing a link in the footer for easy access and adding a menu button for quick navigation.
4. Content Creation: Along with the design work, I wrote all the FAQ content, focusing on clarity, simplicity, and user-friendliness. The goal was to make it as easy as possible for users to find the information they needed quickly.
Results
The page is live, and we’re already seeing positive feedback from users! We anticipate a decrease in support requests and smoother navigation through the site as users now have easy access to the information they need. The structured FAQ sections have made it much simpler for visitors to find answers on their own, leading to a more self-sufficient and empowered user base.
This project has reinforced my passion for user-centered design and the power of collaboration in creating meaningful digital experiences. I’m excited to continue taking on new UX challenges, whether in volunteer roles or paid opportunities!
Let’s connect if you’re interested in chatting about UX, or if you know of any roles I can be a good fit for.
Digital Aid Seattle FAQ Page Design by Tatiana K, TK Create Design (2024)
For inquires, please email TKCreateDesign@gmail.com directly.
