User Experience – Frequently Ignored Answers

You know, many sites implemented a section named – Frequently Asked Questions. I reckoned before that you only need this section because the site is not easy to use or understand and therefore you need pages and pages to explain the details. And the questions in most cases are not “asked” by the site users / customers; but by the developers, marketing “gurus” and the site owner. In other words, kinda useless.

But then I figured we cannot ignore the fact that many dumb users / customers thought they are smart-ass and try to do funny things with a website – for instance, I have users argued with me many times why they need to use their public digital certificates to do a digital signing … go figure.

So I think, why not set up a page in your site named – F.I.A., Frequently Ignored Answers ? In this page, there are no frequently asked questions, just a bulleted list of stupid answers … for examples,

  • You see black on your monitor, because you have not switched it on yet.
  • Yes, your ISP bill may be expensive, but we cannot “switch off” or “shut down” the Internet for you.
  • Your PC will still get infected if you don’t install anti-virus software … just don’t blame us.
  • Your PC is not working not because you visited our site, but your kid installed a game last night. Don’t call our Call center.

Now I feel good, I created an acronym by myself. F.I.A.

Author: Michael Yung

Michael possessed over 30 years of experience in Information Technology with focuses on complex application development, database technologies and IT strategy. He also spent the last 20 years in Internet technology, eCommerce development / operations, web usability, computer security and Public Key Infrastructure technologies.

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