web EXPERIENCE
Ford Internal OTA Site
FAQ Page Design
The FAQ page was designed to support Ford's internal Over-the-Air (OTA) Updates site. The goal was to make complex technical terminology more accessible and to help internal users quickly find answers to common questions.
The Challenge
Our design team began by conducting user interviews and job shadowing sessions to understand how employees interacted with the OTA site during their daily workflows. Through this research, we discovered significant knowledge gaps around the technical language used—particularly with internal terminology such as ice packs, a core component of OTA updates. These knowledge gaps slowed workflows and led to frequent support requests.
User Research & Insights
Our team set out to design an FAQ page that would address the issues we uncovered. We facilitated brainstorming sessions and applied card sorting to organize content logically and ensure the FAQ was easy to navigate.
Information Gathering
Work with engineers to define technical terms and acronyms in plain language
Data Visualization
Include visual aids and infographics for more complex concepts
User Interviews
Address the most frequently asked questions identified in user interviews
Solution: FAQ Page
We collaborated closely with the development team to verify technical accuracy and ensure all FAQ content aligned with internal standards. Usability testing validated that the new page significantly improved understanding and reduced user confusion around OTA terminology.
