FAQ

low complexity extracted Help & Support Confidence: 100%

Components

Shared

User Stories

Yes

Analyzed

Description

The FAQ feature provides a searchable and browsable list of frequently asked questions and answers covering common usage scenarios, troubleshooting steps, and platform policies. The content is organized into logical categories relevant to peer mentors and coordinators - such as activity registration, expense claims, and account management - so users can find answers without needing to contact support. The FAQ is accessible from the Help & Support section and is part of the always-on module. Questions and answers are maintained by the Norse Digital Products support team via a backend CMS or structured data file and are fetched on demand with offline caching. The screen supports simple keyword search across question titles and answer text. Deep linking to individual FAQ entries is supported so that coordinators can share direct links with peer mentors when answering recurring questions.

Analysis

Business Value

A well-maintained FAQ reduces the volume of repetitive support requests and lightens the load on both the Norse Digital Products support team and on coordinators who informally answer platform questions. For organizations like NHF with 1,400 local branches, individual coordinators cannot realistically serve as first-line platform support - a self-service FAQ is the only scalable answer to common questions across that distribution. The FAQ also supports onboarding for peer mentors with low digital confidence by providing reassurance that help is available without the friction of composing a support message. Peer mentors who can independently resolve confusion are more likely to complete registrations rather than abandon them, which directly improves data quality for coordinator oversight and Bufdir reporting.

Implementation Notes

The FAQ content is stored as a structured JSON array (id, category, question, answer) on the backend and fetched by a lightweight public endpoint. The Flutter screen uses a `FaqScreen` widget that displays categories as expandable sections with `ExpansionTile` widgets, meeting the WCAG 2.2 requirement for non-drag interaction alternatives. Client-side keyword filtering is implemented over the cached content to avoid round-trips for search. Offline caching uses the same Drift-backed strategy as the Privacy Policy screen, with a TTL and version fingerprint. Deep links follow the existing in-app navigation scheme (`/help/faq/{id}`) so coordinators can share individual entries via the Share Profile or notification mechanisms. Content authoring is decoupled from app releases - the support team can add or edit entries without shipping a new build.