Project Overview
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.
Research & Discovery
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.
Key Challenges:
- Technical jargon created barriers to understanding.
- Users lacked a central place to find clear explanations.
- The existing information hierarchy made it difficult to locate relevant content.
Design Approach
To address these insights, we set out to design an FAQ page that would:
- Define technical terms and acronyms in plain language
- Address the most frequent questions identified in user interviews
- Include visual aids and infographics for more complex concepts
We facilitated brainstorming sessions and applied card sorting to organize content logically and ensure the FAQ was easy to navigate.
I created a custom graphic to visually explain the “ice pack” concept, helping users grasp its role within OTA updates more intuitively.
Tools & Methodologies
- Sketch – Initial wireframes and visual design
- InVision – Interactive prototypes for usability testing
- Figma – Final design migration and collaboration
- Wireframing & Sketching – Brainstorming and ideation
- Card Sorting – Information architecture
- User Interviews & Testing – Research and validation
Collaboration & Validation
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.
Tara Wilkinson UX/UI Portfolio 