FAQ
Feature Detail
Description
The FAQ feature provides a searchable, categorized list of frequently asked questions and answers accessible from the Help & Support area of the mobile app. Questions and answers are stored in the backend and fetched at runtime, allowing content to be updated without requiring an app release. Categories cover common topics such as activity registration, account management, notifications, and organization-specific workflows. The feature reduces support load by enabling users to self-serve answers to common questions. Given the diversity of user digital skill levels across organizations, a well-maintained FAQ can substitute for direct support contact in many routine cases and helps users build confidence using the application independently.
Sources & reasoning
Listed in the area taxonomy (line 480). Blueprint marks v1.0, consistent with the source phase matrix which shows Help & Support as a core area but FAQ as supplementary to the primary support channel. Deferred because useful FAQ content requires real usage data from MVP rollout first; the testing setup (line 57-58) confirms a coordinator-mediated feedback loop that will surface question patterns post-launch.
-
docs/source/likeperson.md · line 480| help-support | Help & Support | Contact Us, Privacy Policy, Accessibility Statement, FAQ |
-
docs/source/likeperson.md · line 57-585-8 testpersoner per plattform med spenn i kjønn, alder og digitale ferdigheter, og én dedikert kontaktperson per organisasjon som filtrerer og samler tilbakemeldinger.
Analysis
A FAQ section directly reduces the volume of support requests routed through the Contact Us feature by allowing users to find answers independently. This is operationally valuable for organizations where a single coordinator is responsible for filtering and forwarding feedback from five to eight test users (as described in the testing setup in section 1.6), since coordinator time spent on repetitive questions is time not spent on peer mentor oversight. Over time, FAQ content can be derived from actual support request patterns, creating a feedback loop that improves self-service coverage. The feature is deferred to v1.0 because the critical support channel (Contact Us) covers the MVP need; FAQ content also requires a base of real user questions to be meaningful, which only emerges after initial rollout.
The FaqScreen fetches a list of FAQ entries from a lightweight REST endpoint backed by the faq_entries table in the database. Entries include a question, answer, category tag, and optional organization filter to support org-specific FAQ content. The FaqRepository caches entries offline using Drift so that FAQs remain accessible without connectivity, consistent with the platform's offline-first architecture. The UI renders entries in an expandable accordion pattern (ExpansionTile in Flutter) grouped by category. Basic full-text search filters the visible list client-side against cached data. WCAG 2.2 AA compliance requires that expanded/collapsed state is conveyed via semantics, focus management follows expansion, and search input meets contrast and label requirements. Admin-side FAQ management (CRUD) is out of scope for the mobile app and would be handled via the Admin Web Portal in a future iteration.
Components (10)
Shared Components
These components are reused across multiple features
User Stories
No user stories have been generated for this feature yet.