Hasky: FAQ Platform
Hasky is an information retrieval and question answering system builder.
The Hasky FAQ center is set up in a way for users to ask any question and the model will work to retrieve the most accurate answer.
Thus, the most important element on this page is the search bar. It is the forefront of all other elements on this page and noticeable- front and center, right from the start.
This was a radical change from the previous versions where the ask bar was situated at an obscure spot on the screen, rendering it difficult for users to spot:
Display query formulations & auto suggestions with hit-highlighting & spell-check
Hit-highlighting
When a user is typing a question into the search bar, they are actively inputting information into the system. This is known as active querying (or Active QF for short). During this state, it is ideal to display query formulations / auto suggestions with hit-highlighting.
This means highlighting various parts of each suggested answer that has the most relevance to the question. Google does this very well, if you notice the way they highlight important key phrases or words. Hasky’s automated suggestions were re-designed in the same way to provide a seamless user search experience.
Spell-check
Another helpful feature is spell-check. Spell-check is implemented by displaying a red error line below the misspelled word.
When displaying search results, limit the number of results shown on one page, breaking the entire collection into several pages. To know what the most optimal number of results to show on a page is, conduct user testing to gather feedback. The answer may vary depending on what the nature of content is when displayed in the results.
For NLP specific cases, the number of search results to show may depend on how text-heavy each result could be, and how much mental workload a user would need to sieve through the results.
Truncate each result card
As the results shown may be lengthy and text-heavy, it’s better to truncate the content and display each result in a condensed form with the option to expand.
This helps the overall readability of the page too as it gives consistency and structure, which makes it generally easier for users when scanning a page looking for answers.
Allow for easy feedback
The Hasky FAQ tool is also set up to collect real-time feedback so the model can be tuned accordingly. This is done with including a feedback section at the end of each result asking “Was this helpful?”
The user replies by clicking any one of 3 smiley faces – Happy, Netural, and Sad.
A happy face affirms the model that the answer is correct. A neutral face indicates that the answer is not quite what the user wanted, but may not be too far off. A sad face indicates that the user is sure this answer did not fit what they were asking.
