How a roadside rest stop inspired an entirely different approach to FAQs
Introducing the YesAQ
Years ago I was driving back to Chicago from Wisconsin. On the Illinois side there are a couple of rest stops over the tollway. It’s a great place to get some gas, grab some caffeine, and stretch your legs a little before the final 50 miles home.
The rest stop usually has a booth where you can buy a iPass so you don’t need to stop and pay tolls all the time. During the day there’s a person in the booth to help answer any questions you have.
It appears that a lot of the same questions are asked over and over. Enough, in fact, that the person who answers them is sick of giving the same answer. That answer is “Yes”.
So they jumped on a computer somewhere and put together what I can only describe as one of the smartest formats for an FAQ I’ve ever seen. A single answer on top, and all the questions below. The answer is always YES!! YES, YES. YES!! Then they taped it to the outside of the booth. You can’t miss it.
I thought this was brilliant. I just love it. Yeah, it’s full of passive aggression and spelling errors and formatting problems, but the idea in itself is so refreshing. It’s folk information art.
Inspired by this, we whipped up our own version of a YES! page for Basecamp 3. It was a fun exercise in messaging and design. We call it the YesAQ.