I’m a huge fan of Cosmic Rabbits Tea, a cafe/store near me. I love their teas, the atmosphere, and the fact that it’s locally owned by a mother and daughter! Even though I am a frequent customer, when I explored online, I realized that their company didn’t have a clear place to get questions answered. I also noticed many people may not know if they’re still in business because they don’t have a strong online presence. These discoveries made me decide to look further into their company.
Their website looks great, but I noticed some things that were missing. The first thing that stood out to me was that they have an FAQ button available, but when I press on it there’s just a 404 Error page:
This presented me with the perfect opportunity. I worked at a restaurant before, and I found that giving clear concise answers to customers is a must.
I wanted to create an FAQ page because they already had it as an option on their website, but the customer reaches a dead end when they click on it. That experience may lead the customer to leave the site since their questions didn’t get answered. A business can’t run without customers. So, not having an FAQ page may lead to a loss of interest when people visit their website.
I noticed other opportunities for improvement as well. For example, they use Shopify for their website but they don’t provide an online store. So, I feel like using a different platform for their website could be beneficial for them. This is because it reduces the overhead cost. Shopify costs them money, while what I just created was free.
I couldn’t just hit the ground running and start creating this mock-up for them without digging into their business. I did this by simply using Google and exploring all the avenues that come up when I search their company. My goal was to find potential questions I could answer. I found their Facebook and Instagram, but the last time they posted was a year ago. They also didn’t get many questions through those platforms either. I noticed the only page that somewhat answers questions customers may have was on Yelp. That helped me curate some of the FAQ questions. I came to the conclusion that as the customer, I was required to go to various sites to figure out their pricing, where they were located, if they had Wi-Fi, where to park, etc.
Another way I came up with questions was by exploring their website and thinking from the customer’s perspective. What is their website not answering? Doing this exercise made me realize that they needed a central hub where all questions can be answered.
After I did my research, I gathered all of my findings and created a rough draft of the questions I came up with. This was just a way for me to write everything down in one place for me to organize my thoughts. It wasn’t time to make it pretty yet—I needed to get my facts straight first. This was a very important step because it made me look at the big picture and figure out what I needed to delete or improve.
My main goal for this project was to make sure this is something that the customer can benefit from. I already knew about their business through word-of-mouth, but there’s probably a large number of people in the area that doesn’t know Cosmic Rabbits exist. They do provide an email newsletter though, but you can only find that info on their website.
I decided to use Wix to create the website/FAQ page. Wix gives great templates you can build off of to create an FAQ page, which is exactly what I needed. Using a platform like Wix would also be less confusing for the customer. When I visited their website I was expecting there to be a shop since there was a cart in the top right corner. So, using the method I am presenting in this project, it will improve the customer’s experience when visiting their page. I started with one of the templates, but also customized and found some clipart that went along with the vibe of Cosmic Rabbits Tea.