FAQ

A well-organized FAQ directly reduces the operational burden on coordinators and Norse support staff who currently handle many repetitive questions during onboarding and early usage phases. For partner organizations with large volunteer bases - HLF's peer mentor with 380 registrations in a year being a prime example - self-service support dramatically reduces coordinator interruptions and enables peer mentors to continue logging activities even when coordinators are unavailable. From a retention perspective, users who can quickly resolve uncertainty are significantly less likely to abandon the app in frustration, supporting the adoption goals of all partner organizations. FAQ content also serves as living documentation that can be updated as the platform evolves.

The FAQ screen should use a Flutter ExpansionTile-based list grouped by category, with a search field at the top that filters questions by keyword. FAQ content should be fetched from the backend to allow updates without app releases, with local caching for offline access. WCAG 2.2 AA compliance requires that expansion controls have descriptive accessible names (not just arrow icons), focus management is correct when items expand and collapse, and search results are announced to screen readers. A Riverpod provider handles content fetching and search state. The FAQ Repository data component stores question-answer pairs with category metadata and supports content management by Norse staff without requiring engineering involvement.