With digital payments’ rising popularity, fraud is a growing concern for the hospitality industry. Credit-card chargebacks cost significant time and money, leading to preventative enhanced security measures like strong customer authentication (SCA). SCA requires a two-factor verification before processing payment. In some parts of the world, it’s a fact of life, but it can feel disarming to someone encountering it for the first time.
While we were optimizing our SCA experience, a product owner on the payments program team reached out with a separate request to review an FAQ page that had been created to explain payment verification emails some years prior. These emails were no longer being sent: Should we do something else with the page or just delete it?
My stance on FAQs has softened over the years because of use cases like this one. Since SCA happens via the user’s credit card provider, our options for clarifying and reassuring within our own UI were limited. Plus, we had recently expanded digital payment methods with more enhancements planned.
When I considered intuitive places to talk about payment security, my next thought was almost always “OK, but who will see it?”
So I redesigned the page with real frequently asked questions.
Why it works
- Translates complex concepts into plain language.
- Content is search-friendly and LLM-friendly.
- Content is legally compliant (after only one round of review!) and consistent with brand tone of voice.
- Anchor navigation and semantic headings allow for further expansion.