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Design Information Architecture Main Principles of IA Review: Organization and Labeling Systems

Vipul V
Vipul V
1,138 Points

Correct Answer for this question in the quiz is not clear to me. As Customer support fits as the right answer

For the quiz question "If a shopping website organized its help content sequentially, then its first category of content might be:" According to me 'Customer support' makes more sense for the first category choice, if we are looking for 'help' content. 'Creating Your Account' as the right answer, doesn't make sense to me as how is it related with the 'help' content for a site.

1 Answer

Dan Gorgone
Dan Gorgone
Treehouse Guest Teacher

Hi Vipul, my intention with this question was to get everyone thinking about how a company might present each section of content for its help section in sequential order. In other words, what specific kind of help would website visitors need to find FIRST? "Customer Support" is too generic of a choice, though it might be considered as an alternate name for all the help content for customers as a whole. Since the first task for customers on shopping websites before placing an order is often to create some kind of an account, the "Creating an Account" choice would be the correct answer.

Hope this makes sense, and sorry for any confusion about it. Ultimately, following a sequential order can make a lot of sense for help docs so users don't have to search as much, knowing they can look at each category of information in order as they progress through a specific process or checklist.

Vipul V
Vipul V
1,138 Points

As stated by you, consider the explanation and the possible answers:

"In other words, what specific kind of help would website visitors need to find FIRST? " --> Customer Support & "In other words, what specific kind of help would website visitors need to find FIRST? " --> Creating an Account

Which one is more relatable? (to me it's Customer Support [which was one of the options available for the quiz])

According to me, had it been related to shopping, creating an account would've made the right choice.

I agree that 'Customer Support' is too generic choice, but its related to 'help'. But, it's kind of not obvious enough to me that 'Creating an Account' is related to 'help'. Help should be present all the time, without forcing the users to create an account. I hope this helps in understanding why was it confusing to me.

If you find this relevant, you may include the necessary changes otherwise I got the context. And as I have told earlier, I just want the things to be more clear.