UX Writing with Emphathy
Writing clear and concise copy
to improve user experience
— PROJECT NAME
UX Writing Challenges
— PROJECT GOALS
Design and writing skill development,
Creativity testing
— MY ROLE
UX Design, UX Writing
— TOOLS
Figma
— DATE
Winter 2019 till date
I love the unique challenge of creating content-first design and engaging copy with compassion and empathy. As part of continuously developing my UX Writing skills, I signed up for the UX writing challenges and exercises from the daily UX Writing Challenge, Skillshare and the UX Writing Hub course.
I analyzed each user scenario, explained my rationale and designed the solution prototypes in Figma. My goal was to make the copy sound more empathetic and/or helpful to the individual seeing the copy.
Challenge: New security feature
Encourage the customer to pay extra for a new security feature for their new low-cost flight. Turn the designer’s copy into a well-written and well-designed screen that appears right before the user gets to the checkout.
Solution
Since this screen comes right before checkout, my goal was to encourage customers to purchase the upgrade while minimizing user drop-off. I demonstrated the benefits in using friendly, clear bullet points. Since this is a transactional action, I made the second CTA very explicit so there’s zero ambiguity in the mind of the user.
Challenge: Event notification
Write a notification from a music player app letting the user know that one of their favorite bands is in town.
Solution
I appealed to the user's FOMO with an attention-grabbing heading and provided the most relevant information below. I gave the users the option to buy tickets to the show, see other shows on the tour, or simply close the notification
Challenge: Pop-up error message
Design a pop-up error message explaining to the user that they've used up all their free boxes and can purchase more for a fee.
Solution
I made the headline casual but sympathetic. I used a graphic that aligned with the mood. The exclamation mark in the body copy serves to make the first sentence exciting. The goal was to nudge users towards a free trial with a casual tone.
Challenge: Promotional new feature
Write a promotional home screen for a subscription service that delivers groceries to the user for a once-a-month flat fee.
Solution
I provided solutions to the main pain points of shopping in-store include traveling to the store, waiting to check out, and getting the groceries home. For the buttons I added 'maybe later' so that the user knows they can add this service any time without pressure to download now.
Challenge: Internet connection error
Write a copy for a learning app, telling the user the next lesson can’t load because they lost internet connection.
Solution
I used an apologetic tone because this is a frustrating situation for the user, while advising to take action to rectify the error.
Multi-step Form Fields
Challenge: Form fields
Create a 4–6 step form (multiple screens) that collects user data to help customize the product to the user’s intended use.
Solution
I used a conversational, clear, and friendly tone. Questions are sequenced in order of functionality, (site type → user proficiency → user persona). I started the form with approachable language to mirror a real life conversation introduction. I wrote helpful explanatory copy under each question for the user to understand why and be motivated to respond. I also used dotted progress trackers to let the user know how many steps is left to fill out the survey (swipe images below).
Challenge: Award notification
- Lingual is a leading mobile app for language learning. Inform the user they earned the Word Wizard badge for adding their first 500 words to their word bank.
Solution
The header is playful and the copy is encouraging. The image draws the user's attention to their achievement. The message ends with a focus on continued engagement.
Challenge: Flight cancellation
Write a notification from an airline app that the user's flight has been canceled due to bad weather.
Solution
I used red color for the headlines to emphasize the cancellation. I reassured the user by adding the bit about safety being a priority. This eases their discomfort knowing that the flight acted in their interest. The CTA buttons gives users the agency to either rebook the flight themselves or speak directly with an agent.
Challenge: Payment error
Write an error message from a rental car app that the user's credit card has expired.
Solution
Since this is a frustrating moment for the user, I avoided directly addressing the user. So rather than "your credit card is expired" I went with "this payment method". Financial processes can be sensitive and a user in a vulnerable state will not want to read a message that sounds accusatory.
Challenge: App promotion
Write a promotional screen targeted to a busy parent for an app that lets a user choose teams, sends game reminders, real-time score updates, and highlight videos.
Solution
I used bullet points to emphasize the benefits of using the app despite the user's busy schedule. The games can be accessible anywhere, and on any device. I highlighted that the app is free in the CTA to motivate the users to download it.
Challenge: Driving app alert
Write a driving app alert to notify the user there’s a fire happening near their location.
Solution
Modelling Google Maps' simple and direct language. I alerted the driver to the impacts of the fire to traffic- road closures and delays – and gave a brief description of the location including relevant details. The recommended action “reroute” is given in a primary CTA, but the user has the option to ignore it and continue on their original route.
Challenge: Confirmation dialog box
Create a confirmation dialog box for a new destructive delete feature that informs users that deleting a project will also delete all associated data.
Solution
I was specific and straightforward about the action because it has significant consequences. I provided an additional explanation to describe other actions that deleting the project would trigger.
