During my Value Assurance work, I came across some error messages in our software that were difficult for users to understand. On closer inspection, I realised that these messages occurred frequently and were often incomprehensible to non-technical users.
This initial experience made me curious and motivated me to learn more about UX Writing and error messages. After researching literature and best practices, including input from the existing content design system, I created an error message guideline that was well received by the team.
Through further iterations, I broadened my focus to integrate UX text patterns into the content design system and prioritise specific areas for research.
Because content design can be a very important aspect of digital product development. UX writers focus on delivering information clearly and concisely - UX texts are always user-centered. It is important to use consistent language and tone of voice, even for your own brand. Accessible writing ensures that users with disabilities can navigate and understand the user interface. Due to globalisation, language localisation should be considered when creating UX documents. To achieve consistency in UX creation, the general product guidelines and a content strategy should be defined.
Step 1: Error messages made me curious. I started with reading articles, books, best practices and ended with a deep dive into this topic.
Step 2: Get an overview of what already exists in our design system. This includes some Research / Benchmarking what other companies are doing.
I can recommend the following links/literature:
Yifrah, Kinneret (2017): Microcopy: The Complete Guide.
Podmajersky, Torry (2019): Strategic Writing for UX. Drive Engagement, Conversion, and Retention with Every Word.
https://www.uxlanguage.com/overview
https://contentdesign.intuit.com
Step 3: Design a structure of possible topics for the content design system and work with the team to find all the relevant points. I searched through the existing design system to see what was already there and highlighted the missing topics. Then I tried to prioritise the missing issues to get an indication of where to start. I then discussed this with the UX team to get their commitment.
Step 4: Together with the team, I decided to select and start working on the following topics - the most urgent and highest priority topics.
How to improve UX Writing
General UX Writing
The fewer words the better
Before stacking your interface with words, ask yourself:
1. Are they really necessary?
2. How can you phrase it in as few words as possible?
Heuristics for UX Writing
Useful
Understandable
Concise
Structured
Empathetic
Brand-compliant
Consistent
Error-free
Step 5: I gave my colleagues some suggestions to review and incorporated their opinions into my first draft.
Step 6: Test the content and ask some participants to review the wording.
Step 7: Use Torrey's 90-60-30 plan to establish yourself as a UX writer in the company.
Step 8: Work on the plan and the content. Continuously.
Surprise! It's not that easy. It's not interesting for everyone. So it's the most important to formulate it well and maintain engagement.
Personally, I am now in the test phase. My next steps are to test the content I have created. I also want to set up a buddy system to help my coworkers with text and give them tips and feedback in the design.
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