UX Writing
Coming from content development in Film/Television, I’ve always been involved in what the story is, and how it’s being told. UX writing is no different, as it requires clarity & brevity, done in a tone in line with what you need the user to feel.
Having this background, and experience, I decided to do the Daily UX writing challenge to explore and improve my writing skills when writing alerts and messages.
Too many words and the message gets lost, and the user loses interest. A joyful tone for an error login message if the user can’t access their bank account, will only frustrate them. Alternatively, their exercise app not cheer them on when they achieve their daily goal, doesn’t entice them to continue working out!
As with all UX based design, its an important balance to engage users without confusing them. Wanting to show flexibility, when appropriate the tone was apologetic, or cheeky.
Because each scenario may often have alternate tones or increased clarity depending on what is required, to illuminate how I worked through options and arrived at the the final versions, each challenge separates out final from alternate options.
Challenge
Create a written solution to a presented user problem in 10 minutes or less.
Day One
Scenario
A traveler is in an airport waiting for the last leg of a flight home when their flight gets abruptly canceled due to bad weather.
Challenge
Write a message from the airline app notifying them of the cancellation and what they need to do next.
Headline - 45 characters
Body - 175 characters max
Button - 25 characters max
Solutions
Headline
- Flight Cancelled - Bad Weather
- Your Flight Was Cancelled Due To Bad Weather
- Flight Cancelled Due To Bad Weather - Sorry!
Body
- We know you're frustrated and want to help get you to your destination. This link will help you select the earliest possible replacement flights, and get you back on track.
- We apologize and want to help get you to your destination. The link below will help you select the earliest possible replacement flights, to get your trip back on track.
- We know your time is important and that you want to get to your destination. We've provided alternate flight options below, to complete your trip as quick as possible.
- The link below will help you select the best possible replacement flight to get you back on your way ASAP.
Process Explantion
Airline travel is stressful, and the industry generally needs to convey a sense of calm and trust, without agitation. Therefore this solution is about clarity and easing emotional stress, with a likely universal tone.
In my solutions, I tried to be a straight forward, and concise as possible, while conveying empathy in a frustrating customer situation. Tonal flexibility is less likely an option, and the exercise was heloful to focus clarity of message.
Day Two
Scenario
A user is a working parent, and a big sports fan, in the midst of their favorite sports season who can no longer attend games.
Challenge
Write a promotional screen for an app that lets a user choose teams, sends game reminders, real-time score updates and highlight videos.
Headline - 40 characters
Body - 175 characters max
Button - 25 characters max
Solutions
Headlines
- Sports Updates For Busy Parents
- Fandom For Busy Families
- Fandom, when family is more important
Body
- When family is important, but isn't the only thing you care about. Scores, highlights and news you want from your favorite team, when you want them
- When family time is the most important thing, we let you follow your favorite teams at the same time with the updates and reminders you want, when you want them.
- We let you follow your favorite teams when family time is more important, giving you the updates and reminders you want, when you want them.
- We let you keep track of the first thing gave you joy, even when the second newer is now more important. Get the updates and reminders you want, when you want them.
- Continue to follow your original passion, even when your new one is more important. Get your favorite team updates and reminders that you want, when you want them.
Process Explanation
My thought here was a product aimed at parents who don't want to feel guilty that they were missing out something they used to be able to do. So as a parent, while live sports can be exciting, being a responsible parent is important and I wouldn't want the FOMO.
For my solutions, I tried to convey that tone. Particularly in the header content, to be clear and unemotional at a quick glance. This app helps you keep on top of things you can't follow as closely anymore, because they're no longer the most important thing in life. Though I didn't go that route, I could see the tone of the messages potentially eliciting a more excitable response from a user if it was in line with the brand.
Day Three
Scenario
The user entered the wrong email address to sign in to their account.
Challenge
Tell the user to enter the right email.
Error Message - 40 characters max
Solutions
Error Messages
- Unknown e-mail, please try again
- Hmm, something's not right. Try again?
- Address not found, please try again
- Hmm, something's not right. Try again?
- Please try another address.
- No record of address, please try again
- No account with that address - try again
- That email is whack, try again!
- New e-mail, who dis?
- Sorry - wrong e-mail, try again?
- That doesn't seem right, try again?
- That didn't work, allow us to try again?
- Hmmm, that didn’t work. Try again?
Process Explanation
Coming Soon
Day Four
Scenario
A user is in their favorite supermarket. They open the supermarket’s app on their phone to see what’s on sale and are greeted by a promotion.
Challenge
Write a promotional home screen for a subscription service that delivers groceries to the user once-a-month for a flat fee.
Headline - 45 characters
Body - 175 characters max
Button - 25 characters max
Solutions
Headlines
- We’ve got an offer you may like
- What's the cost of avoiding hassles?
- How much do you love avoiding hassles?
- What's the monthly cost to avoid hassles?
- How much would you pay to avoid the store?
Body
- If $10.99 is a reasonable price, then we can do your grocery shopping for you, and deliver to your door! Because your time is important, so we'll take the time instead.
- If you don’t like dealing with the parking, lines, or inconvenience of your products not being available, you can avoid all that with our monthly subscription plan. for $10.99, we’ll do all your shopping for you, and deliver it to your door.
- Now it may be $10.99 a month for us to do your grocery shopping, and deliver it to your door! Never deal with lines, or your favorite product being out of stock again!
- Your time is important and you hate lines or things being out of stock. Let us deal with the hassle for 10.99 a month, and we'll shop for, and deliver your groceries to you!
- Your time is important and you hate lines or things being out of stock. Let us deal with the hassle for 10.99 a month, and we'll shop for, and deliver your groceries to you!
Process Explanation
Coming Soon
Day Five
Scenario
The user works in graphic design. While critiquing a design in a mobile app, their phone abruptly turns off. When they restart the phone, they reopen the app.
Challenge
Write a message that the user will read immediately upon opening the app. What do they need to know? What steps (if any) do they need to take to recover their content? What if they can’t recover the content?
Headline - 40 characters
Body - 140 characters max
Button - 20 characters max
Solutions
Headlines
- That was an unforced error on our part.
- Whoops! Sorry about that.
- Ugh something's wrong, but let's fix it.
- Something went wrong, but let's fix it!
Body
- We're sorry you were interrupted. Your previous work should repopulate in the field, otherwise reach out and we'll do what we can to help.
- Your previous comments should be stored in the "drafts" portion of your account If it's not there, email us and we'll try to help further.
- We're sorry you were interrupted before. Check your "drafts" to see if your note is still there, otherwise reach out and we'll try to help.
- We're sorry you were interrupted before. Check your "drafts" to see if your previous note is there, or reach out and we'll try to help.
- We're sorry you were interrupted before. Check to see if your previous comment is in "drafts", otherwise reach out and we'll try to help.
- We're sorry you were interrupted before. First see if your previous comment is in "drafts", if not, reach out and we'll try to help.
- We're sorry you were interrupted before. Your previous comments should repopulate in the field, otherwise reach out and we'll try to help.
Process Explanation
Coming Soon
Day Six
Scenario
It’s Monday. A user has just gotten into their car to drive to work. They plug their phone into the car and start driving.
Challenge
How would you let the user know there’s a fire happening in a nearby town that is causing road closures? The effect on their commute is unknown, but there is a definite danger if the fire gets closer. How do you communicate this to them? When? Write it.
Headline - 30 characters max
Body - 45 characters max
Solutions
Headlines
- Caution-Potential Hazard Ahead
- Be Aware - Nearby Fire.
- Proceed With Caution - Fire
- Beware - fire on your route
- Potential Route Closures
- Caution - Consider other route
- Alert - Route May have delays
- Potential Route Closure Alert
Body
- Reported fire may affect drive
- Fire ahead potentially affecting routes
- A fire ahead may cause delays
- Potential fire delay on route
Process Explanation
Coming Soon
Day Seven
Scenario
A sports fan is at a wedding while their favorite team is playing against their arch-rivals. Their team scores.
Challenge
How would you, quickly, let the sports fan know about the latest play, the current score, and the key players? Write it.
Headline - 30 characters max
Body - 45 characters max
Solutions
Headlines
- Monster day for Dodgers ace
- Kobe sends game to overtime
- Dramatic Lakers/Celtics Finish
Body
- Kershaw fans 20 in 3-0 win vs Giants
- Kobe gets 36, beats buzzer, game to OT
- Kobe beats buzzer, sends game to OT
Process Explanation
Coming Soon
Day Eight
Scenario
The user is a casual music fan and (on occasion) goes to live concerts. They have a music player app on their phone.
Challenge
Tell the user that one of their favorite bands is playing live in their town. How would you compel them to want to go?
Headline - 30 characters max
Body - 45 characters max
Button - 25 characters max
Solutions
Headlines
- ICYMI - DMB is on tour!
- ICYMI - now on tour...
- ICYMI - coming to your town
- Heads up! Coming to your town
Body
- Can we help you find tickets?
- Dave Matthews will be in town this July!
- One of your most played bands is in town!
- A band from your playlist is coming to town!
- A band from your alert list will be here soon
- An artist you love is coming to town...
- Do you want to see Dave Matthews in concert?
- Who's up for seeing Dave Matthews in concert?
Process Explanation
Coming Soon
Day Nine
Scenario
The user is trying to rent a car using an application but the credit card on file has expired.
Challenge
Write them an error message so that they can correct the problem.
Headline - 30 characters max
Body - 45 characters max
Solutions
Headlines
- Whoops, need something first
- Sorry, card on file is expired
- Sorry, we need an updated card
- Sorry-need to update your card
- Our records are out of date
- Sorry, updated info needed
- Sorry, we need something first
- Sorry we need a card update
Body
- Can you update your card so we can complete?
- Updated card is needed to complete purchase.
- To complete this we need an updated card
- We need an up to date card to complete this!
- This purchase needs an updated card to finish
- To complete we need an updated card
Process Explanation
Coming Soon
Day Ten
Scenario
The user is trying to view a website to help them buy a car. But, the content can’t load without the user’s location. They need to enter their ZIP code and first name.
Challenge
Ask them where they live and who they are without sounding like you’re unnecessarily mining their data.
Headline - 25 characters max
Body - 45 characters max
Button - 15 characters max
Solutions
Headlines
- Accuracy helps us help you
- For accurate results
- For the best results
- We want to be accurate
- Your privacy is important
- We want to give you accuracy
- You want accurate results
- We need your help
- Inaccuracy isn't helpful
Body
- Knowing your zip code increases that chance
- Your location gives more accurate results
- Knowing your location means tailoring results
- Knowing your location means tailored results
- An accurate location means tailored results
- Accuracy for you is important
- Customer accuracy is important
- Knowing your location = increased accuracy
- But so is providing the most accurate results
- And so is providing location based results
- So is accurate information based on zipcode
- And knowing your location increases that
- Knowing your location increases that chance
- Giving us your zip code increases that chance
- Providing your location means more accuracy
Process Explanation
Coming Soon
Day Eleven
Scenario
An elderly user is doing a Google search to find an easy way to buy contact lenses online.
Challenge
Write a title and meta description for a website that sells subscription contact lenses delivered to a user every 30 days—convince them to try it.
Title - 60 characters max
Meta Description - 160 characters max
Coming Soon
Day Twelve
Scenario
A user is creating an account. When they come to the step where they are asked to enter their name, they get an error message. A fraud detection software thinks their name is fake—but it’s wrong 5% of the time.
Challenge
Write an error message that prompts them to fix the error without shaming them for having a fake-sounding name.
Message - 45 characters max
Coming Soon
Day Thirteen
Scenario
A short-haul truck driver has a phone app that monitors his route, schedule, fuel & deliveries.
He has 6 more deliveries before stopping for fuel and lunch. Due to unexpected traffic, he’s behind schedule.
He can choose to stay on his planned route for a few more stops, but risk running low on fuel and missing lunch, or he can get fuel and lunch now and finish the deliveries later.
Challenge
Write a push notification alerting him of this dilemma and options.
Headline - 30 characters max
Body - 45 characters max
Button - 25 Characters Max
Coming Soon
Day Fourteen
Scenario
A user is shopping using a price comparison app that boasts “real-time” pricing on items. As they are checking the price of an item, something goes wrong. The problem is unknown.
Challenge
Write a message that informs the user that they cannot access the app right now. You cannot specify “why” the app doesn’t work, you also want them to continue using the app.
Headline - 30 characters max
Body - 120 characters max
Button - 15 characters max
Coming Soon
Day Fifteen
Challenge
Write a multi-screen registration experience for a car-buying app that lets users view discounted prices. The app also enables dealers to call and email the user so they'll visit the dealership to buy a car.
Headline - 45 characters max
Body - 100 characters max
Button - 25 characters max
Once you are done with your chosen challenge, include a short, one-paragraph explanation of your design decisions. Defend and rationalize your work.
Time Limit - 1 hour
Coming Soon
Thoughts & Takewaways
Coming Soon