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A suggested approach to the UX Writing process

A suggested approach to the UX Writing process gDw7l
Ionce worked as a UX researcher in an agency. We had a project with a Fintech company to “improve their UX”, on which we basically found problems in their usability, UI design style and UX writing as well. We literally had no UX writer in our team, and their team as well. In order to help them with their UX writing, I took the initiative to spend one night to quickly look for any guide for UX writing, and came across the book: Strategic Writing for UX (Torrey Podmajersky). With this book and some other references + self brainstorming to adapt it to our context, I got some of the ideas how the process looks like. UX Writing as part of Content Strategy Credit to Guy Ligertwood Above all, users interacting with a product is simply like two sides having a conversation, they tell us what they want, we show them what we can do. Content strategy is the base ground for all product messaging. UX writing is a part of it, and it focuses on helping users achieve their goals with language. Language helps users get where they want to go. As suggested in cognitive model CE+, users will choose actions based on the similarity between their expectation of the consequences and their goals. Therefore UX writing plays a huge role in guiding users’ way. I tried looking for my saved jobs on LinkedIn, and after 5 minutes with several times, I struggled to find out it’s in “Track my jobs” — is it like jobs I applied for or jobs I posted? By focusing on what the user wants to achieve, content strategy builds loyalty and trust for the brand. Therefore, UX writing starts first with stakeholders’ goals in mind. Users, and brand. The Process How the process looks like 1. Voice chart It definitely has to start with brand voice, as extracted from content strategy for the unification in conversations with users. We had to work really close to their branding team to understand their brand characteristics, and did workshops to develop the voice chart — a guiding star for all the content to align with organization’s goal and users’ goal. When options are shown but the team is not sure what is right, the voice chart may be used as a decision tool. When the content is complete, voice chart can be used as a success measure. When the team has more than 1 UX writer, voice chart helps everyone in the team to reach for the same thing — alignment in voice. A blank voice chart The voice chart shown above holds each product principle in a column. Then, for each principle, each of the six aspects of voice is defined in a different row: the concepts, vocabulary, verbosity, grammar, punctuation, and capitalization. The definitions in each column relate to the product principle at the top of each column. The definitions in one column aren’t expected to be the same as the definitions in another column. It’s expected that even in the same row, two columns might contradict or complement each other. That’s because of the TONE. (Voice is the consistent, recognizable choice of words across an entire experience. Tone is the variability in that voice from one part of the experience to another) Product Principles: these are what we expect our experience is trying to be to users. Then the voice can do its job of conveying these principles. For my case, I was working with a Fintech product, and after workshops with the branding team, we decided that these are the 3 words they want their users to talk about them. Concepts: the ideas or topics that the organization wants to emphasize at any open opportunity. They are the ideas that reflect the role that the organization wants the experience to have in the person’s life. These can be written in any kinds of words for the team to easily imagine. The concept we used for each principle Vocabulary: this vocabulary row in the voice chart specifies only the few words that are so important to the experience that they help identify its personality, not the whole list of words or terminologies used in design. Some of the words we focus on through all the experience Verbosity: For usability, the words inside an experience should get out of people’s way. The UX text isn’t there to be read as books. But using few words where many are expected can block a person from moving forward as thoroughly as using too many words where few are expected. This is to define the strict rule we have for length of content we need. Verbosity for each principle Grammar: To maximize usability, simple grammatical structures work best for most purposes. For each principle, should we use “We only accept Credit card” or “Only credit card accepted” or “Please use Credit card only”? Sentences, clauses used for each principle Punctuation and Capitalization: Different punctuations can extract different moods/feelings and same as capitalization. ALL CAPS make it feel like you’re yelling at users and reduces readability as well. Therefore these are to be decided thoroughly. The use of punctuation and capitalization for each principle After all, I have a full voice chart Full voice chart 2. Tone Spectrum As cleared above, we have a guideline for all conversations — voice chart, but in different contexts, we talk with different tones. Imagine when your mom is angry and when she is normal, she may sound different but you can still notice it’s your mom’s voice. Example of a tone spectrum This is an example of a tone spectrum, with tones differentiate based on user journey. We then have different tones when users access payment, settings, … or other steps in their journey. 3. Content mapping and modeling When we all have the guidelines needed for the whole experience and alterations of tones in different contexts, the next step is to define the content patterns and model them so that they align to the voice chart and the tone spectrum. Example of a list of content This is an example of content pattern list (without the modeling part). UX writers should work with the team, both designers and developers to fully acknowledge and understand all kinds of patterns in design, then put them into a list and model them. For the full list, you can check out my Notion here 4. Draft, review, publish This is when UX writers work with designers and developers to create the content, starting from content in design — which can be directly input into Figma and content that is not in design — notifications, errors, … Team then reviews the content with voice chart and tones, or to test with users as in the next step, then publishes the content. When writing, make sure your content covers all 4 qualities: Four qualities that UX content must have 5. Testing and tracking UX content can be off the need of users, of course, and your team should know it when analyzing issues with the design. Testing UX writing can be integrated into usability testing or interviews, or with heuristic evaluation. The process with usability testing is not to be mentioned here, but one method that teams can quickly apply to assess UX writing within limited resources may be heuristic evaluation, as followed. Some heuristics that could be used for UX content It can be done exactly with the way we do heuristic evaluation, but with content heuristics, some of which are shown here. For the whole sheet for doing heuristic evaluation for UX content, you can copy from mine here 6. Iterate Of course, when a new function comes to your product, a new experience comes in, and therefore user journey may be different. You may then have to consider adding that step into the tone spectrum again, then follow the same steps to create content for that experience. This is not my expertise, and that was the best I could do for my team. As UX writing is a new job and definition to this world of digital products and documents on it are limited, I would like to hear from you too, to know how you are doing it within your team and how I could implement my process as well as the skills. Thanks a lot!
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Ionce
worked as a UX researcher in an agency. We had a project with a Fintech
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company
to “
This phrase/word (depending on the context) can be potentially replaced with :
improve
their UX”, on which we
basically
found problems in their
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usability
, UI
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design
style and UX
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writing
as
well
.

We
literally
had no UX
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writer
in our
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team
, and their
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team
as
well
. In order to
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help
them with their UX
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writing
, I took the initiative to spend one night to
quickly
look for any guide for UX
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writing
, and came across the book: Strategic
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Writing
for UX (
Possible spelling mistake found.
Torrey
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Podmajersky
). With this book and
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some
other references + self brainstorming to adapt it to our context, I
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got
If the text is a generality, 'of the' is not necessary. Did you mean "some"?
some of the
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ideas
how the
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process
looks like.

UX
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Writing
as
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part
of
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Content
Strategy

Credit to Guy
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Ligertwood


Above all
,
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users
interacting with a
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product
is
simply
like two sides having a conversation, they
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tell
us what they
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want
, we
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show
them what we can do.
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Content
strategy is the base ground for all
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product
messaging. UX
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writing
is a
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part
of it, and it focuses on helping
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users
achieve their
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goals
with language.

Language
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helps
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users
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get
where they
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want
to go. As suggested in cognitive model CE+,
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users
will choose actions based on the similarity between their expectation of the consequences and their
You use this word too often, consider replacing it with
goals
.
Did you forget a comma after a conjunctive/linking adverb?
Therefore
UX
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writing
plays a huge role in guiding
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users’
way.

I tried looking for my saved
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jobs
on LinkedIn, and after 5 minutes with several times, I struggled to find out it’s in “
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Track
my
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jobs”
— is it like
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jobs
I applied for or
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jobs
I posted?

By focusing on what the
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user
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wants
to achieve,
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content
strategy builds loyalty and trust for the brand.

Therefore
, UX
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writing
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starts
first
with stakeholders’
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goals
in mind.
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Users
, and brand.

The Process

How the
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process
looks like

1.
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Voice
chart

It definitely
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has to
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start
with brand
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voice
, as extracted from
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content
strategy for the unification in conversations with
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users
. We had to
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work
really
close to their branding
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team
to understand their brand characteristics, and did workshops to develop the
You use this word too often, consider replacing it with
voice
You use this word too often, consider replacing it with
chart
— a guiding star for all the
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content
to align with organization’s
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goal
and
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users’
goal.

When options
are shown
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but
the
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team
is not sure what is
right
, the
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voice
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chart
may be
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used
as a decision tool. When the
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content
is complete,
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voice
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chart
can be
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used
as a success measure.
Three successive sentences begin with the same word. Consider rewording the sentence or use a thesaurus to find a synonym.
When
the
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team
has more than 1 UX
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writer
,
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voice
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chart
You use this word too often, consider replacing it with
helps
everyone in the
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team
to reach for the same thing — alignment in voice.

A blank
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voice
chart

The
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voice
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chart
shown above holds each
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product
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principle
in a
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column
. Then, for each
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principle
, each of the six aspects of
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voice
is defined
in a
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different
row: the concepts, vocabulary, verbosity, grammar, punctuation, and capitalization.

The
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definitions
in each
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column
relate to the
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product
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principle
at the top of each
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column
. The
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definitions
in one
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column
aren’t
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expected
to be the same as the
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definitions
in another
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column
. It’s
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expected
that even in the same row, two
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columns
might contradict or complement each other. That’s
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because
of the
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TONE
.
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(Voice
is the consistent, recognizable choice of words across an entire
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experience
.
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Tone
is the variability in that
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voice
from one
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part
of the
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experience
to another)

Product
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Principles
: these are what we
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expect
our
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experience
is trying to be to
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users
. Then the
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voice
can do its
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job
of conveying these principles.

For my case, I was working with a Fintech
You use this word too often, consider replacing it with
product
, and after workshops with the branding
You use this word too often, consider replacing it with
team
, we decided that these are the 3 words they
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want
their
You use this word too often, consider replacing it with
users
to talk about them.

Concepts: the
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ideas
or topics that the organization
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wants
to emphasize at any open opportunity. They are the
This phrase/word (depending on the context) can be potentially replaced with :
ideas
that reflect the role that the organization
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wants
the
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experience
to have in the person’s life. These can
be written
in any kinds of words for the
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team
to
easily
imagine.

The concept we
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used
for each principle

Vocabulary: this vocabulary row in the
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voice
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chart
specifies
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only
the few words that are
so
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important
to the
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experience
that they
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help
identify its personality, not the whole
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list
of words or terminologies
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used
in design.

If the text is a generality, 'of the' is not necessary. Did you mean "some"?
Some of the
words we focus on through all the experience

Verbosity: For
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usability
, the words inside an
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experience
should
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get
out of
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people
’s way. The UX text isn’t there to
be read
as books.
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But
using few words where
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many
are
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expected
can block a person from moving forward as
thoroughly
as using too
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many
words where few are
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expected
. This is to define the strict
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rule
we have for length of
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content
we need.

Verbosity for each principle

Grammar: To maximize
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usability
, simple grammatical structures
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work
best for most purposes. For each
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principle
, should we
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use
“We
This phrase/word (depending on the context) can be potentially replaced with :
only
accept Credit card” or “
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Only
credit card
This phrase/word is too simple and can be replaced with:
accepted
” or “
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Please
This phrase/word (depending on the context) can be potentially replaced with :
use
Credit card
This phrase/word (depending on the context) can be potentially replaced with :
only
”?

Sentences, clauses
This phrase/word (depending on the context) can be potentially replaced with :
used
for each principle

Punctuation and Capitalization:
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Different
punctuations can extract
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different
moods/feelings and same as capitalization. ALL CAPS
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make
it feel like you’re yelling at
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users
and
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reduces
readability as
well
.
Did you forget a comma after a conjunctive/linking adverb?
Therefore
these are to
be decided
thoroughly
.

The
This phrase/word (depending on the context) can be potentially replaced with :
use
of punctuation and capitalization for each principle

After all
, I have a full
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voice
chart

Full
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voice
You use this word too often, consider replacing it with
chart 2
.
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Tone
Spectrum

As cleared above, we have a guideline for all conversations —
You use this word too often, consider replacing it with
voice
You use this word too often, consider replacing it with
chart
,
This phrase/word is too simple and can be replaced with:
but
in
You use this word too often, consider replacing it with
different
contexts, we talk with
You use this word too often, consider replacing it with
different
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tones
. Imagine when your mom is angry and when she is normal, she may sound
You use this word too often, consider replacing it with
different
This phrase/word is too simple and can be replaced with:
but
you can
still
notice it’s your mom’s voice.

Example of a
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tone
spectrum

This is an example of a
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tone
spectrum, with
You use this word too often, consider replacing it with
tones
differentiate based on
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user
journey. We then have
You use this word too often, consider replacing it with
different
You use this word too often, consider replacing it with
tones
when
You use this word too often, consider replacing it with
users
access payment, settings, … or other
You use this word too often, consider replacing it with
steps
in their journey.

3.
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Content
mapping and modeling

When we all have the guidelines needed for the whole
You use this word too often, consider replacing it with
experience
and alterations of
You use this word too often, consider replacing it with
tones
in
You use this word too often, consider replacing it with
different
contexts, the
next
You use this word too often, consider replacing it with
step
is to define the
You use this word too often, consider replacing it with
content
patterns and model them
so
that they align to the
You use this word too often, consider replacing it with
voice
You use this word too often, consider replacing it with
chart
and the
You use this word too often, consider replacing it with
tone
spectrum.

Example of a
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list
of content

This is an example of
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content
pattern
You use this word too often, consider replacing it with
list
(without the modeling
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part)
. UX
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writers
should
You use this word too often, consider replacing it with
work
with the
You use this word too often, consider replacing it with
team
, both designers and developers to
fully
acknowledge and understand all kinds of patterns in
You use this word too often, consider replacing it with
design
, then put them into a
You use this word too often, consider replacing it with
list
and model them.

For the full
You use this word too often, consider replacing it with
list
, you can
This phrase/word (depending on the context) can be potentially replaced with :
check
out my Notion here

4. Draft, review, publish

This is when UX
You use this word too often, consider replacing it with
writers
You use this word too often, consider replacing it with
work
with designers and developers to create the
You use this word too often, consider replacing it with
content
, starting from
You use this word too often, consider replacing it with
content
in
You use this word too often, consider replacing it with
design
— which can be
directly
input into Figma and
You use this word too often, consider replacing it with
content
that is
not in
You use this word too often, consider replacing it with
design
— notifications, errors,
You use this word too often, consider replacing it with
… Team
then reviews the
You use this word too often, consider replacing it with
content
with
You use this word too often, consider replacing it with
voice
You use this word too often, consider replacing it with
chart
and
You use this word too often, consider replacing it with
tones
, or to
This phrase/word (depending on the context) can be potentially replaced with :
test
with
You use this word too often, consider replacing it with
users
as in the
next
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step
, then publishes the content.

When
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writing
,
This phrase/word (depending on the context) can be potentially replaced with :
make
sure your
You use this word too often, consider replacing it with
content
covers all 4 qualities:

Four qualities that UX
You use this word too often, consider replacing it with
content
This phrase/word (depending on the context) can be potentially replaced with :
must
have

5.
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Testing
and tracking

UX
You use this word too often, consider replacing it with
content
can be off the need of
You use this word too often, consider replacing it with
users
,
of course
, and your
You use this word too often, consider replacing it with
team
should know it when analyzing issues with the
You use this word too often, consider replacing it with
design
.
You use this word too often, consider replacing it with
Testing
UX
You use this word too often, consider replacing it with
writing
can
be integrated
into
You use this word too often, consider replacing it with
usability
You use this word too often, consider replacing it with
testing
or interviews, or with heuristic evaluation.

The
You use this word too often, consider replacing it with
process
with
You use this word too often, consider replacing it with
usability
You use this word too often, consider replacing it with
testing
is not to
be mentioned
here,
This phrase/word is too simple and can be replaced with:
but
one method that
You use this word too often, consider replacing it with
teams
can
quickly
apply to assess UX
You use this word too often, consider replacing it with
writing
within limited resources may be heuristic evaluation, as followed.

This phrase/word is too simple and can be replaced with:
Some
heuristics that could be
This phrase/word (depending on the context) can be potentially replaced with :
used
for UX content

It can
be done
exactly with the way we do heuristic evaluation,
This phrase/word is too simple and can be replaced with:
but
with
You use this word too often, consider replacing it with
content
heuristics,
This phrase/word is too simple and can be replaced with:
some
of which
are shown
here.

For the whole sheet for doing heuristic evaluation for UX
You use this word too often, consider replacing it with
content
, you can copy from mine here

6. Iterate

Of course
, when a new function
This phrase/word (depending on the context) can be potentially replaced with :
comes
to your
You use this word too often, consider replacing it with
product
, a new
You use this word too often, consider replacing it with
experience
This phrase/word (depending on the context) can be potentially replaced with :
comes
in, and
therefore
You use this word too often, consider replacing it with
user
journey may be
You use this word too often, consider replacing it with
different
. You may then
This phrase/word is too simple and can be replaced with:
have to
consider adding that
You use this word too often, consider replacing it with
step
into the
You use this word too often, consider replacing it with
tone
spectrum again, then follow the same
You use this word too often, consider replacing it with
steps
to create
You use this word too often, consider replacing it with
content
for that experience.

This is not my expertise, and that was the best I could do for my
You use this word too often, consider replacing it with
team
. As UX
You use this word too often, consider replacing it with
writing
is a new
You use this word too often, consider replacing it with
job
and
You use this word too often, consider replacing it with
definition
to this world of digital
You use this word too often, consider replacing it with
products
and documents on it
are limited
, I would like to hear from you too, to know how you are doing it within your
You use this word too often, consider replacing it with
team
and how I could implement my
You use this word too often, consider replacing it with
process
as
well
as the
This phrase/word (depending on the context) can be potentially replaced with :
skills
. Thanks a lot!
What do you think?
  • This is funny writingFunny
  • I love this writingLove
  • This writing has blown my mindWow
  • It made me angryAngry
  • It made me sadSad

IELTS speaking A suggested approach to the UX Writing process

Speaking
  American English
28 paragraphs
1394 words
5.5
Overall Band Score
Coherence and Cohesion: 5.5
  • Structure your answers in logical paragraphs
  • ?
    One main idea per paragraph
  • ?
    Include an introduction and conclusion
  • ?
    Support main points with an explanation and then an example
  • Use cohesive linking words accurately and appropriately
  • ?
    Vary your linking phrases using synonyms
Lexical Resource: 5.0
  • Try to vary your vocabulary using accurate synonyms
  • Use less common question specific words that accurately convey meaning
  • Check your work for spelling and word formation mistakes
Grammatical Range: 6.0
  • Use a variety of complex and simple sentences
  • Check your writing for errors
Task Achievement: 5.0
  • Answer all parts of the question
  • ?
    Present relevant ideas
  • Fully explain these ideas
  • ?
    Support ideas with relevant, specific examples
Labels Descriptions
  • ?
    Currently is not available
  • Meet the criteria
  • Doesn't meet the criteria
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