UX Writing
I see UX writing as the intersection of content strategy, UX research, and UX design that enables the user to go through the product journey with delight, and as little friction as possible. I believe the best UX designers are UX writers and vice-versa— writing, even on screen, speaks. And a user experience that marries and engages as many senses as possible make it more memorable and meaningful.
Exhibit A: www.skincarecrl.com (new site) onboarding
CRL's new B2B site made by a 3rd party company was having some problems:
• Old customers were calling to say they couldn't log into their old accounts.
• The backend showed many instances where people tried signing up under the same name but under multiple e-mail addresses, suggesting they tried accessing the business portal multiple times but couldn't.
• No new customer successfully signed up.
• Numerous phone complaints to customer service from those who want to order products but couldn't log-in to see prices. It wasn't clear to them that this feature was only granted to accredited businesses.
Upon inspection, the site suffers from these:
1) The site is advertised to both B2B & B2C customers but the onboarding only caters to B2B.
2) They simply copied the content from the old site even though the interface changed, leading to usability issues.
An example of suggested product listing changes. This revision would prevent B2C customers from creating an account to see prices, a feature reserved only for B2B clients. This also informs B2C customers that purchasing directly from this site is not an option.
So I created these Google Slides to show the user's journey and pain points and then made recommendations on both UX design and writing.
Exhibit B: Handshake app (2 user flows)
Handshake is a project payment and budget tracking app for freelancers and business owners. I made corrections to the UX Designer's text for the low-fidelity prototypes.
The app has 2 user flows for its two audiences. Major changes made were:
• Making copy more concise and succinct
• Standardizing formatting in both text styling and content pattern
• Adding hint text, revising success messages, button text and other microcopy to minimize friction