UX Writing Weekly #65

Support as part of UX -
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If you’ve ever called customer support, or filled out a support ticket online, you probably know that there are two types of brands. There are those whose speedy, competent support keeps you coming back for more, and those that make you want to cry tears of sadness and tears of rage at the same time.

So let’s talk about the importance of support in UX, and how UX writing fits into it.

Though written by a designer, this excellent post has many UX writing insights, such as how to choose your words carefully and the importance of using real texts in your designs from the get-go.

Check out:
10 lessons I’ve learned practicing UX Writing.

I’ve always been intrigued by the similarities between conversation design/UX writing and screenwriting, especially the importance of building a narrative rather than just trying to be cool and catchy. So let’s imagine: what if UX writing was more like screenwriting than copywriting?

While observing new users of desktop publishing software, IBM researchers noticed something. Users were rarely reading the software guide, leading to avoidable user errors.

It’s called the paradox of the active user and if you want to learn how to avoid it, read
3 user onboarding pitfalls every designer should avoid.

Let’s talk about Airtable and making a first impression.

Airtable is a complex product. The simplicity of their tagline, β€œCreate, your way” is brilliant because it lets users know that, no matter how complicated the product might be, at the end of the day it’s for everyone (just like how Excel became a standard even though its advanced features are quite complicated).

Great writing, right here👇

We love a sleek, minimalist portfolio. Instead of cluttering things up with unnecessary information, why not just give people a simple, clear introduction? David Lim’s portfolio does just that!


Remember that time when Jared Spool was on our podcast, talking about what the UX industry was like for writers back in the β€˜70s?

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See you next week!


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