UX Writing and Users’ Satisfaction: Is There a Connection?
Have you ever uninstalled the application because it was difficult to use? Or because you couldn’t find what you were looking for?
Regardless of the case is, you definitely can’t stand exploring confusing apps. I’m pretty sure you installed the application because there’s something you need. I bet when you’re dealing with, especially, new apps, guidance is the first thing you seek. If the instruction is unclear, you will have a lot of difficulty operating the apps (yup, I will feel similar as well).
That’s why the presence of UX writers is a must. Why’s that?
They can create a clear and simple copy to explain the whole flow of the application. It would be meaningless if the application has no content in it; it can increase confusion. They can provide instructions and solutions to help users to make decisions. Much like an influencer, UX writers can influence users’ behavior to take action.
In today’s world, UX writing is now a thing. Since tech companies are growing, this field has an impact to communicate their product. UX writers not only choose and put words together, but they can make the user experiences become more fun.
Some of you are wondering, why have to make the user experiences become more fun?
When writing UX copies, UX writers should involve tone and voice to make it sound more user friendly. Users prefer scrolling through apps with copy that sounds more human and less like AI. With a lot of reassurances and a touch of personalization can make the experience way better. Users will not realize they have been on a journey if they are having a delightful experience.
Take a look at these example from DANA,
This copy appears in DANA Kaget, one of DANA’s features. It offers users an entertaining and unique way to share money, where only the fastest can claim it. This guideline appears when you use DANA Kaget for the first time. By using persuasive language, it can encourage users to try out this feature,
such as “Let’s try something new!” or “Hype up your friends by writing a special message with your DANA Kaget”, and etc.
As you can see, the whole copies in DANA Kaget can pique the audience’s attention. Now take a look at this copy,
“Ready, Set, Play! — Let’s play by sending your friends a link via social media or chatting apps”
They create a call to action to encourage users to feel invested in using this feature. Instead of mentioning “Play now…”, they use “Let’s play…” to sound more casual to its users. When the product has a conversational and friendly tone, users are more likely to take action.
Notice that these forms of UX copies only use the most common words and popular phrases that people in Indonesia understand. Why’s that? It is because DANA is an e wallet application from Indonesia, the majority of users are also from there. English is their second language, they communicate in Indonesian language on a daily basis.
When writing UX copies, it’s important to consider the user’s background. We have to avoid using unfamiliar terms or words they may not understand. When it comes to writing UX copies, we have to use the common words that they are familiar with. This helps them feel more comfortable and understand the app better.
Great user experience is no longer an option. These days, every human being is already attached to smartphones 24/7. That’s why companies begin to compete with each other to create great user experiences. It can elevate user’s loyalty and satisfaction to your brand.
Not only providing the simplest copy for users, but using empathy is a point plus. We want our words to sound more like your closest friend; who speaks with you and is there to guide you through the app. We also consider putting the right messages at the right time.
Here’s another example for you,
Take a look for this random no results screen for an example, which one do you understand the most?
Do you find the screen on the right more simple to understand, right? But, the screen on the left lacks clarity and empathy. You spent some time waiting for a loading screen and a pop-up showed on your screen with unclear messages. This can be irritating for some people, including me. Rather than simply stating “404: Internal Server Error”, try using a more user friendly and engaging message like “Oops, no results found”. Error messages don’t have to be flat and frustrating — they can be creative and helpful in making the user experience more enjoyable.
When crafting error messages, it’s important to provide solutions (when possible) and explain what users should do to fix the error. By mentioning “Let’s try different keywords”, we can offer helpful solutions to users. Error messages should inform users of the problem and provide suggestions. By giving a clear next step, you help users to make proactive decisions in their journey. We should see ourselves as users when writing for an application. It’s important to consider the user’s emotional state and provide a proper response. With user friendly products can turn frustration into satisfaction for users.
So, is there a connection between UX writing and user satisfaction?
Obviously yes. By providing a dose of guidance, we can reduce user’ ambiguity and confusion. With clear and comprehensible copy, users can know exactly what actions to take. All of this can elevate user’s satisfaction using the apps. Thus, users are more likely to recommend it to others and continue to use the apps again if the app is helpful for them.
UX writers can satisfy users by not only crafting words but also by connecting with them. By understanding the emotional well-being of users, we can enhance their experiences. When users engage with your products, remember that they are human beings with emotions and thoughts. Prioritizing empathy and clarity in your writing leads to better experiences.
Thank you for reading this article till the end. I hope this gave you insight into UX writing. See you in the next article!
Kudos to prakoso sucahyo for helping me finish this article.
