???Interview: Meet our UX Writers!
CherryOnTech
CherryOnTech(CoT) supports underrepresented genders new to tech by promoting the concept and culture of tech squads.
?? Hello CherryOnTech readers!
?? Welcome to another week of tech. This week is super exciting because we are covering some very important people, UX Writers! UX Writers are the behind the scenes contributors to all the text you see on the websites. Everything from company or product descriptions to website tab headers, all the way down to each button clicked is the work of a UX writer!
A lot of thought and collaboration goes into the text users see on websites. The choice of words on buttons and tab headers is part of the user experience and can make the whole website clearer and functional when the language is intuitive and tech-specific.
?? This week, CherryOnTech reached out to UX Writers Ria Dabhade (RD), Vasudha Pathak (VP), and Alexa Turner (AT) to find out more about all the amazing work UX Writers do!
?? This interview newsletter will allow you to learn about the meaning of heuristics and how they are applied to the use of specific terms within a framework of usability and accessibility.
What is the general job of a UX writer? How would you broadly explain your work?
AT: UX writing focuses on creating the language that communicates with users across an app or website. The aim is to make the language clear and helpful, enhancing the user experience by guiding them seamlessly through the product.
What kind of topics do you cover in your writing?
AT: As UX Writers, we cover areas like onboarding, system messages, 404 Error pages, and call-to-action (CTA) buttons, using UX strategies and tools to develop clear and effective content. Most importantly, we must use inclusive language, ensuring the content is accessible to everyone.
As a UX writer, what topics would you like to see included or expanded on?
VP: First would be collaboration from early stage. Having a UX Writer on board from the get-go ensures that more clarity about the product space, features, tone, and voice which helps curating more appropriate content.
Through early collaboration in product brainstorming and research, writers gain insight into user needs and challenges, enabling them to create content that truly resonates.
This collaborative effort, where writers, designers, and researchers openly communicate, streamlines product development. And let's not overlook the importance of listening to the users themselves. Early content-focused testing and feedback sessions allow for adjustments to strike a balance between the product's tone and user expectations.
This process involves putting insights into action by crafting appropriate testing scripts and creating more coherent content. By consistently refining based on user feedback, we're not just building a product; we're creating something users would engage with.
Can you paint a picture of your workday for our readers?
VP: As a UX writer at CherryOnTech I start by checking Slack for updates or any messages directed towards me, which helps me plan my day. Since I am a UX writer for two teams, I begin by reviewing the progress of ongoing projects and setting priorities for each team based on their current sprint cycle. Then I have weekly check-in meetings with designers where we provide updates on our progress, while weekly team-wide meetings allow us to share progress and seek suggestions and feedback.
Of course, not all meetings are planned; stand-up calls can also happen based on requirements! I handle multiple projects each week, each at different stages of the writing process. Last week, for example, I worked on a user flow for Sprint with one team while crafting a questionnaire for a content usability test for another. As the project progresses, my focus shifts to drafting initial content versions and creating testing scripts to evaluate effectiveness.
In a nutshell, what does a day of writing look like for you? Do you have multiple projects each day or week?
VP: Tasks vary depending on the project stage. In the early stages, my focus is on research and drafting initial content versions. As the project advances, I am aiming to refine the content based on usability test feedback. I emphasize content-based usability testing to ensure the content not only conveys the right message, but also resonates with users which would help improve overall user experience, making the content clear, concise, and helpful.
For our readers, what does "user flow" mean? What type of written content do you provide in a user flow?
VP: A "user flow" is essentially a roadmap that outlines the steps a user takes to accomplish a task on a product, such as a website or a mobile application. It helps the UX team understand how a user navigates the product, which screens they will encounter, and what decisions they will make while engaging with it.
The user flows I work on include standard activities performed by all UX professionals. They typically begin with a starting point, detailing the actions a user will take, the decisions they will make, and where these decisions lead them within the product. These flows highlight any input required from the user.
I often refer to an article by the Nielsen Norman Group to ensure my user flows are on track. A well-defined user flow helps me identify the necessary features for my copy, such as buttons, content, and error messages, that guide users in achieving their goals on our product, ultimately aiming to ensure a positive user experience.
Who answers your content usability questionnaires? What feedback do you find most useful? Who do you collaborate with to ensure the most inclusive/accessible language is used?
VP: Our content usability questionnaires are primarily answered by the target product users. Target product users are essentially the potential users of our product. We ask for volunteers and use a screening survey to shortlist them. In a corporate environment, they are hired through a screening survey. Depending on the corporate budget, they may be paid or unpaid.
The feedback that would be most useful is what our user group wants to see in the product and which content the user prefers. For context, I created three options of content in my copies. A survey was rolled out to target users to narrow down which content would go on a product.
Additionally, content is also tested through usability testing where I am looking for feedback on how easily the user was able to navigate through the product. I am looking for feedback which helps assess whether the product's "feel" resonated with the user, and if the explicit content made sense. Specific comments on confusing terms, unclear instructions, and suggestions for improvement are particularly valuable. That type of feedback gives designers a sense of how the product's "feel" translates for users.
How do you conduct research and use it in your UX writing? What resource informs your written content the most? How do you ensure that tech language is intuitive and user-friendly?
RD: In conducting research for UX writing, I rely heavily on the initial discovery phase, particularly the first three weeks of the discovery workshop that our tech squads conducted during week one of CherryOnTech's Spring Cohort. This phase is crucial for understanding our problem space. The more I grasp the intricacies of the problem and the product, the better equipped I am to choose the appropriate language and storytelling techniques.
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?? Key Research Methods:
?? Collaboration and Iteration:
?? Valuable Resources:
??? Tools and Methods:
These heuristics and tools are the backbone of good design, which in turn supports effective UX writing. It's often the simple elements, like using clear labels such as "Submit" instead of "Next" when it comes to answering the final questions, that make a significant difference.
A little summary of Nielson Norman's UX Writing Study Guide: it essentially outlines various tools for UX writers to implement and therein put themselves in the shoes of users. In a nutshell, utilizing classic environmental cues via colour and common language from other platforms and products creates a more accessible environment when producing a new webpage, application, or product.
Are you provided with a standard language for each project you work on?
RD: No, there isn't a one-size-fits-all language for each project. The language style is customized according to the project's goals and themes. For instance, some projects aim for a more approachable, fun, and friendly tone to engage users effectively. Others might require a formal, strict, and professional tone, especially in industries like banking and finance.
However, even within traditionally formal sectors like banking, there is a trend towards adopting a friendlier tone while maintaining a level of professionalism recently. This shift aims to make their services more accessible and relatable to a broader audience. Therefore, the language I use depends heavily on the specific project's objectives and the collaborative direction set by my team. Each project's unique requirements and audience expectations guide our choice of language style, ensuring it aligns perfectly with the intended user experience.
What content does your UX Writing go into? Does it go towards the text in cohort projects or other CherryOnTech products?
RD: My UX writing contributions primarily focus on product content. This includes creating content for the website, product interfaces, user testing scripts, and some research reports. It's a versatile role that covers a wide range of content needs.
For the current cohort, the theme we're working on is imposter syndrome. This involves designing quizzes that require research on imposter syndrome, crafting the quiz questions, and analyzing responses in a way that can be coded by the developers to get accurate results.
My work varies depending on the project requirements, but it consistently aims to enhance user experience and engagement across different CherryOnTech products.
Who comprises your main target audience? What writing topics are most important to readers? What do readers want to know about tech?
RD:
?? Main Target Audience: The primary target audience for the product I’ve been developing is people transitioning into tech roles, particularly those between the ages of 25 to 35 who experience imposter syndrome. This focus was determined through brainstorming sessions with my tech squad, where we identified imposter syndrome as a critical "problem space" to address. To gain a deeper understanding of our target audience, we rely on:
?? Key Writing Topics: Readers in our target audience are particularly interested in:
?? What Readers Want to Know About Tech: Our readers want to understand tech in a way that is:
By focusing on these aspects, we aim to create content that is not only informative but also supportive, helping our audience feel more confident as they transition into tech roles.
UX writers provide more than just content and design, they also use their data collection and analysis skills to make products more accessible and intuitive for users every day! UX writers not only produce content but think critically about how the product best serves their target audience. They provide a flow of feedback based on user interviews to continuously improve their products and services.
A huge thank you to Ria Dabhade, Vasudha Pathak, and Alexa for providing your insights into the work of UX Writers!
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Sincerely,
???CherryOnTech Team
Written by Jackie Vink, Content Writer for CherryOnTech