UX Writing (Deep Workflow)
UX writing is interface design with words: reduce cognitive load, prevent errors, and build trust. It is not marketing polish bolted on at the end.
When to Offer This Workflow
Trigger conditions:
- Confusing errors, high drop-off flows, empty states that feel broken
- Inconsistent terminology across product
- Accessibility review flags unclear labels or verbose instructions
- Preparing voice & tone guidelines for a design system
Initial offer:
Use six stages: (1) context & users, (2) voice & tone, (3) clarity & structure, (4) errors & recovery, (5) forms & validation, (6) a11y & localization. Ask for screenshots, current copy, and metrics (support tickets, drop-off).
Stage 1: Context & Users
Goal: Copy matches mental model and emotional state.
Questions
- User goal on this screen—primary action?
- Stress level: billing, security, health—tone adjusts
- Expertise: first-time vs power user—progressive disclosure
Constraints
- Character limits in UI components; legal must-review text
Exit condition: Scenario brief per screen or flow—not generic “friendly.”
Stage 2: Voice & Tone
Goal: Consistent personality with flexible tone by context.
Voice (stable)
- Principles: e.g., clear, respectful, confident, human—pick 3–4 and define anti-patterns
Tone (situational)
- Success: brief affirmation
- Error: calm, no blame; next step forward
- Empty state: invite action without condescension
Terminology
- Glossary: “Workspace” vs “Project”—one term per concept; align with engineering names users see in API/docs
Exit condition: Before/after examples for three contexts (success, error, empty).
Stage 3: Clarity & Structure
Goal: Scannable text—front-load meaning.
Practices
- Titles specific: “Payment failed” not “Something went wrong” (unless generic is truly unknown)
- Buttons use verbs: “Save address” not “OK”
- Sentence case per style guide; avoid ALL CAPS except acronyms
- Numbers/dates: user locale; relative time when helpful (“Updated 2 min ago”)
Microcopy hierarchy
- Primary message → secondary detail → tertiary learn more
Exit condition: Redundant words cut; one idea per sentence in critical paths.
Stage 4: Errors & Recovery
Goal: Users understand what happened and what to do next.
Structure
- What happened (plain language, no codes alone)
- Why (if known and helpful—not stack traces)
- What to do (steps, link to support, retry)
- Support path when stuck
Security
- Don’t leak whether an email exists on login if policy requires ambiguity—coordinate with security
Exit condition: Top 10 error states have rewritten copy + engineering alignment on truth of messages.
Stage 5: Forms & Validation
Goal: Inline help and validation text accessible and timely.
Practices
- Label every input; don’t rely on placeholder alone as label
- Errors associated programmatically (
aria-describedby); announce on submit failure - Password rules visible before typing when complex
- Success confirmation for destructive actions
Tone on errors
- Avoid shame (“Invalid input”) → neutral (“Enter a date after Jan 1, 2024”)
Exit condition: Form review checklist applied to highest-traffic form.
Stage 6: Accessibility & Localization
Goal: Text works for screen readers and translation.
Accessibility
- Alt text for meaningful images; decorative marked so
- Instructions not color-only; error identification not by color alone
Localization (i18n)
- No concatenated strings with word order assumptions across languages
- Punctuation and formality per locale—pseudolocale QA for overflow
Exit condition: String extraction friendly; no embedded HTML in strings without plan.
Final Review Checklist
- Voice/tone documented with examples
- Critical paths scannable; verbs on CTAs
- Errors: cause + next step + support path
- Forms: labels, validation, a11y association
- i18n-safe string patterns
Tips for Effective Guidance
- Read aloud—if awkward, revise.
- Pair with design: copy length affects layout; don’t fight the grid blindly.
- For AI products, clarify machine vs human responsibility in copy.
Handling Deviations
- Dense enterprise UIs: prioritize task efficiency over personality.
- Regulated industries: legal review loop—suggest plain alternatives, not legal advice.