UX Writing case study
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This document discusses three UX writing projects that Richard Lee worked on: 1. Foundations - Developing a new user-centric style guide to address issues found in phone carrier reviews and improve the content experience. 2. Collaboration - Creating product tour content through collaborating with other teams like design and product management to understand needs and scope. 3. Clarity - Drafting instructions for a phone's number blocking features from multiple sources to simplify and align the experience for users.
UX Writing case study
- 2. B Case studies • Foundations • Collaboration • Clarity
- 3. BFoundations
- 4. B Overview This project is about the need for a strong content foundation. A strong foundation starts off with a user- centric style guide. PROJECT FOUNDATION
- 5. B Challenge Every year, phone carriers review a phone that is about to be released on their network. Whether bugs or dislikes, a list of comments is sent back to the phone manufacturer. This review is extremely important because if things aren’t fixed, the phone isn’t released on the network. About a few months into my job, the review came back with content having the most problems. PROJECT FOUNDATION
- 6. B Discover Write down: • The problem with the UX copy • The type of issue • History and iterations • Solution Result: Style guide had restrictions that allowed very little room to create user-centric copy. PROJECT FOUNDATION
- 7. B Style guide • Came from another company • Millions of phones already out there • Korean style guide was also important PROJECT FOUNDATION Current style Technical Rigid Everything New style Contextual Neutral/Casual Concise
- 8. B Contextual Give users what they need PROJECT FOUNDATION
- 9. B Contextual Do whatever is best for the context PROJECT FOUNDATION
- 10. B Neutral Don’t have stick to the format PROJECT FOUNDATION
- 11. B Neutral Get towards casual PROJECT FOUNDATION
- 12. B Concise Make things scannable PROJECT FOUNDATION
- 13. B Concise Only what’s necessary PROJECT FOUNDATION
- 15. B Summary • Dramatic decrease of content-related issues • Improve the style guide to improve the experience • Analyze the situation to find the problem and hack it down PROJECT FOUNDATION
- 16. BCollaboration
- 17. B Overview This project is about the need of others. Content is about being collaborative. A great product has alignment across all disciplines. PROJECT COLLABORATION
- 18. More tours Product tour Help with onboarding Difficulty in navigating Challenge PROJECT COLLABORATION
- 19. B Persona • High-level decision makers • C-suite • VPs • High-level understanding of the product • Get into the details of what the product do but without going too technical • What does it solve? PROJECT COLLABORATION
- 20. B Storyboard • Draft the initial storyboard • Presented to design and PMs • Team wanted more tours • Scope of this tour had to change • Back to drawing board with design director to finish other tours PROJECT COLLABORATION
- 21. B Writing • See how the world communicates this concept • Learn the specific phrases PM Leads use to discuss product • Utilize my own knowledge of the product & MBA / IT PROJECT COLLABORATION
- 23. B Summary Better content comes from working together. Scope can constantly change but take the mentality of we’re in this together. Sometimes, we spend so much time trying to take a solution to fit the problem. In the future, make sure when the problem we’re solving changes that we start fresh. PROJECT COLLABORATION
- 24. B Final
- 25. B Final
- 26. B Final
- 27. B Final
- 28. B Final
- 29. B Final
- 30. BClarity
- 31. B Overview This project is about how I provide clarity through my content. These are some of the things I do to provide clarity in a situation. PROJECT CLARITY
- 32. B Challenge The next Android version was going to include a number blocking feature. LG already had their own set of number blocking for text messages and phone calls. All three features would need to co-exist on the phone. PROJECT CLARITY
- 33. B Challenge PROJECT CLARITY LG’s message blocking LG’s phone blocking
- 34. B Draft Before starting: • Talked with designer to understand the scenario • Looked at the wireframes • Read initial reviews of Android feature • Looked online to how the idea was communicated Initial thoughts • Get rid of spam and reject PROJECT CLARITY
- 35. Bt Draft PROJECT CLARITY TYPE OLD INITIAL Section Call reject Call blocking Feature Call reject mode / Reject calls from Blocked numbers Section Spam manager Message blocking Feature Spam words Block words Feature Spam numbers Block numbers Feature Blocked numbers Blocked numbers The first draft is never the last draft. Throw words on the wall and see what sticks.
- 36. Bt Draft PROJECT CLARITY TYPE OLD INITIAL Section Call reject Call blocking Feature Call reject mode / Reject calls from Blocked numbers Section Spam manager Message blocking Feature Spam words Block words Feature Spam numbers Block numbers Feature Blocked numbers Blocked numbers • Section titles needed to be different • Google’s feature needed to stay intact • Understand how each feature was blocking in its own unique way
- 38. B Summary The results were not perfect, but the result helped simplify a variety of features to look more in line with each other. Simplifying an experience for users requires understanding the underlying meaning. PROJECT CLARITY