UX Writing Challenge: Day 1

I recently signed up for a writing challenge by Daily UX Writing, which was exciting as I finally attained some hands-on practice of being a UX writer.

I previously took an introductory online course around a year ago on KelasWork.com. I can now use my notes to showcase the step-by-step process of creating the appropriate UX writing.

Oh, of course, any feedback will be much appreciated!

Here’s case study Day 1:

• OVERVIEW

— Scenario: A traveler is in an airport waiting for the last leg of their flight home when their flight gets abruptly canceled due to bad weather.
— Challenge/Objective: Create a message from the airline app notifying them of the cancellation and what they should do next.

• HYPOTHESIS

— Thoughts: The user needs clear information and precise follow-up action(s) after the flight’s cancellation.
— Assumptions: A clear and concise headline will immediately catch the user’s attention. An empathetic body is essential to offer the user a sense of sincere hospitality, provided via a button with clear instruction(s) to help the user quickly find their way toward the solution.

• IMPLEMENTATION

— Headline (45 Characters): ‘Your Flight Is Canceled’ (20 Characters)
[REASONING]: There’s only room for a clear and concise headline considering the short character limit. I could use another option such as “Flight Is Canceled”, but I feel like using a 2nd-person address gives the headline an added sense of empathy and a direct understanding of the situation.

— Body (175 Characters max): ‘We sincerely apologize, but tonight’s flight is canceled due to bad weather. Please accept our apology by clicking on the solutions on offer below.’ (144 Characters)
[REASONING]: Empathy is directly conveyed by starting the message with “We sincerely apologize…” followed by the reason for the cancellation. Then, adding a sense of security and assistance for the user, the user is instructed to see what they can do in this situation.

— Button(s) (25 Characters max):
Button 1: “Reach Us For Assistance”
Button 2: “Need A Room? Click Here!”
Button 3: “Claim Your Refreshments”
[REASONING]: The brief wrote ‘Button(s)’, so my thoughts are there can be multiple options when it comes to our solutions. The three examples I have written are what I think are the common types of solutions offered during such situations.

Going for solution options that give the user a maximum sense of assistance is important in scenarios where a user or a customer is experiencing difficulties or uncertainties, as it will give the user or the customer a feeling of security and assurance that the company is with them during difficult times.

• RESULT
  — Benefits: A concise headline offers straightforward information without confusion. An empathetic message in the body offers an emotional assurance for the user. The choices of solutions in the buttons offer the user practical actions for some peace of mind.
  — Lessons Learned: Working with tight character limits encourages the most concise instructions while putting empathy on the frontline assures a pleasant user experience.