Project as part of postgraduate in UX Writing and Content Design with SHIFTA by Elisava
In this exercise I needed to design three different types of text messages. I had to be aware of the character count to ensure all the information was conveyed in a few words. The user needs to understand the message at a glance.
Problem:
An SMS letting a user know that soon they will recieve their new credit card in the post.
Process:
Solution:
Header – SHIFTA Bank – in bold so the user notices it in their messages and knows who the message is from.
Message opens repeating SHIFTA Bank to emphasize that the message is from the bank.
Uses Your new credit card instead of The new credit card you ordered to lessen the cognitve load. The user will understand with a glance.
is on the way – this phrase is commonly used by businesses to inform a customer that their product has been posted. The user will recognise it instantly and understand with ease. The alternative – has been sent – requires more attention because it is a passive phrase.
The message gives an estimated day of delivery, including a link to track the postage. This will ensure that the user doesn’t have any questions about when it will arrive.
Problem:
An SMS letting the user know they have an appointment to renew their ID and giving them information about the appointment.
Process:
Solution:
Header – ID Office – in bold so the user notices it in their messages and knows who the message is from.
Hello Ana – Uses the users name to make sure it is the correct person and to give a more personal touch.
Lets the user know that their appointment is confirmed. Gives the user the date, time and location. This information is written in bold so the user can see it is important. Even if they just scan the message, they are more likely to remember this information. The location has a link to Google maps so the user can find it easily.
Reminds the user of what they need to bring, including a link to access the form online. This will help the user feel at ease and ensure they don’t forget anything.
Provides a phone number to call if the user needs to cancel, making sure the user doesn’t need to look elsewhere for this information. The phone number is linked to their phone so they just need to click to call.
Problem:
An SMS letting the user know that they have crossed the border to France and giving them the emergency numbers.
Process:
Solution:
Header – Francafone – in bold so the user notices it in their messages and knows who the message is from.
Welcome to France! – friendly introduction.
Short and to the point sentence – During your stay – to introduce the main point of the message.
Lists the emergency services and their phone numbers. In list order it is easier to read than in one long sentence. There will be minimal cognitive load, as the user can understand the message with a glance.
Includes only four services, as more isn’t necessary and would overload the user with information. The first number provided is a general number and is followed by three more specific services.
Ends the message with – Stay safe and enjoy your trip! – This sentence will have a calming effect on the user. A user with anxiety may worry when they see emergency numbers but ending with this phrase should alleviate their anxiety.
What I learned:
Small is powerful! As I could only use a limited number of characters, I needed to think a lot about what I had to say.
I used Jane Ruffino’s Microcopy Canvas to help me break it down. I had to make sure every word counted and learned to convey an important message in a simple way.
Caitríona Ross 