My 7-Step UX Writing Process

Clear, concise, conversational words.

UX writing is the craft of guiding, entertaining, and removing obstacles for users when they interact with a digital product. Whenever I write copy, I find myself repeating that familiar mantra, “kill your darlings.”

“Kill your darlings, kill your darlings, even when it breaks your egocentric little scribbler’s heart, kill your darlings.” — Stephen King

Darlings can be clever puns, witty repartee that make their writers bloom with satisfaction. But, fluff rarely helps a user complete a task. Killing your darlings must be carefully and relentlessly attended to when creating product messaging.

As the lone User Experience (UX) Writer intern on a design team I champion consistent, clear, useful words that are brand-appropriate. Every element must serve a purpose on a digital product.

Here’s my process.

I. Content Research

Step 1: Understand The Business Goals

Before I can dive into understanding the users, I research the ins and outs of the product, and the company. I speak with stakeholders to keep business goals in mind when formulating a brand voice.

I ask:

• What is the product’s unique value proposition? What are the product’s competitors?

At this stage a competitive analysis helps identify major competitors and their product marketing strategies. What are their strengths and weaknesses? How can you do it better?

Deliverable: Competitive analysis

Step 2: Research My Audience

Users are the proverbial wind beneath our wings. Creating a product that suits absolutely no one is shirking half my duty. So, I cast a wide net, I track down potential target users, I listen to the way they speak, I ask open-ended questions to gauge their needs/desires/feelings/behavior. This can be done via user surveys, and brief interviews (in-person or over-the-phone). My goal now is collecting seeds until I have enough for a soup.

I ask:

• Who are my users? What are their likes? Dislikes? What challenges are they facing? Why would they need our product? How can I channel their feelings through language?

define user needs + business goals = user stories

User stories are short descriptions told from the perspective of the target audience. They quickly capture the “who,” “what”, and “why” of a product experience.

User story format: As a user, I want to <a goal> so that I can <reason why>.

Once I write enough of these, I can turn up the heat on that soup.

Deliverable: list of user stories, list of potential user scenarios, task flows, user activities, and content strategy.

Step 3: Present My Work

My design team includes three UX designers, a UI designer, a graphic designer, and a writer (me). Together we are charged with building the direction, visuals, and content. We manage our team on Trello, Slack, and Figma. However, my weapon of choice will always be tried and true, Google Docs.

Deliverable: implement information hierarchy, add content links, update content spreadsheet

II. Content Design

Step 4: Ideate/Sketch Ideas

This is the fun part. Good writing is rewriting, and concise writing takes time. During this creative flow, I refer to the company content guide. Here’s a brief snapshot:

The writing process splits into two strains: (a) creating and (b) editing.

I try not to mix them.

a. Creating word vomit: I write. I despair in existential crisis. I write. Preferably with pen and paper.

b. Editing: Is it clear? Consistent? Concise? Useful? Conversational?

This image helps:

Source: https://itnext.io/6-levels-of-the-ux-design-pyramid-with-the-user-needs-a8cbb49c7801

Deliverable: 1st round of copy

III. Content Review & Revision

Step 5: Edit & Share

I’ll say it again, good writing is rewriting.

Deliverable: more rounds of copy ensue. Each round depositing shorter, more useful, and delightful words.

Step 6: Testing Content

I sneak in a few card sorting tests on my team. I may have cornered a few people with a fistful of post-its. Optimalsort is also a good option.

However, when it comes to the big daddy of testing with real users, it is my job to ensure that the interviewer asks open-ended questions about the product content:

Close-ended question: Did you find value in this process?

vs.

Open-ended question: Can you tell me how you found value in this process?

Deliverable: synthesize findings into strategic solutions

Step 7: Iterate & Finalize

Steps 5–7 are iterative and based on test findings. Rinse, repeat. Rinse, repeat. Ideas that seemed A-Ok in the past are ruthlessly deleted. Stay strong. Grow a thicker skin.

Kill those darlings.