TEXT PROPOSAL FOR CABIFY
Class Project
Postgraduate in UX Writing by Shifta
THE CHALLENGE
How would an error message make a Cabify user feel when he is trying to find a driver in a crowded station?
Arriving to Atocha (Madrid Train Station) on the last Sunday train means fighting with all the other passengers to stop a taxi or get a Cabify to ride you home.
A couple months ago I ordered a Cabify home after a long train trip. And, on top of being tired and impatient to find a driver, the app frustrated me when it showed me a message (see original) that made no sense.
I could only guess it was my internet connection failing, because the train station was crowded with dozens of people in search for a Cabify like myself.
How would an error message make a Cabify user feel when he is trying to find a driver in a crowded station?
Arriving to Atocha (Madrid Train Station) on the last Sunday train means fighting with all the other passengers to stop a taxi or get a Cabify to ride you home.
A couple months ago I ordered a Cabify home after a long train trip. And, on top of being tired and impatient to find a driver, the app frustrated me when it showed me a message (see original) that made no sense.
I could only guess it was my internet connection failing, because the train station was crowded with dozens of people in search for a Cabify like myself.
THE RESEARCH
I decided to create a message proposal whose tone emphatized with the user situation. I used an empathy map and a “script” of the situation as tools to help me create the message*
I decided to create a message proposal whose tone emphatized with the user situation. I used an empathy map and a “script” of the situation as tools to help me create the message*
Empathy map
Script
THE PROPOSAL
Using these tools, I wrote a new proposal. This new message was shortened and took the responsibility away from the user.
I also wanted to emphazise the idea of “resuming” the trip, in order to avoid making the user feel like the trip is once again starting from zero.
The proposals are written in Spanish in order to improve an already existing message written also in Spanish
Using these tools, I wrote a new proposal. This new message was shortened and took the responsibility away from the user.
I also wanted to emphazise the idea of “resuming” the trip, in order to avoid making the user feel like the trip is once again starting from zero.
The proposals are written in Spanish in order to improve an already existing message written also in Spanish
Original
Proposal