UX WRITING CHALLENGE DAY 1
Proactivity
UX Writing Challenge
SCENARIO
A traveler is in an airport waiting for the last leg of a flight home when their flight gets abruptly canceled due to bad weather.
THE CHALLENGE
Write a message from the airline app notifying them of the cancellation and what they need to do next.
Headline: 45 characters
Body: 175 characters max
Button(s): 25 characters max
Write a message from the airline app notifying them of the cancellation and what they need to do next.
Headline: 45 characters
Body: 175 characters max
Button(s): 25 characters max
THE RESEARCH
To empathise with the user, I first “scripted” the situation: a young man is about to fly back home for Christmas when his flight gets cancelled. This technique helped me asking myself the same questions someone in that situation would have.
To empathise with the user, I first “scripted” the situation: a young man is about to fly back home for Christmas when his flight gets cancelled. This technique helped me asking myself the same questions someone in that situation would have.
Then, I transformed that script into the different elements of a Microcopy Canvas. I further developed the context of the message, the expected outcome and some first drafts of the message I could come up with.
THE SOLUTION
I created 3 different versions of the message with slight differences in their tones. I used my friends and family to test each one of them and designed the one which was preferred by most of them.
I created 3 different versions of the message with slight differences in their tones. I used my friends and family to test each one of them and designed the one which was preferred by most of them.
Besides having a calmed, serious but functional tone, I wanted to add some functionalities that could directly answer some of the questions the user might be having. Which rights can I claim when my flight is canceled? Where can I find the airline desk at the airport? How do I contact the airline?