UX Writing: The Case for User-Centric Language

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If I asked you what is one of the biggest problems on websites today, I’m willing to bet you wouldn’t say it has anything to do with words.

But what if I told you it does?

Let’s talk about user-centric language.

One research group describes the usability problems that result from something as simple as using the wrong words on websites:

“Writers often use the language they are most familiar with when describing offerings on websites, without realizing that those terms are unknown to their readers. Unfortunately, site visitors often don’t understand those company- or industry-specific words and phrases.”

In fact, a repeated challenge on websites is that words (“terminology”) and even how the content is organized (“content structure”) reflects the organization’s internal understanding of their own products and services, rather than an external user’s understanding of that company’s products and services.

This problem happens frequently, rearing its ugly head when:

  • companies use feature-laden language to describe their products and services instead of talking about how these products and features benefit customers;
  • websites use nomenclature on navigation menus that’s recognized by internal audiences but not external ones; and
  • navigation menus use an audience-based navigation scheme—confusing, because not all users on your website know or realize what audience they fall into—rather than a task-based one.

When there’s limited time to do UX research, examining the language on your website can be a last priority. But no website—or digital product—can meet its goals without considering whether the language in its interface is user-centric.

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Now That We’ve Captcha’d Your Attention…

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The other night I listened to my friend swear his way through the online purchasing process for concert tickets. He knew who he wanted to see, how many tickets he wanted, and his budget. All was going well until he got to a point in the journey that kept tripping him up, and the longer it went on the more frustrated he became.

As UX practitioners, these are the types of experiences we try to avoid; we would never knowingly place an obstacle in a user journey that would cause such frustration. In the end, he managed to purchase the tickets but not without some undue stress caused by not being able to read the distorted text in a plain old captcha.

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Changing Minds

A Conceptual Framework for Relational Cognition by:   |  Posted on

Changing Minds - A Conceptual Framework For Relational Cognition - Clifton EvansAs you are reading this, how many times will you check your phone for a text, an email, a shared link, or photo? Some of these moments of attention will be based on alerts, but how many are habitual, simply checking the device for potential updates?

Our minds are continually looking to continue earlier conversations or to start new ones. We have sometimes dozens of ongoing conversations, not to mention the long list of open tabs and draft emails containing trains of thought we intend to follow up on.

We are living in a continual shift of focus, and this article aims to provide some understanding on how our minds are adapting to constant changes in train of thought.

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Unveiling the Specifics of ‘Unsubscribe’ for Email Marketers

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Email unsubscribe is one of the most dreadful things for any email marketer. After all the hard work you put into a campaign, it is particularly annoying to get your emails unsubscribed.

According to Mailjet, if your unsubscribe rate is below 1%, you are said to be within the industry norm. However, emails sent to new lists—to subscribers who have not received an email from you before—are not included in this calculation because they usually have more unsubscribes. Your industry also influences the number of unsubscribes you get. An agreeable unsubscribe rate is below 0.5%, and you should work on creating better emails if your unsubscribe rate exceeds that.

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Designing Progressive Web Applications for the Future

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Google unveiled progressive web apps around 12 months ago. We’ve now had the chance to look at some of the pioneers of the technology, see how they’ve managed to implement the concepts, and look at their results.

As both a web and Android developer, I’ve been very interested in progressive web apps, not just from a professional point of view but also because this is a technology that I actually believe in.

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