Strategic Writing for UX Quotes

“We need to understand the cycle from the point of view of the people who will use the experience, to meet them where they are”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“The very best working groups include team members who are familiar with the technical, legal, or financial opportunities and limits, and people who will use the experience.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“By finding many possible solutions, the team can choose the best one to move forward with.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“If the experience involves money, health, privacy, or children, it’s likely that complex legal or regulatory constraints apply, too.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“From the beginning, the UX writer needs to know the business constraints, including resources available for localization and the timelines to coordinate engineering and UX content with content for marketing, sales, and support. We also need to know what languages the people using the experience are fluent in, on which devices, and in what contexts. As the experience develops, we need to know technical, display, and design constraints (like maximum URL lengths and text box sizes), which text needs to be coded before hardware is shipped, and which text can be updated from live services.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“Before the writing can begin, the writer needs to identify the goals of the person who will use the experience as well as the goals of the organization making the experience.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“To give people more reasons to prefer this experience and this organization, the experience can include intrinsic value that isn’t available outside of the experience and create communities around the use of the experience to help attract more people into it.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“Experiences can also create communities.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“When there’s a break in the experience, the organization can provide error messages, alerts, and troubleshooting content.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“Sometimes, using the experience doesn’t go smoothly. Maybe the TAPP rider has forgotten to update their credit card expiration date, or maybe a bus has been unexpectedly rerouted for an emergency. The organization can use alerts and error messages to inform the person and help them get to their goals (Figure 1-”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“How-to content still has a role, whether it’s articles in a help center or built in to the UX context. Sometimes, people want a little confidence boost to take their next step. The job of how-to content is to give people that confidence and instruction when they want it.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“If the experience has intrinsic content, like a game, finance, or mapping app, there is special content the person is there for: the game narrative, financial information, and maps.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“At a large enough business, an IT pro might need to establish permissions, implement special configurations, or enter data to make the experience work for that business. The organization that made the software can provide UX content for this setup crew, and different UX content for the people who will use the experience day to day.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“At a large enough business, an IT pro might need to establish permissions, implement special configurations, or enter data to make the experience work for that business. The organization that made the software can provide UX content for this setup crew, and different UX content for the people who will use the experience day to”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“the person who makes the decision to buy software for work is often not the person setting up the software.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“We can write UX text in the first-run experience for our TAPP app so that the first time the person uses the experience, they are able to start meeting their own goals right away.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“Onboarding helps people set up the experience. Different experiences might need different kinds of content, from simple first-run experiences to complete get-started guides and how-to information.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“the experience still needs to be installed, and the person needs to know how to take their first action (Figure 1-5). This is where UX content begins.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“After a person makes the commitment, marketing is over for that person.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“commitment, marketing is over for that person.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“For a person investigating whether an experience will work for them, traditional marketing content is appropriate, including ads, product pages, and more.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“For a person investigating whether an experience will work for them, traditional marketing content is appropriate, including ads, product pages, and more. These pieces of content meet the organizational goal of attracting people.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“The frequent TAPP rider tends to influence their communities to ride the bus. Through their behavior, they make riding the bus seem easy. Whether they think of themselves as champions of public transit or not, these people help attract more riders into the TAPP transit system.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“While the organization attracts, converts, onboards, engages, supports, and transforms, the person investigates, verifies, commits to, sets up, uses, fixes, prefers, and champions the experience. By realizing this difference in perspective and focus, the organization can more effectively address what the person is there for.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“framework for the voice of the experience”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“integrates with the software development life cycle.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“align the UX content with the product principles.”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

“UX text patterns”
― Torrey Podmajersky, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word