Starting a UX writing practice
My Role
Lead UX Writer
Industry
Design
Services
Strategy, User Research, Content Design, UX Writing, Content Operations
The early days
Writing, as a dedicated function, was non-existent in Hubstream. All the writing tasks—be it for the website, app interfaces, or user help content—were historically handled by product managers, designers, and developers.
This approach, while collaborative, often led to inconsistent messaging and overlooked the nuanced craft of writing tailored for a good user experience.
Since we were catering to high-revenue customers, such as Google, Uber, Western Digital, Lipsy, it was not acceptable to have content that didn't resonate with the users.
My mission
Integrate UX writing into our product development process, ensuring that every interaction within our digital products felt like a conversation with a helpful, knowledgeable friend.
This wasn't just about improving user satisfaction; it was about - fundamentally changing how our users interacted with and perceived our products.
The challenges (and how I overcame them)
Impact
Improved user engagement
Our efforts led to a measurable increase in user engagement metrics, including lower bounce rates and higher retention, affirming the power of effective communication in enriching the user experience.
Conversion rate uplift
Strategic changes to our call-to-action copy and onboarding flows resulted in higher conversion rates, directly contributing to business growth.
User engagement metrics before and after implementing UX writing best practices.
Embedded UX writing into the design process
UX writing is now an essential part of our design process, with UX writers and content designers involved from concept to launch, ensuring a cohesive user experience.
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This has also helped the company address priority requests on time.
UX writing a standalone stage in the design process.
Data-driven decisions
What started as a drive to bring user into the narrative with research and testing, has cultivated a culture where decisions are informed by user data, ensuring our content, and more importantly, the product continually evolves to meet changing user needs.
