Cover
Half Title
Title Page
Copyright Page
Table of Contents
Foreword
Preface
Acknowledgements
Part 1 Perspectives
1 Introduction to UX Writing
Chapter Overview
Learning Objectives
A Brave New World
UX: The Design of Experience
The Rise of UX Writing
Writing at Multiple Intersections
UX Writing Goals
UX Writing Technologies: AI, Data Analytics, Oh My!
UX Writing Career Facts
Conclusion
Chapter Checklist
Discussion Questions
Learning Activity 1
Learning Activity 2
2 The UX Writing Process
Chapter Overview
Learning Objectives
Content as a Product and a Process
The UX Writing Taxonomy: Three Continuums
Content Lifecycle
Major Theories That Inform UX (and) Writing
From Design Science to Design Thinking
Phase 1: Empathizing with Users and Understanding Their Needs
Phase 2: Defining Problems and Opportunities
Phase 3: Ideating Content Solutions
Phase 4: Prototyping Content
Phase 5: Testing and Validating Solutions
Tracking and Measuring Content Performance
Managing the Iterative Workflow and Continuous Improvement
Conclusion
Chapter Checklist
Discussion Questions
Learning Activity
3 Building a UX Writer Outlook
Chapter Overview
Learning Objectives
Traits: Your Tools of the Trade
Listening Empathetically
Having a Strong Cultural Awareness
Being Digitally Savvy
Knowing When to Break the Rules
Advocating for Ethical Practices
Practicing Agile Collaboration
Seeing the Trees as Well as the Forest
Mentoring Others
Conclusion
Chapter Checklist
Discussion Questions
Learning Activity
Part 2 Processes
4 Empathizing with and Assessing Userย Needs
Chapter Overview
Learning Objectives
Starting with Empathy
What Is Goal Setting with a Client?
What Is Contextual Inquiry and Task Analysis?
What Are User Stories?
What Are Task-Based Usability Tests (aka โProtocol Analysesโ)?
How Does Eye-Tracking Work?
What Are SWOT Analyses?
Conclusion
Chapter Checklist
Discussion Questions
Learning Activity
5 Defining Problems and Opportunities
Chapter Overview
Learning Objectives
Defining the Challenge
What Are Personas?
What Are Journey Maps?
What Are Content Audits?
Conclusion
Chapter Checklist
Discussion Questions
Learning Activity
6 Ideating and Prototyping Content
Chapter Overview
Learning Objectives
What to Do with Defined Problems?
Ideation: A Divergent Brainstorming Process
What Is Card Sorting?
What Is Affinity Diagramming?
What Is Participatory Design?
What Are the 6:1 and Four-Category Methods?
Selecting a Solution
Prototyping: Materializing Ideas
What Is Low-Fidelity Prototyping?
What Is High-Fidelity Prototyping?
Preparing to Test
Conclusion
Chapter Checklist
Discussion Questions
Learning Activity
7 Testing, Managing, and Deploying Content
Chapter Overview
Learning Objectives
Testing and Validating Content
What Is Usability Testing of Prototypes?
Limitations of Usability Testing
What Is A/B Testing?
What Is Heuristic Evaluation?
What Is Validation?
Whatโs Next? Strategies for Managing Content
What Is Structured Authoring?
What Are Content Management Systems?
Deploying Omnichannel Content
To Push or to Pull, that Is the Question
Conclusion
Chapter Checklist
Discussion Questions
Learning Activity
8 Tracking and Measuring Success
Chapter Overview
Learning Objectives
Attract, Engage, and Sustain Your User: Creating a Content Framework
Tracking Your Users Online to Better Understand Their Attitudes and Behaviors
Data Analytics Help You Understand Users in Their Journey
How to Analyze Usersโ Interactions Before, During, and After Content Deployment?
Understanding Audience and Their Behavior through Web Analytics
Building Content that Attracts, Engages, and Sustains Your Users
Using Key-Performance Indicators (KPIs) to Measure Content Performance
How Can You Use Metrics and KPIs in UX Writing?
Adopting KPIs to Frame Your Content for Actionable Insights
A UX Metric Framework: The 3ร3 Method
Validating Your Successful Metrics
What Is Benchmarking and How to Validate Measurements?
Sustaining User Engagement through Ongoing Measurements
Conclusion
Chapter Checklist
Discussion Questions
Learning Activity
Part 3 Practices
9 Popular UX Writing Genres and Tasks
Chapter Overview
Learning Objectives
UX Writing Products
Microcopy and Microcontent
Onboarding Experiences
Help Guides and Contextual Tooltips
Error Messages
Forms and Labels
Legal Notices
Settings and Specs
Designing Content with Style and Tone Guides
Designing Non-Textual User Interfaces: Video and Voice
Conclusion
Chapter Checklist
Discussion Questions
Learning Activity
10 The UX Writing Portfolio
Chapter Overview
Learning Objectives
Why Do You Need a Portfolio?
Where Should You Begin?
What Does a UX Writing Portfolio Look Like?
Component 1: About Yourself and Your Goals
Component 2: Your Problem-Solving Process
Component 3: Your Project Samples and Results
Portfolio Review
Conclusion
Chapter Checklist
Discussion Questions
Learning Activity
11 Using Generative AI and Automating Your Content
Chapter Overview
Learning Objectives
What Is Artificial Intelligence, Again?
The Limitations of AI and the Importance of Human-in-the-Loop Approaches for UX Writing
Using Generative AI: A Demo
How Generative AI Actually Function
Automating Your UX Writing Content: Different Tools
Conclusion
Chapter Checklist
Discussion Questions
Learning Activity
12 AI Recipes for UX Writing
Chapter Overview
Learning Objectives
AI Characteristics That Are Important to UX Writers
How to Cook Up Good AI Prompts: Using the 6W and 1H Method to Frame AIย Prompts
Specific Prompt Commands for AI
Idea Generation, Regeneration, Suggestions, and UX Techniques
Empathize Using AI: Conducting Preliminary User Research
Define Using AI: Competitors, Common Pain Points, and Design Brief
Ideate Using AI: Page Layout, User Interface, and Wireframe
Prototype Using AI: User Flows, Design Systems, Copy
Test Using AI: Usability Tests, Interviews
Other General Tips
Create Images and User Interfaces Using AI Prompts
Conclusion
Chapter Checklist
Discussion Questions
Learning Activity
Glossary of Key Terms
Index