Today’s UX writing reminder — sometimes you need to draft and redraft something to get the best result!

Yesterday, I was asked by a product owner to write copy for a new screen to address an urgent error in our onboarding flow. The screen copy needed to:

  1. Tell customers that a technical issue occurred.
  2. Inform them that some parts of the onboarding process were successful, even though that success wasn’t the main focus of the screen.
  3. Provide an alternative method to resolve the technical issue.

I wrote 2 initial drafts of the screen. Both versions had a CTA to lead to the alternative solution in-text, and then a separate CTA at the bottom letting the customer sign in to their account.

After the first 2 drafts, I asked the PO if it was possible to create a third version of the copy, this time with a single CTA — just the solution-focused one, with no sign-in option. I was worried that having 2 CTAs on the screen would distract the user.

The designer agreed with me on this, so we mocked up a third option in Figma, rewrote and reordered the copy, and then sent it to stakes for review.

I just got word this morning that the stakes preferred option 3. So now it’s off to translation.

This makes me feel good! Sometimes, the initial draft of a thing just doesn’t work out. And sometimes, as a content designer, it’s your job to flag design issues that lead to sub-optimal outcomes. So think of this post as me permitting you to play around, make mistakes, and find better solutions.