A Complete UX Writing Project
Imagine this
You're a busy mom who wants nothing more than your daughter to make it to her softball game on time, but you are stuck in a meeting and she's going to be late.
Or maybe you're a dad who coaches your son's football team, but so many players miss practice because they don’t have transportation.
Or you can't play on your school's golf team because you won't have a ride to all the events. This is where Carpool Champ will help busy parents of sports kids!
Parents spend hours driving children to practices, games, and other activities.With multiple children participating in multiple sports, some may arrive late or miss events. Parents need a safe and reliable way to share drives with others. Kids missing practices and games disrupt the whole team.
Context
Product and Audience
Sportslink LLC is a tech start-up that provides solutions to sports families to make their experience as fun as possible. The company serves parents, caregivers, and tweens who participate in sports. It is developing Carpool Champ, a ridesharing app for sports families.
My Role
In my role as a UX content writer, I spent 4 weeks choosing language and a design that would give users the best experience for their needs.
I had the opportunity to participate in the full UX writing process from start to finish, including initial research, personas development, voice definition, user experience improvement recommendations and final UX copy. My specific contributions included:
Define the voice and tone for Carpool Champ.
Build and utilize a tone map.
Participate in the design process by creating a journey map based on user research.
Complete user testing.
Finalize UX copy based on testing.
Challenges
Safety - Parents may not feel comfortable allowing other people to drive their children to sporting events.
Logistics - Users need to schedule rides and driving responsibilities without errors.
Communication - Drivers and riders must be able to contact one another quickly when circumstances change.
Motivation - The content must demonstrate that the service is a safe, convenient way to save time, prevent tardiness, and reduce absences.
Approach
Use words that evoke a sense of safety and security throughout the app.
Utilize rewards in the form of “compliments” to encourage users to keep their commitments.
Create a clear, easy-to-follow path when signing up for drives and rides so there are no mistakes.
Give drivers and riders a way to communicate quickly when circumstances change.
Voice & Tone
We define ourselves as:
Our Content is:
Tone Map
Design Process
User Journey
Originally, I sketched a journey that would take users through most of the screens in the app.
After identifying potential friction points, I recognized three distinct user roles and created a different flow for each one.
I thought of my personas and what journey they would each take.
With this approach, coaches had more control to remove drivers and players as an added layer of security.
Journey Map
UX Copy
Final Results
After three rounds of user testing, we finalized the product content. We selected language that reflected the Carpool Champ brand, reduced friction, and reduced the users’ cognitive load.
Learnings
The project was a fantastic experience. I learned:
Creating and applying a tone map.
Working effectively under a deadline.
Designing within specific constraints.
Balancing creativity with functionality.