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, you're a dad who coaches his son's football team and you can't make your team successful since so many players miss practices because they don't have a ride.
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 kids to practices, games etc.With multiple kids and multiple sports, kids may be late or miss events. Parents need a safe and reliable way to share drives with others. Kids missing practices and games disrupts 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. They cater to parents, caregivers and tweens who play sports. They are developing an app Carpool Champ, a rideshare for sports families.
My Role
In my role as 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 participate in the full UX writing process and create deliverables start to finish- initial research, user personas and voice definition, to user experience improvement suggestions and final UX copy. My specific input:
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 don’t feel it’s safe to allow others to drive their kids to sporting events.
Logistics- Ensuring users can correctly schedule to drive or ride without errors.
Communication- Drivers and riders MUST be able to speak or text with each other as life happens and things change.
Motivation- Convince users it’s a safe and easy way to save time, eliminate tardiness and stop absences to different activities.
Approach
Use words that emote 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 users a way to communicate with their riders/drivers as circumstances change and there must be a way to get in touch quickly.
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 possible areas of friction, I created a different flow for each role after I realized there were 3 distinct roles, and each had to take a different journey.
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 3 rounds of user testing, we finalized the text for the deliverables. We chose the words that were on brand for Carpool Champ, that created less friction for users and reduced the cognitive load.
Learnings
The project was a fantastic experience. I learned:
Tone map creation.
How to work on a deadline.
Working within specific constraints and parameters.
Ways to find a balance between being creative, yet functional.