"Writing is core to the design process. Every design team needs writers to make interactions simple, to introduce new features, to add the right personality at the right time. So what happens when that team member - and that craft - disappears? Without the right words, users get lost. Interactions are clunky when the phrasing, labeling, and calls to action don't make sense."
"When this happens, some companies will lean on brand and marketing to try to fix things. But it's not fair to ask those teams to solve usability issues. A great Instagram presence won't improve the product. Customer support tickets go up, too. When people can't figure out your product, they ask for help. Good UX writing lets the support team handle tougher, more complicated issues instead of explaining the interface."
"The frustration is too big, and the app they loved just doesn't cut it anymore. There are lots of products to choose from, and the bar for quality is higher than ever. People are quick to find new solutions. It's especially true for products that rely on deep levels of care. How can we ask a user to trust us with their private data if they can't trust us with punctuation?"
Widespread layoffs are removing experienced UX writers from digital product design teams, eliminating a critical craft. Without skilled writers, products suffer significantly. Users become confused by unclear phrasing, labeling, and calls to action, leading to clunky interactions. Brand voice and personality drift without consistent writing oversight. Companies often attempt to compensate by having marketing teams address usability issues, but this approach fails to solve core product problems. Customer support tickets increase dramatically as confused users seek help navigating poorly written interfaces. Ultimately, frustrated users abandon products for better alternatives, especially when trust is essential. The need for words in interfaces remains regardless of whether dedicated writers exist.
Read at Medium
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