UX Writing
I develop clear and useful text in product interfaces to help users reach a specific goal, whether that's completing a form or tapping a button. This includes every type of content from on-screen help systems, user onboarding and in-app messages to push notifications and tooltips.
Microcopy
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User Flows
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Voice & Tone
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Trust, Safety & Legal
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Accessibility & Inclusivity
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Research & Testing
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Collaboration & Documentation
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Content Strategy & Design
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Microcopy 〰️ User Flows 〰️ Voice & Tone 〰️ Trust, Safety & Legal 〰️ Accessibility & Inclusivity 〰️ Research & Testing 〰️ Collaboration & Documentation 〰️ Content Strategy & Design 〰️
Project - Jet Set Go Application Revamp
Overview
I rewrote the UX copy for a travel booking prototype to improve clarity, empathy, and usability — with a special focus on building trust and reducing friction during key flows like payment and confirmation.
My Role
UX Writer – Content design, tone-of-voice mapping & user flow optimization
Tools
Figma, Google Docs, WCAG 2.2 guidelines
Problem Statement
The original prototype used placeholder content and lacked a cohesive voice. Critical moments such as form submissions, error handling, and payment confirmations had unclear or generic messaging. This led to confusion, reduced trust, and inconsistent experiences.
Challenges Identified
Inconsistent tone
Lack of error messages and accessibility guidance
3. Unclear CTAs and field instructions
4. No content guidance for sensitive touchpoints (e.g., payments)
My UX Writing Goals
Establish a consistent, brand-appropriate voice and tone
Improve clarity and actionability of UI text
Reduce user friction in forms and error states
Build trust through transparent, supportive language
Apply inclusive and accessible content principles (WCAG 2.2)
Support emotional context in each flow (e.g., calm during errors, excited at booking)
Process & Approach
Research & Content Audit
Reviewed the prototype to identify weak spots in the copy
Interviewed target users to understand friction points
Mapped out tone opportunities across the journey
Voice & Tone Framework
Defined tone per screen (e.g., neutral for search, empathetic for errors, celebratory for confirmations)
UX Writing + Content Design
Wrote and iterated microcopy across UI elements
Designed for edge cases: missing data, errors, delays
Ensured copy was readable, accessible, and translatable
My Work
Landing Page
Before
After
Search Results Page
Context
The flight search results screen is where users make one of the most important decisions: which flight to book. The original design (B2) displayed key data points but lacked clarity, hierarchy, and supporting context to guide decision-making.
My goal - to apply strategic UX writing to:
Make each deal faster to scan
Add context like flight types (e.g., night flight, non-stop)
Improve destination clarity
Maintain consistency in tone, format, and layout
Comparison
Impact
Improved clarity of search results, reducing decision fatigue
Faster scanning and comparison due to added tags and full city names
Comparison
Tagline Addition
Impact
Before
After
Passenger Details Page
Before
After
These updates resulted in clearer user input, reduced hesitation during form completion, and contributed to a 25% improvement in task completion time during usability testing.
Context
Comparison
Impact
Payment Page
Before
Notifications are a key touchpoint for engaging users and guiding them through their journey. For Jet Set Go, I designed push notifications that balance clarity, empathy, and actionable language to increase booking completion, celebrate user milestones, and collect valuable feedback—all while building brand trust and loyalty.
Principles Applied
After
Notifications
Context
This is the flight search screen. It’s one of the first and most critical interactions in the booking flow. My goal was to make the language more clear, action-oriented, and supportive to reduce confusion and cognitive load.
I introduced the tagline “Book smart, Fly safe” beneath the app name to quickly convey value and set a reassuring tone.
Voice in Tagline:
The tagline “Book smart, Fly safe” reflects Jet Set Go’s core voice pillars—Clear, Reassuring, and Actionable. It instantly communicates value while reinforcing the product’s commitment to safety and efficiency.
Increased accessibility for international or first-time travelers unfamiliar with airport codes
More cohesive and scalable content system for listing results
The passenger details screen is a sensitive moment for users—they’re inputting personal information tied to identity, payment, and government verification (passport names, dates of birth, gender). This step is high-stakes and prone to hesitation or mistakes.
My goal: Reduce user anxiety, increase form clarity, and create trust-focused microcopy that guides users with empathy and precision.
Increased trust through human, readable field instructions
Reduced user hesitation by clarifying what and why information is needed (e.g., “for identity verification”)
More inclusive tone for gender identity field while aligning with passport/legal requirements
Context
Comparison
Impact
The payment screen is one of the highest-friction, highest-trust moments in any product. Users are entering sensitive financial information, and any ambiguity or lack of reassurance can lead to hesitation—or even drop-off.
My Goal: Write clear, calm, and trust-building microcopy that improves comprehension while reassuring users their data is handled securely.
Used friendly, direct language to improve readability
Avoided overwhelming technical or legal phrases improving understanding
Used security reassurance language to reinforce trust
Maintained format consistency with other form screens to reduce cognitive load
Booking Confirmation
Purpose: Celebrate the completed action, reinforce a positive brand relationship, and encourage future use.
Why it works: Friendly, energetic language creates delight and strengthens brand recall.
Booking Feedback
Purpose: Invite users to share feedback in a low-pressure, easy way to improve the product.
Why it works: Sets clear expectations (30 seconds), uses a conversational tone, and shows respect for user time.
Clarity: Simple language makes intent instantly clear.
Reminder
Tone: Friendly, upbeat, and on-brand.
Confirmation
Actionable: Each message includes a specific next step or prompt.
Feedback
Empathy: Minimizes user effort, builds trust, and respects user time.
Booking Reminder
Purpose: Encourage users to return and complete their booking with a gentle, non-intrusive nudge.
Why it works: Reduces friction, reassures the user, and uses inviting action language.
OUTCOME & IMPACT
Improved task clarity and user understanding through simplified language
Reduced task completion time by 25% during usability testing
Built user confidence at sensitive moments like payment and form submission
Clearer error messages helped reduce drop-offs in the booking flow
Established consistent, scalable language patterns across all screens