Messaging
Messaging refers to the communication — both explicit and implicit – that guides users through a flow.
Types of messages
Broadly speaking, most messages can be categorized into one of the following:
| Pattern | What it does |
|---|---|
| Prompts | Tries to engage a user - whether it’s a question, instructions, or an advertisement. They mimic conversations we could have in a physical environment. |
| Helpful info | Non-critical, like helpful tips or additional context. They may have a prompt, but mostly typically focused on one-way communication, like a road sign would be. |
| Alerts | Time-sensitive messages that notify the user of a status change. Though they may have a prompt, the main goal is to update a user and include info needed, to decide whether or not to take further action. They mimic alarms, or notices you might receive in the mail. |
Writing the copy
Here are a few rules of thumb, based on the how users interact differently with each type.
- 1. Prompts
- Ask one thing at a time - If you need multiple actions, focus on the top priority or consider separating them.
- Write to skim - Lead with action verbs, info about what will or won’t happen in the body copy, and an actionable CTA that matches the header if possible.
- 2. Helpful Info
- Stay contextual - Info is only helpful when users see it exactly when they need it.
- Be generic - These messages guide the user through using our product and aren’t focused on the user’s personal information
- 3. Alerts
- Lead with the update - If it interrupts a user, they need to know what changed before they know what to do next.
- Give context - Since the user is doing other tasks, naming the feature or app lets the user know what the message is in regards to.
- Keep it short - If it automatically dismisses, users (and screen readers) may have less than 5 seconds to scan a message.
Additional considerations
You may notice multiple, or none, of these fit your exact scenario. However, they loosely correspond to stress levels and how a user retains different info based on their current cognitive state. You can always guess their stress level and design accordingly.