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 in a physical environment. |
| Helpful info | Non-critical, like helpful tips or additional context. They typically act like one-way communication, like a road sign or billboard. |
| Alerts | Time-sensitive messages that notify the user of a status change. The main goal is to update a user on the change and provide enoguh info for the user to decide whether or not to take further action. Similar to leaving a message, sending a notice, or any "fyi" content. |
Writing the copy
Here are a few rules of thumb for each circumstance.
- 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.
- Helpful Info
- Timing matters - Info is only helpful if users see it exactly when they need it.
- Be generic - These are “nice to have” messages that shouldn’t contain important or sensitive info.
- Alerts
- Lead with what changed - Users need to know what exactly changed before they can know what to do next.
- Give context - Since the user is being interrupted, naming the app and topic can help the user to mentally switch gears.
- Keep it short - If it automatically dismisses, users (and screen readers) might have less than 5 seconds to notice, understand, and take action.
Additional considerations
For any type of messaging, you can always start by assessing what stress level, or cognitive place, a user is in when they come across your content. The more stressed, the shorter and more direct you’ll need to be to be effective. If they are more at ease, you can get away with more words or humor and prioritize other design elements.