JOIN
JOIN is a SAAS company whose app combines the features of a talent attraction software and an applicant tracking system to help companies find and hire talent.
UX copy library
Issue
The company doesn’t really have settled terminology, with product developers creating an inconsistent user experience, and disagreements between stakeholders over copy issues.
To do
Create a library of copy that has been approved by UX writing, to act as a company-wide reference point and ensure that new features can be made consistent and launched more quickly.
Terminology audit
I began by reviewing the product experience and collecting terminology I felt could be potentially confusing, or was inconsistent (e.g. ‘Bundle’, ’Promote’, ‘Slot’, ‘Product’, ‘Inventory’, ‘Job board’, ‘Premium’, ‘Multiposting’, ‘Bookings’).
In order to secure buy-in, I made sure to bring in stakeholders from all areas of the company. - Product, Marketing, Business Development, Growth, Customer Success. I introduced the project and invited them to share their thoughts on the terms I’d flagged, and to suggest alternatives. Once that was done, I held a poll to collectively decide on the best alternative to each term.
Working with the UX Research team, we consulted some users on our terminology, asking them:
What are their impressions of our existing terms?
What alternatives occur to them?
What are their impressions of our alternative terms?
Based on their feedback, we changed some of our terms, left some as they were, and built in some contextual clues and tooltips where terms caused some confusion.
UX copy library
Results
Consistency can be maintained as new features are launched and the product experience evolves.
The product design and development process is more efficient, as we’re able to get things right first time.
Content design is further established at JOIN.
The work of Content Design gets locked in for the long-term.