UX Writing

For 15 days, I participated in an email series of UX writing challenges. Day one featured a notification from an airline company that canceled a flight. Below is the prompt, my notes, and my final draft.

1. Notification

Prompt Analysis

I enjoyed this prompt because it allowed me to think empathically.

My goal was to provide a flustered and frustrated reader with the important information first and as straight-forward as possible. I recognized the importance of avoiding any vague phrases as it could result in additional issues for the traveller.

When a traveller is notified that their flight is cancelled, their first thought may be, "What am I supposed to do now?" In this prompt, I provided options before the traveller even had a chance to panic.

I looked through posts on a variety of online forums to determine the biggest issues with flight cancelations. I found that many travelers felt it was too difficult to book the next flight.

A traveller can choose to immediately be brought to the rebooking page. For the travelers that have other plans in mind, they can learn more about flight cancellations and accommodations that the airline offers with the "learn more" button.

The Prompt

Scenario: A traveler is in an airport waiting for the last leg of a flight home when their flight gets abruptly canceled due to bad weather.

Challenge: Write a message from the airline app notifying them of the cancellation and what they need to do next.

Headline: 45 characters

Body: 175 characters max

Button(s): 25 characters max