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UX Writing > Misc. Samples

Before & After - Error message

Before

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After

In the SEO settings of their sites, users received this error. 

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"Before" message: 

  • Users were scared! They thought their sites were no longer connected to Google and couldn't be indexed, which would have a huge impact on their visibility on search engines.

  • Many users were agencies taking care of their client’s sites. They were worried that their clients’ sites would stop performing well and they complained in the Wix SEO Experts Facebook group and across other social media channels and user voice calls.

 

My job was to change the message so that users knew what was actually happening: their sites were still connected to Google, but the performance data was not able to be displayed on their sites.

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Results of "After" message:

  • Users understood and stopped complaining about the error. They were able to reconnect their sites and see performance data.

Wix's Payment solution product

Hiding prohibited products

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Users processing their payments with Wix Payments are not allowed to sell prohibited products (i.e., CBD, gambling, drugs, etc.). We hid products as a warning, then deleted them for users who unhid them.

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Here you'll see the various forms of communication with those users - email, bell notification, modal in products page.

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Challenges:​

  • Use sensitive language - try to make sure that the user doesn’t feel attacked to avoid social complaints as we saw with competitors.

  • Limited product capabilities based on cross-team processes and developer/resource constraints.​

Updated declined request

Before

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After

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When a user's cash advance request is declined, they receive this message in the cash advance status dashboard.

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Before message: 

  • Lacks sufficient details

  • Potential for more customer care tickets

 

My job was to change the message so that users knew why their cash advance was declined. There were legal and risk restraints about what could be included in this message. 

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After message: ​

  • Provides users with a clearer understanding of the decline

  • Fewer customer care tickets

  • Continuing to work on more custom messaging as our customer base grows and more declined reasons are discovered.

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