UX Writing Samples

Thanks to dailyuxwriting.com for their awesome UX Writing Challenges! I'm a better UX writer for mobile because of them. Have a look...

Day 1 Challenge - "Flight Canceled Because of Weather"

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


For this prompt, I imagined the flight cancellation happening under three sets of circumstances, from best to worst (from the traveler's point of view), as detailed below...

Best-case scenario: The flight’s been canceled, but the airline has taken care of next steps and treated the customer to a free hotel room. By the time the customer finishes reading the notification, the canceled flight might not seem so bad after all...

Headline: Unsafe flying conditions, flight canceled

Body Copy: Sorry Mike, your flight’s been canceled. We’ve got you covered, though. You’re already re-booked for the next departure, and we’ve reserved you a room at a nearby hotel.

Button: See your new itinerary

Middle-ground scenario: Modest (read: meager) conciliatory gestures are being made by the airline (a free drink and preferential seating on the next available flight). But the fact of the matter still stands: the customer doesn’t know when they’re getting home yet, and will probably end up in some Lord-of-the-Flies-style scenario squaring off against other unhappy travelers for a spot on the next departure.

Headline: Unsafe flying conditions, flight canceled

Body Copy: Sorry Mike – your flight’s been canceled. We know that’s frustrating, so you’ll get preferential seating and a complimentary beverage on the next available flight home.

Button: Speak with Customer Service

Worst-case scenario: The airline is making no conciliatory gestures, and the customer will have to do all their own legwork to get onto the next flight; the possibility of the Lord-of-the-Flies-style face-off again looms large...let's just focus on the weather, shall we?

Headline: Unsafe flying conditions, flight canceled

Body: Bad news, Mike. Because of the nasty weather, we had to cancel your flight. We’re so sorry. Our customer service team is here to help you get home safe...

Button: Speak with Customer Service