I was inspired by a friend to try the Daily UX Writing challenge and I’m going to share my attempts here in an effort to practice publicly. Disclaimer – I’m still learning Proto.io, so my samples may not always be the most beautiful.
The first challenge was as follows:
- 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
My thought process
Having experienced this personally, I understand how upsetting a cancelled flight can feel. This isn’t the time for a joke or quip, so the message cuts straight to the point – your flight is cancelled and it’s because of bad weather.
The message signals to the user that they will be rescheduled on the next available flight, without making any promises. The user can click ‘More information’ which could lead to contact information for support or future flight schedules. Support is also available at the bottom navigation of the screen.
Lastly, spending an unknown amount of time waiting for the next flight in an airport is less than ideal. By offering free airport lounge access, the airline has a chance to prevent customer loss or soothe frustration.
Katie Barrick 