🔧 Tools
My interest in writing microcopy began while I was working as the solo Support resource at a tech startup — well before I knew what UX writing was.
Managing the helpdesk, I was aware of how the right information, presented in the right way, could turn users from frustrated to engaged. But I soon learned that the skills I was using to solve an individual user’s problem (empathy and clear communication) could be baked into the product itself, and help many users at a time.
Keen to keep support ticket volumes low, I got involved in writing the product’s error messages, form labels and tooltips, encouraging users to self-solve as much as possible.
What I was doing felt different to copywriting; it took context into consideration, relied on knowledge of users’ needs, goals and emotions, and involved working closely with designers and developers. It got me thinking: surely this was more Product than just Support, more designing than simply writing? Surely this would be a valuable skillset in any Product team?
It was when I discovered that UX writing was a thing that the stars finally aligned ✨. It ticked all the boxes, being user-centred, product-oriented, collaborative and enabling me to make a measurable difference.
I knew this was where I wanted to take my career. I began reading whatever I could find on the subject, before taking on a Daily UX Writing Challenge, followed by a 6-month UX Writing Academy course.
In 2023, I was excited to land my first full-time UX writing gig at Spark. And I haven’t looked back! 🚀
UX writing:
Transferrable skills from 9 years in Support:
Figma
Miro
Notion
Airtable
Confluence
Slack
Trello
AEM
Zendesk
Google Workspace
Check out my LinkedIn profile for my full work experience.