The user works in graphic design. While critiquing a design in a mobile app, their phone abruptly turns off. When they restart the phone, they reopen the app.
I needed to write a message that the user will read upon reopening the app. I started with the basics. What do the users need to know?
Their work was saved
They can return to the doc
They can safely go somewhere else
What steps (if any) do they need to take to recover their content?
What if they can’t recover the content?
Headline: 40 Characters Max
Body: 140 Characters Max
Button(s): 20 Characters Max
First Draft Issues
As usual, the first version was too verbose.
I used the “Jobs to be Done” Method to narrow the focus on tasks. This was a stressful moment and simplicity was key.
When the app crashes…
I want to find out if my work was saved and go back to check for sure…
So I can continue working or know the edits I made are safe.
Voice and Tone
I tried to strike a balance between “responsible” and “light & calming”. This was a potentially serious error and the user needed to be reassured in a lighthearted tone that their work was saved. This had to be done quickly and clearly without sarcasm or humor. In this context, the user could be on the verge of getting very angry at the app, so a calming tone was essential.
Also, the most important info- that the user’s draft was saved- needed to be frontloaded.
Once the user experienced relief that their work was safe, they needed clear options to move forward!