User-Centered Content
Start with user needs
- Write in a way that suits the situation. Ask yourself: Who is going to read this? What do they need to know? How might they be feeling?
- Help people find the information they need quickly and easily. Guide them through the process.
Do the hard work to make it simple
- Use plain language and simple sentences.
- Choose clarity over cleverness.
Write for everyone
- Respect the complexity of our users’ experiences.
- Be willing to be surprised about who’s reading your work.
- Make all content accessible for users with assistive devices.
Build trust
- Talk like a person.
- Tell the truth.
- Use positive language and concrete examples.
Start small and iterate
- Make sure your content works for users. Don’t be afraid to scrap what’s there and start over.
- Write a draft, test it out, gather feedback, and keep refining.
