When you think about FinTech apps, written language isn’t probably the first thing that comes to mind. Other topics like security, ease of use, accessibility, and scalability are perhaps more important. After all, finance is all about money and numbers, not about words. Even though this is probably true, written language still has an important role to play in terms of FinTech app development.
The use of written language as an element of design, particularly in terms of the User Experience (UX), is known as UX Writing. This concept allows apps to connect better with users, helping improve usability. It is fundamental when it comes to building great apps, even if it is often overlooked.
Building a FinTech app requires taking into account several factors that can determine its success. UX Writing is one of these many factors. In this post we discuss what UX Writing is and some of the ways it can improve your FinTech app.
As for anything UX related, UX Writing also focuses on users’ experiences when using a digital product. The difference from conventional UX research is that UX Writing focuses on written text rather than the general design elements.
This might sound like something very specific or even secondary when compared to other more important elements of an app. However, texts can have a considerable impact in terms of how users perceive an app.
Think about the following example. You are using an app for the first time, so you are asked to create a new user and password. You introduce your user and the same password you always use for all apps. Unfortunately, when validating the information, the app tells you that something is wrong, but it doesn’t say anything else. You try unsuccessfully to continue. As a result, you become frustrated and, after a few failed attempts, you decide to delete the app. This sounds like a strange case, but it happens very often.
Imagine how this story could have ended differently if the app would have displayed a different message. Rather than just saying ‘something went wrong,’ it could have said something like ‘password is missing a capital letter.’ With this simple tweak, the problem can be easily identified and the user can solve it.
Guiding users through your app by using the correct message can make a big difference. This is particularly important for FinTech apps.
FinTech UX Writing
UX Writing is essential for all sorts of digital products. It becomes particularly important for FinTech apps because of a single reason: people can become very sensitive when dealing with money and resources. Failing to simplify a FinTech app’s user journey can result in frustration, and nothing works against an app as frustration.
Just imagine how you would feel if you had to perform a critical financial operation and the messages in your app kept sending you unclear or confusing messages. Most likely, the result would be a failed experience.
Due to the importance of UX Writing in FinTech apps, it is necessary that app development teams learn how to communicate clearly with users through text. These are some of the things to keep in mind when writing your in-app text messages.
Consider Your Users’ Needs
When writing, consider what your users need to know or what they want to do. Financial operations can be stressful, so try to communicate ideas clearly to avoid unnecessary frictions. Stepping into users’ shoes helps figure out the right content and the way to share a message.
Keep It Simple
Avoid being too general, as this may frustrate users. Don’t just write something for the sake of it. Make every message count.
Also, try not to be too specific. People tend to avoid long messages. Being concise and going directly to the point is better.
Consider the Emotions Involved
A key goal of UX Writing is to contain negative emotions that might arise during the process. Try to pair up your FinTech app’s functionalities with affective computing principles. This will significantly enhance the experience.
Use the Right Words
Finding the right words to use is essential. Complicated financial words tend to miss the point and only confuse users.
Find the Right Tone
Defining the tone of your messages can help users understand their journeys. Sometimes it is necessary to use a friendly tone. On other occasions an explanatory one is more convenient. The only way to figure this out is through testing. Your design team can help you with this.
Don’t Leave Room for Misinterpretation
Vague messages can create confusion. If you are going to say something, make sure it is clear, but most importantly, make sure it does not leave room for doubts. Confirmation messages are an excellent way to avoid misunderstandings.
Offer Options When Needed
Keeping it simple is important, but don’t let this affect the experience. Sometimes users need to know that certain actions are possible. Be clear about what they can do at a given moment. This will help them solve any problem that might pop up.
Double Check Your Bot
Bots are increasingly being used for all sorts of purposes. If your app uses one, make sure to double-check your playbook. If it is not correctly set up, then you might consider refining it before it goes live.
Wrapping It Up
Mastering the art of UX Writing takes some time, but the payoff is worth the effort. Using the right choice of words can help your FinTech app reduce pain points, translating into a smooth user experience.
If you are working with an app development company, it is important that you share your UX Writing concerns. Development teams are usually concerned with other aspects of app development and tend to leave aside in-app messages.
At Koombea we know that every little detail of your FinTech app matters. That’s why we work side by side with you to ensure that everything is correctly set up, even your app’s texts. Our years of experience in FinTech app development have taught us that no detail is unimportant when it comes to building a world-class app. Contact us for a free consultation and find out for yourself how we can help you improve your FinTech user experience through powerful UX Writing.