If you were to break down what it means to be a technical communicator and then compare it to the core principles of UX, you’ll see that the two actually have a lot in common. Both technical writing and UX is rooted in focusing on how users interact with information given to them, and below you’ll find a brief overview of how technical communication intertwines with UX, and how it brings value to the overall user experience.
What is UX?
Simply put, UX, or User Experience, is how users feel about their interactions with a product, system or service. Whether it’s either designing or writing for UX, the main focus is put on helping the user complete a task quicker, easier and in a more efficient way.
According to British-born findability expert and consultancy owner, Peter Morville, the following 7 attributes, neatly placed in the honeycomb below, has to take place in order for information to sustain meaning and value:
UX, at its core is ensuring that users find value in the system and their interactions within it.
What Does That Have to Do With Technical Communication?
Similarly, technical communicators produce content that explains complex issues in a way that is easy to read, so naturally, technical writing is essentially writing for the user. In an essay penned by Dr. Ginny Redish and Carol Barnum on The Interplay of UX and Technical Communication, this idea is summed up as:
Technical communicators are by training and necessity user-centered. Their focus is always the audience, the people who will use whatever they are creating. Their goal is to make even complex interactions understandable and usable.
When creating technical documentation, you are not just simply… writing technical documentation. You’re asking yourself the important questions and looking at the document as if YOU were the user searching for answers. Documentation is usually the users’ last resort. They turn to documentation as a reference, not a novel-esque piece of reading. The point at which a user turns to documentation is when they’ve already pulled all of their hair out, screamed at their device or difficult to use product, or’ve exhausted themselves with frustraton. So imagine turning to a guide that only exacerbates the situation. Looking back at Moreville’s honeycomb, you can interpret how you would incorporate those attributes to your next project.
So, What Value Does Technical Communication Bring to UX?
Clear, Concise, Documentation. Not only does the user have to be able to find information quickly, but they have to be able to read the information given to them with absolute understanding. This is where Technical communicators’ excellent writing skills come into play.
Empathy. Writers are naturally empathetic, and technical writers are no different. Successful technical communication involves putting yourself in your users’ shoes to better convey the message you’re trying to get across.
Conversion. The better you incorporate user experience into your docs, the more valuable the product becomes to your user- notably resulting in more conversions. (Hashtag #ROI!)
It’s pretty clear that technical communicators embody most, if not, all characteristics needed to provide excellent user experience. From having an insightful understanding of the user to clearly conveying information, technical communication and UX is a match made in heaven!
What has your experience been working in technical communication from a UX perspective? Let me know in the comments below!
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