Identify tricky terms
You’ll want to document the certain terms and phrases that are used across the screens and flows in your experiences. This list or term bank should include definitions, usage guidelines, and examples to ensure consistency.
To identify the words that need this oversight, ask yourself the following questions:
Does it have legal implications?
When these are used incorrectly, it could expose your company to legal risks. This is particularly important in highly-regulated industries.
Is it a product and brand name?
Inconsistent usage can lead to confusion among customers and undermine your brand identity. Consider trademark and copyright implications and consult with legal teams if needed.
Is it made up?
In the digital age where new words and terms are constantly being created, establishing clear guidelines for their usage is needed to ensure consistency and understanding across your organization.
Is it prohibited?
Maintain a list of words that should not be used, either due to clarity, consistency, brand image, translation, or other reasons. Provide alternative approved terms to avoid confusion and ensure that writers have suitable replacements.
Does the way you use it vary from common usage?
Establish guidelines for their usage to maintain consistency and prevent confusion among readers.
Does it have different dictionary spellings?
Choose one preferred spelling and ensure that everyone in your organization uses it consistently.
Consider the weight of the words
What’s the payoff to managing words? Here are a few ways it makes it worth your time and energy.
Boosts usability
When software uses consistent terminology across interfaces, documentation, and support materials, it reduces confusion and improves usability.
Provides clarity
Using precise and standardized terms helps prevent misunderstandings and ensures that people can interpret instructions, error messages, and other system communications correctly.
Streamlines localization and translation
If you’re serving a global audience, this will help ensure that terms are translated accurately and consistently across different languages, maintaining the integrity of the software's functionality and user experience.
Builds brand recognition
Consistent terminology reinforces the software's identity and differentiates it from competitors. Well-chosen and well-managed terms can help establish a unique and recognizable brand voice.
Increases efficiency and productivity
Establishing a centralized repository of approved terms, everyone from designers to developers can easily access and use consistent terminology throughout the development process. This reduces ambiguity, minimizes rework, and streamlines communication among team members.
Reduces risk
In certain industries, using accurate and compliant terminology is essential to meet legal and regulatory requirements. Proper terminology management ensures that software adheres to industry-specific guidelines and regulations, reducing the risk of legal issues or non-compliance.
Run through this checklist
General style
Is the text as clear, concise and as simply stated as possible? Will your main audience understand it?
Tip: Read it out loud, then remove any redundant or extra words. Also, replace formal or potentially confusing words with everyday language.
Are you using familiar terms for button labels, link text, choices, and actions?
Tip: Review your designs end-to-end to see if you’re consistently using the same words for the same actions or objects.
Any internal jargon, overly technical terms, or buzzwords?
Tip: Ask someone outside your team to read the words and see if they can understand them.
Any acronyms? If one needs to be used, is it spelled out the first time it appears in the experience?
Tip: Ask a few people outside your team to see if they can tell you what the acronym stands for.
Is the UI text and messaging as conversational as possible?
Tip: Check if common contractions are used where possible. For example, use “can’t” instead of “cannot” and “don’t” in place of “do not.”
Coherence
Are labels, messaging, and terminology consistent in each step of the customer journey or user flow?
Tip: Make sure the labels, messaging, and terminology are consistent across other features and products.
Does the most important info appear first on a page, in a heading, or in a sentence?
Tip: Ask yourself if the heading reflects the purpose of the screen and adds value.
Is the screen easily scannable? Are bullet points or other formatting used appropriately? Are related sections of text grouped in a logical way?
Tip: Make the gist of the screen clear at a glance. Most people read only the header and calls to actions, so make those obvious and organize info around the action.
Are links to relevant help articles provided? If there are multiple sentences, is the linked text the last sentence for accessibility purposes?
Tip: Give the user an idea of where they’re going when they interact with the link and start with a verb to give them actionable direction.
When new terms are introduced, are they explained using a tooltip or explained somewhere nearby?
Tip: Avoid introducing new terms, unless necessary. Use plain language.
Translation and localization
Are there any colloquialisms or expressions that will be difficult to translate?
Tip: This includes slang, idioms, or informal expressions that may not have the same meaning in another language.
Are there any terms specific to certain locales, or that may be sensitive or misunderstood, based on geography?
Accessibility, diversity and inclusion, and sensitive language
Are there any words that are insensitive to people who have disabilities? For example, enable or disable.
Tip: Replace these with inclusive language.
Any device-specific language like click or tap?
Tip: Replace these with an action that describes the person’s task.
Any words or terms that may be offensive due to their origin?
Tip: Check out how to write more inclusively.
Does the content follow general accessibility guidelines?
Tip: Check out how to write with accessibility in mind.