Hierarchy of information

Manu da Silva Updated by Manu da Silva

Hierarchy of Information

As we have seen, empathy is an essential principle for UX Writing. The user should be at the center of the process, and the content must be accessible and understandable to the target audience.

To achieve this, the information architecture is structured to classify content into levels: primary, essential, complementary, and auxiliary, as illustrated in the image below.

This categorization aims to make the writing clearer and reduce cognitive load during reading. Before finalizing a text, the writer should ask: can the user accomplish what they need with a quick read?

To ensure clarity, the following points should be observed:

- Use simple words (exploring synonyms when necessary);

- Prefer the use of verbs to prompt action, focusing on what needs to be done;

- Avoid interspersed phrases, as they make comprehension difficult, especially for those who struggle with long texts;

- Avoid jargon and technical terms;

- Use humor sparingly;

- Show only what is essential: consider adding a step to the user journey if it helps to highlight what’s truly important, rather than overloading with information the user has to filter;

- Keep the bot consistent in language and tone.

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Concepts

Good Practices for Chatbots Based on UX Writing

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