Good UX writing is invisible

It anticipates what users need, removes confusion before it happens, and respects the humans on the other side of the screen.

Here are examples from my work designing content experiences for 1.5 million residents across Hillsborough County Government.

Download detailed examples of my UX writing.

Button & Link Copy

Every word in a button or link tells users what to expect. I write copy that's specific, action-oriented, and accessible.

Instead of

  1. Click here

  2. Read more

  3. View pets

  4. Submit

  5. Find Shelter

I wrote

  1. Download the Annual Disaster Planning Guide (PDF)

  2. Visit the Newsroom

  3. Search Kennel

  4. I want to submit a written public comment (I do NOT want to speak)

  5. Locate Nearby Evacuation Shelters

Form Design & Microcopy

Forms are where users either trust you or abandon you. I design form copy that anticipates confusion, uses branching logic to reduce cognitive load, and meets users where they are.

BOCC Meeting Sign-Up Form Highlights

  • Progressive disclosure (fields appear based on choices)

  • Branching logic for email/no email path

  • Helper text for complex scenarios

  • Acknowledgement copy for legal requirements

  • Inclusive language throughout

Example

Radio button question to request email address to send confirmation email, but let's users know how to get information if they choose not to provide the address:

  • To send you a confirmation with instructions, you must have an email address. Do you have an email address?

    • Radio buttons to choose Yes or No

  • Description box – appears if user chooses “No” for email address question (branching logic):

    • Important Note

    • If you do not have an email, you MUST write down, print out, or take a screenshot of the information on screen after you hit submit to have confirmation that you have signed-up to speak at the BOCC Meeting.

  • Email address field – appears if user choose “Yes” for email address question (branching logic)

Navigation & Information Architecture

Navigation labels are UX writing at the system level. Every word shapes how users understand the information landscape. I use card sorting, user feedback, and plain language principles to make navigation feel obvious.

Navigation Before

  1. Citizens

  2. Families

  3. Recreation & Culture

  4. Social Services

Navigation After

  1. Community Resources

  2. Children & Families

  3. Parks & Leisure

  4. Human Services

Why

  1. More inclusive, less othering

  2. More specific

  3. More intuitive

  4. Reduces stigma

New Navigation

  • Seniors → Recognized technology deficit, reduced navigation steps for vulnerable users

  • Home Sweet Hillsborough → One-stop resource for new residents

  • Health Care Plan → Important benefit needed more visibility

LAWN Intranet Navigation (Current Work)

Currently leading navigation design for Hillsborough County's new intranet (LAWN - Learning and Working Network).

Key Decisions

  • Separated HR into top-level navigation (highest traffic department)

  • Created "Internal Services" vs "Team-Only Sites" taxonomy

  • Added helper text to navigation labels for clarity

  • Designed permission-based department sections