4 Things GenAI Needs for Better Content Design

By Nielsen Norman Group

Categories: Design, Product

Summary

Product-embedded AI chatbots frequently fail to follow standard UX writing techniques, missing the mark on conciseness, scannable formatting, inverted pyramid structure, and approachable language, hindering their ability to deliver on promises of making users' lives easier.

Key Takeaways

1. Product-embedded AI chatbots need to prioritize conciseness, often producing responses that are far too long and dense.
2. Scannable formatting techniques like bullet points, bolding, and headings should be leveraged to make AI responses easier to navigate.
3. Inverted pyramid structure, leading with the most important information, can help users quickly grasp the key points.
4. Approachable language tailored to the user's level of expertise is crucial, as AI chatbots often use overly technical jargon.
5. General-purpose AI chatbots like ChatGPT are better at following these UX writing best practices compared to product-specific chatbots.
6. Improving product-embedded AI chatbots to consistently apply these UX writing techniques can help them deliver on their promises of making users' lives easier.

Topics

• UX Writing
• Product-Embedded AI
• Chatbot Design
• User-Centric Content
• AI Usability

Transcript Excerpt

Product-embedded GenAI features market themselves as tools that will save users time and effort, but is that actually true? No. Not if they don't grasp the basics of writing digital copy. When we write for the web or any other digital interface, we're taught to write in a concise, scannable way, utilizing an inverted pyramid structure and approachable language. This combination of writing techniques and qualities help users, who are often in a rush, get the information they need fast and without...