SadaPay

Every Word Matters!!

• We need to be very careful with the words we use and how we communicate them to the user. 

• If the way we communicate confuses, frustrates, or scares them, we can lose their hard-earned trust in seconds. It’s especially important when we’re dealing with sensitive subjects, difficult topics, or technical stuff. 

• Those are the moments of truth when people will decide if we’re really transparent and if we really have their best interests at heart.

• Every word adds up to people’s perception of who we are. So every word matters. 

• Every word is a chance for us to make a connection with someone, go beyond what they’d expect from a bank, and brighten their day. ?

• Good writing is empathetic. Thinking carefully about the people you’re writing to, and understanding how they feel and what they need from us. So if you’ve got a really good reason to veer off the path we’ve put here, go for it.

• Put yourself in your reader’s shoes when you’re writing; what are they going to be most interested in? We’re often tempted to explain why we’ve done something before we tell people what the thing actually is — especially if it’s bad news or an uncomfortable message.

• The main thing to understand here is that the user is more interested in the impact of a decision or the process than the process itself. So, we should explain the impact first and then the reason or the process.