The case for second language UX writers

Originally published in Spanish for the SHIFTA at Elisava blog, you can read it here.

3 benefits to having a ‘non-native’ UX Writer on your design team

If you’ve been looking for a UX job recently, chances are you’ve come across ‘Native English speaker’ in the job description.

Maybe like me, your first language is English.

In which case, well done, you’ve already ticked off one of the job requirements!

If it isn’t, you’ve just been discriminated against, even if you have all the other skills listed.

Why is this a problem?

Using the terms ‘native’ or ‘non-native’ excludes a large proportion of people, reinstates a binary bias and doesn’t account for the wide range of human experience where people can (and do) speak several languages fluently.

Not to mention the implications in using the term ‘native’ speaker here.

But here’s the thing:

Being a native speaker doesn’t mean you’re automatically a great UX writer.

Just like it doesn’t make you a great English teacher. Or a translator.

In fact, working outside your first language could be an advantage.

I’m going to share three pillars of good practices in UX — accessibility, plain language and empathy— with examples from three different organisations, and explain how those working in English when it’s not their first language already have a big head start.

Let’s get started.

Accessibility

 The UN recognises access to information and communication technologies as a basic human right.

And accessibility means that everyone can have an equal experience, no matter how or where they access your content.

 No matter how or where they access your content: this is important, because some impairments are situational and temporary.

There’s an explanation I love from Richard Morton at Government Digital Service, UK:

Imagine you are on a train.

There’s background noise, distractions everywhere, bad internet connection.

People talking, babies crying, announcements every few minutes.

You’re likely using a mobile device with a smaller screen, trying to read through the glare from the window.

It’s hard to concentrate.

Accessible design means anticipating all these potential challenges.

Example

Let’s take a look at the NHS, the UK’s national health service:

Could you read it on a train?

This example from the NHS focuses on accessibility and readability.

Text in image: ’Save a life, Give Blood’ with a link to more information.

•  Icons provide context but are not crucial to comprehension

•  Clear design is easy to skim and understand

•  Clean format with clear titles, subtitles and body text.

•  It’s not too busy: no information overload.

 Remember: accessibility is usability!

How does a ‘non-native’ speaker help?

When you think in a second language (or third, or fourth…), you get used to skimming for information and taking in all the contextual cues available to you.

Working in an additional language is exhausting.

It means dealing with a lot of information, every day.

It can also mean translating everything in your head before you say it. It’s a lot.

 Essentially: non-native speakers are always on a train.

In that way, they’re in the perfect position to consider accessibility at all times.

Plain Language

 Good UX Writing needs to be clear, concise, useful and human.

This means avoiding ambiguous, confusing language and long, drawn-out sentences.

But plain language doesn’t mean boring or lacking in personality. It means being understood.

 An added bonus is that plain language makes localisation easier. Win-win!

Example

Intuit is a technology platform that provides various financial products for individuales and companies.

This is an area full of specialised language and complex processes. The potential for confusion is high!

They created their own content design guidelines to make sure that plain language and usability are consistent throughout their products.

Intuit use plain language to simplify their financial products for their users.

Text in image: ’Your credit’s in good shape’.

How does a ‘non-native’ speaker help?

Folks working in an additional language are experts at distilling an idea and presenting it in a simple, concise way.

No fluff, no redundant information.

They’re also less likely to immediately understand lesser-known cultural references or metaphors.

And if you can’t understand it immediately, it has no place in UX writing.

This is perfect for good UX Writing practices and ensuring plain language throughout the product.

Remember the pillars of UX: clear, concise, useful and human.  

Empathy

Nowhere is compassionate content more needed than in funeral care.

Co-Op Funeralcare is highly praised for its empathy with its users and for good reason.

Co-Op offer step-by-step support from the very beginning.

Text in image: ‘What to do when someone dies’.

Let’s take a look.

1.    They empathise with their users: they understand that those looking for their services are likely to be feeling stressed and overwhelmed. Their design reflects this.

2.    They provide a funeral cost calculator so financial concerns can be alleviated.

Knowledge is power and these folks are not doing a hard sell. They are upfront and transparent, and they want to help.

3.    They understand that potential clients might need their services outside typical working hours of 9-5, so they are available 24 hours a day, 7 days a week.

For those who prefer to not talk on the phone, their services are also available online.

How does a ‘non-native’ speaker help?

Learning a language is hard.

It takes a long time and it’s not a linear process. Some days you might be able to communicate better than others.

It might be because you’re tired, distracted or stressed. Or maybe you’ve started a new job and it’s full-on information overload. Perhaps the person you’re speaking to has an accent you’re not familiar with.

There are so many factors that impact our understanding.

Your users could be experiencing the same thing.

Someone working in a second language is constantly making an effort to understand and be understood, and in this way, is always empathising with others.

More than just words

UX Writing is not just about the words.

And those who speak English as an additional language already have ingrained skills when it comes to accessibility, empathy and using plain language.

Yes, you might still want someone to review their work, but that should happen anyway! Everyone makes mistakes, even in their first language.

 While it’s more common to see job descriptions calling for a “high level of English” instead of the more common, “native speaker” gold star, it could be better.

So, if you’re looking to hire soon, have a think before you add ‘native English speaker’ to your job description.

You could be missing out on some talented folk who have an advantage over monolingual UX Writers.

If you’re looking to hire a UX Writer, get in touch.

Yes, English is my first language but I’ve got other skills too!