Reference project

Always the right sound: UX writing for myVolkswagen

The easier a digital product is to understand and consequently to use, the more successful it is. User-friendly texts together with an appealing design are the basis for a positive user experience. Design and text must meet the user where they are. Ideally, they should not even notice that they are reading, but instead navigate through processes and applications completely intuitively. Texts must be clear, understandable and written as briefly as possible so that every user reaches their desired destination quickly - and then enjoys using the product again and again. However, the path from product conception to the finished text is full of hurdles, especially in a complex range of technical topics such as Volkswagen. The solution: optimal user appeal through clear, positive and helpful content. Content that understands the user's need, fulfills it and, at the end of every interaction, makes it superfluous in a positive way.

The challenge

Optimal user approach in the myVolkswagen customer area

The myVolkswagen customer area on the Volkswagen website is one of the most personal areas for anyone who uses Volkswagen products. Here, users provide unprecedented information about their vehicles and the digital products they use, such as appointment bookings, configurations and even personal data. Trust in these products must be constantly maintained, improved and ultimately increased. To ensure that every interaction is effective and that the user can navigate intuitively and quickly to the desired destination, user guidance should be improved through empathetic UX writing and stringent Volkswagen terminology in the master languages German and English. Based on in-depth product knowledge and conceptual UX expertise, UX writing was to start at an early stage of product development. The goal: to ensure an optimal user experience with simple presentation of complex topics. 

Our solution

User-centered content conception and creation

Thanks to our in-depth product knowledge of all relevant Volkswagen topics, we created user-centered content. Agile collaboration with internal and external project stakeholders using helpful tools such as Scrum and Extreme Programming helped us achieve this. UX writers, UI designers, product managers, terminology managers and developers worked hand in hand from the initial idea to the finished digital product. The early and direct involvement of our UX writers in product development and the design process made it possible to create user-friendly texts with a maximum knowledge base. By carrying out usability tests to continuously optimize the user experience, we created a customer area that users can navigate intuitively, quickly and safely.

The result

Orienting content for an optimal user experience

With empathy for the user - supported by usability tests and targeted textual support for the design and user guidance - we succeeded in designing myVolkswagen as an interactive customer area with measurably high user acceptance. Thanks to the unity of language, tonality and design, all interfaces impress with simple and intuitive ease of use. The stringent user approach is supported by terminological harmonization with corresponding applications.