Exploring iPusnas #1: UX Writing Case Study on iPusnas’ Confirmation Screen and Success Message

Hello! I’m Adhela Dyah Ayu Anggraeni, an English Literature student at the State University of Yogyakarta. I was one of the students of the UX Writer Camp carried out by Jobhun in collaboration with The Ministry of Education, Culture, Research, and Technology in the Magang dan Studi Independen (MSIB) Kampus Merdeka Program. This case study was a part of the program’s learning assignment.

Disclaimer

This case study was created solely for educational and learning purposes and should not be interpreted as a professional assessment, endorsement, or critique of any brand or company mentioned within the study. The views, opinions, and suggestions presented in this case study are based on my personal analysis and understanding as a student of UX Writer Camp program (held by Jobhun). The case study is intended to demonstrate my growth and development as a student in the UX Writer Camp program.

Overview

iPusnas, provided by the National Library of the Republic of Indonesia, is a digital library application designed to enhance the reading experience. This social media-based platform incorporates an eReader for accessing a wide range of ebooks. The integration of social media features allows users to connect and engage with fellow readers, fostering a sense of community.

What they offer

This application provides a convenient service where users can borrow ebooks for free, but they can only keep them for three days before they are automatically removed from their borrowed list. Moreover, the application includes an eReader feature, enabling users to read ebooks directly within the app without requiring any additional software. There are several superior features of iPusnas:

1. Book Collection
2. ePustaka
3. Feed
4. Bookshelf
5. eReader

Their values

On iPusnas, users can share recommendations, post book reviews, and expand their network by making new friends. The application’s versatility is particularly appealing as it enables users to enjoy ebooks both online and offline, ensuring an uninterrupted reading experience.

In short, iPusnas’ values are convenience, professionalism, trust, and reliability.

Objectives of the study

The objectives of this case study are twofold:

1. to identify any potential challenges or issues in the UX Writing aspect of the application that may impact user experience, and;
2. to develop and implement enhanced UX Writing strategies within the application to provide an improved user experience.

The improvements may include refining the clarity and consistency of messaging, optimizing the tone and voice of the content, ensuring appropriate and user-friendly language choices, and creating intuitive and effective microcopy, among other relevant enhancements. By addressing these areas, the case study aims to elevate the overall usability and satisfaction of users engaging with the application.

Users

On average, iPusnas users consist of academics such as teachers, professors, and students. However, iPusnas is also widely utilized by literature enthusiasts or general readers.

Voice and tone

The voice of the brand are:

1. Professional
2. Reliable
3. Trustworthy

The tone of the brand are:

1. Warm
2. Informative
3. Straightforward
4. Reassuring

Case 1: Confirmation Screen (Borrowing a book)

Confirmation Screen on iPusnas

Problems

The language used on the confirmation screen prior to borrowing a book is not clear and can be interpreted in different ways. It lacks emotional understanding towards the user and does not highlight a specific relevant detail, potentially causing confusion such as the question, “sure for what?”

Solution

1. Rewrite the confirmation message using concise and straightforward language that leaves no room for interpretation and clearly state the action the user is about to take.
2. Inject empathy into the copy by using friendly and reassuring language. Instead of sounding robotic or indifferent, show understanding and appreciation for the user’s choice.

Rationale

1. The title clearly and directly communicates to the user that they are being asked to confirm the action of borrowing. This helps avoid confusion or ambiguity about what is expected from the user at this stage.
2. The description’s purpose is to seek confirmation from the user regarding their borrowing decision. By directly asking, “Are you sure you want to borrow,” the description prompts the user to pause and consider the decision.
3. The description clearly states the specific book, “Match Point,” that the user intends to borrow. This eliminates any ambiguity and ensures that the user understands the item they are confirming to borrow.
4. “Cancel” and “Borrow” are simple and self-explanatory labels that clearly represent the available choices to the user. They provide a straightforward decision-making process, allowing the user to either cancel the action or proceed with borrowing.

Case 2: Success Message

Success message on iPusnas

Problem

While the message confirms the successful action of saving the book, it does not include any feedback or appreciation for the user’s action. The message also lacks any guidance on what the user can do next. Furthermore, the only button available is “Close” which implies that the user has no further options or interactions.

Solution

1. Adding a line of positive reinforcement in the message that can enhance the user’s satisfaction and sense of accomplishment.
2. Providing a clear call-to-action or suggestion to improve the user experience.
3. Offering additional options in the buttons to encourage further engagement and exploration.

Rationale

1. The new title “Book Saved” clearly indicates the outcome of the action. It informs the user that their book has been successfully saved.
2. The message provides positive feedback and appreciation for the user’s action. It acknowledges their accomplishment and reinforces a sense of achievement.
3. The addition of buttons with clear calls to action provides users with immediate and relevant options to further engage with the saved book. This proactive guidance suggests possible next steps, encouraging users to continue their reading journey or explore related content. By offering these options, the success message becomes more interactive and encourages users to take further actions within the application.

Thank you for reading.