Appropriate Use of Language in UX Research
A lot of people tend to ignore the fact that communication affects our research
As UX Designers we need to regularly communicate and collaborate with others, especially while doing research.
Both written and spoken language plays a very important role in the success of your product and the feedback you receive about your designs.
The tone you set in your design helps you get good client relationships. Let’s quickly look at a scenario; calling your users names such as silly or thoughtless would sound rude when customers read through your microcopy.
Language is the primary tool you’ll use for collecting data, building relationships with research participants, reporting research findings to your team, and even representing the users you’re designing for. E.g the language you use for Gen Z is different from the language the Millenials use.
The language you use while conducting research directly affects the language your participants eventually use. If you use a formal speaking style, your participants might feel less comfortable being themselves or open and honest and they might respond in a more formal style.
When you use appropriate language for context, it can help you get a deeper understanding of your participant’s unique values and perspectives. Every word you use when asking questions, taking notes, or transcribing notes needs to accurately represent the ideas that participants convey.
Using appropriate language when conducting research is an ongoing process!
Don’t beat yourself up if you feel you’re not there yet.
It’s essential you consider word choices when conducting research, understanding your own ideas on language use is of the essence, as well as the ideas other communities have about language. This way you can better identify and avoid any bias about the language you may possess.
All languages are important and complex, and they deserve to be represented equally!
Note that some languages express the same concepts but in different ways. Let’s bring it home, words could convey different meanings in different languages even in the same region as such it’s important to research a particular region and its languages to avoid making uninformed decisions or misinterpreting words.
If you are not sure about what a research study participant meant by something they said, ASK THEM! if that’s not possible talk to colleagues or experts to learn about what the participant might have intended.
It also shows empathy because you want to understand what certain words and phrases really mean to your users. Also, ensure that the translations of participants’ insights are accurate.
We want to make sure that we’re communicating in a way that’s inviting and not commanding or intimidating. It’s important that you avoid using words that are considered discriminating or prejudiced against people with disabilities or words that assume a person doesn’t have a disability.
Using words such as “let’s walk through the details of the study or what do you now see after this study” could be hurting a disabled person.
Rather use words like “let’s go through the details of the study or what have you noticed after this study”.
The second phrase doesn’t make any assumptions, whether intended or not about a person’s physical capabilities. The goal is to make participants feel welcomed and valued for who they are when conducting research.
It takes time to change language and word choice habits, so don’t be discouraged if you make a mistake.
Being aware of the words you use when conducting research is an important step in being inclusive!
