Captain evidence recommends ... or 100,500 times about the correct texts

From my own experience. Almost pent. Today. Therefore, an article on how Cinderella can easily be turned into a pumpkin.



But seriously, the next speech is that when designing interfaces, think not only about scripts and buttons, but also understandable texts that explain and help, and not just hang out, in the hope that they will be understood correctly. About the fact that several lines can thoroughly spoil the nerves of users and increase the load on employees. Yes, in a parallel universe, not everything is as perfect as it seems!



In view of the above, I want to give an example Portal of Public Services - Health



In short - the idea of ​​fire. There is no need to call the registry anymore, to call a doctor at home - he pressed a button, filled out a form, called a doctor. No need to wait in line to get an appointment with the doctor - I pressed a button, chose a date and time, came. Everything is simple, if not one but ... important, in my opinion, texts are written disgustingly.



Despite the fact that this is the only light in the window between the ordinary citizen and medicine. There is no alternative, as far as I know.



Therefore, as a user, I expect fresh and correct information, correctly described procedure.



Do not forget that the range of users is wide enough: from advanced mothers to grandmothers. From the mentally stable and experienced to the complete and unbalanced opposite.



I will give an example of two cases, having worked through which, you can make the lives of people and employees easier. A trifle, but the notorious experience of interaction is formed from such trifles.

Case One: making an appointment with a doctor

Introductory infa, for those who are not in the topic: the district doctor is attached to a specific set of addresses. You come to him for a reception, you call him to your house. If the doctor changes, they attach to another. There are addresses to which the doctor is not attached and you choose from what is. All this is usually reported to the patient.



On the portal, they conveniently slip your “doctor” right away. Click on the “Make an appointment” button, see the schedule, select the convenient date and time for the appointment.



So, when trying to make an appointment with the local doctor, I have been greeted by such a friendly and informative window for six months now.







The first time, at our meeting, I patiently waited for the server to be fixed, then I called the hotline, where after five minutes of waiting I found out that our doctor was removed from the site for unknown reasons. Now I’m already used to it, if it disappears, I might be bored.



And this is only the first part of the Marlezon Ballet.



There was a second one: near the registry window, where I somehow tried to find out the details of the fate of the local doctor in general and my child in particular, a nervous mother was buoying the site and her life, which, like me, was saddened by the fact of the server failure and the inability to make an appointment with the doctor .



And also by the fact that she had to drag a sick child to the clinic at random, without an appointment. She did not guess, stupid, to call the hotline or the registry. She believed what was written on the site. The receptionist, with sad eyes and sighs, explained to her what I recognized on the hotline.



And the trouble is that someone’s lazy little hands just did not rewrite the text from “Communication errors with the server ...” to “The doctor no longer serves your site. Make an appointment with another free clinic doctor, for example. And to update the base, so this is generally aerobatics.



Now let's estimate how many such poor poor mothers have resorted to clinics in order to get an answer to their question.



How many registrars spent their time explaining what could have been solved by simply changing the text.



No matter how many minutes, waiting for an answer from a hotline employee would be reduced if people like me hadn’t called with a question: someone’s server doesn’t work for you when I need to sign up with my doctor.

Case Two: Calling a Doctor at Home

Introductory information for those who are not in the topic: if you call a doctor before 13.00, then he must come on the day of the call, if after 13.00 - the next day.



As a rule, a doctor is called to the house if the child has a high fever and personally bring him to the hospital so-so.



On the portal, to call a doctor, you must click the button "Call a doctor at home", fill in the data, send, wait.



This is how the data filling form looks. Honestly, I cried







First, remember that high fever + small child = stress.



Secondly, we know that the majority does not read long texts, and even more so in such a situation.



Thirdly, it seems to me, or if there are contradictions, “Please be advised that if you make a call after 13:00, call service can be scheduled by the medical organization tomorrow” at the beginning of the form and “Your call will be processed within 24 hours from the moment of appeal. The appeal is considered accepted from the moment of its confirmation by the employee of the medical organization. ”- at the end. The wording itself will be left without comment.



Why not write briefly: A doctor was called before 13.00 - wait today, after 13.00 - the doctor will be tomorrow. In case of emergency, call 112.



And do not confuse with ornate stories about 24 hours to process and that my call will be counted if honey pays attention to it. worker. I'm so nervous if that.



Well ok ... let's go further, the doctor is called. We are waiting, sir.







And here is healthy again! “Call service can be scheduled for tomorrow.” I mean? You yourself, a step back, subtly hinted that tomorrow - if after 13, but I then called up. And now it can ... And in what cases can it? And why? What am I supposed to do?

Again we make a call to a friend, i.e. to the hotline.



After waiting five minutes, I received an answer: calls until 13.00 are served on that day.

And to write this information on the site prevented the Hare - fate, apparently.



But ok, tying up the correct text, focusing on the time of the call did not happen. But write a standard text for everyone like: “The call is accepted. Calls until 13.00 - are served on the same day, calls after 13.00 - on the next "is not difficult? You just need to think a little. Just a little.



And again, you can recall the unstable nerves of mothers and calculate what percentage of such calls take time for operators of the hotline. And they could spend this time with greater benefit.



That’s all for me. Good and clear texts to you.