User-Centered Writing Planner
Know your user, then plan your document
Before you begin to write, get to know your user. Answer these questions to build empathy.
Role, relationship to your agency, etc.
The situation, problem, or trigger
The action or outcome they need
Expert? First-timer? Somewhere between?
Have they come to you after frustration elsewhere?
Your User
Now plan your document with your user in mind. The answers to these questions guide your decisions about content.
Purpose
- What does success look like for your customer?
- What does success look like for you?
Requirements
- What information or language must you include?
- What must you include or say by law, rule, or regulation?
Deadlines
- What deadlines must your CUSTOMER meet?
- What deadlines must YOU meet for your customer's sake?
Info Design
- What order of information works best to lead users to find, understand, trust, and recall key points?
Depth
- What depth of detail serves users best?
- What detailed technical info serves users best?
Medium/Format
- What form should your message take?
- Should you develop a new form?
- Would creating a template add value to your effort?