by Mostyn Griffith
The Unsung Hero Behind Smooth Government Services
Maybe you renewed your passport online or signed up for TSA PreCheck and thought, “Wow, that was surprisingly easy.” When things work well, you barely notice the words guiding you along the way. But when they don’t? You hit a wall of confusing instructions, jargon, and clunky design that makes you want to give up.
If you’re new to civic tech — the space where design, technology, and government meet — then welcome! Let me introduce you to one of the most powerful (but underrated) tools we have in our toolbox to improve public services: UX writing.
What is UX Writing?
UX (User Experience) writing is the practice of crafting the words you see in digital interfaces. Think buttons, form fields, help text, and error messages used to guide people through tasks clearly and easily.
Think of it as designing with words to help people get things done.
In civic tech, those things often center around moments that matter: applying for benefits, verifying identity, accessing healthcare, or navigating immigration services.
Why Does UX Writing Matter in Government?
Because everyone uses public services, especially people who are in vulnerable or high-stress situations, clear, accessible writing is essential.
Quick facts:
- Seniors, non-native English speakers, and low-literacy users are common audiences.
- Government websites must follow plain language laws and accessibility standards (like Section 508).
- Nearly 40 million people use a government website every day according to Digital.gov
When content is confusing, it can frustrate, misinform, or even prevent someone from getting critical support.
Four Principles of UX Writing in Civic Tech
Let’s break it down with some examples:
1. Plain Language First
Avoid technical jargon or legalese. Write like a real person.
❌ Not great:
To initiate the verification process, please provide your identification information…
✅ Better:
To verify your identity, upload a photo of your ID.
2. Inclusive & Accessible
Design for different languages, reading levels, and assistive tech like screen readers.
❌ Not great:
English-only site with no alt text (image descriptions) or structure.
✅ Better:
Language selector + clear navigation + alt text for images.
3. Build Trust with Transparency
Use direct, confident language to help people feel safe and informed.
CMS.gov
The Open Door Initiative is a program based on a simple and fresh attitude…
Login.gov
When you provide your email address or ID, we can be sure it’s really you — and keep bad actors out.
4. Guide, Don’t Just Inform
Help people do things, not just understand them.
❌ Not great:
Medicaid: Apply if you are aged (65 years old or older), blind, or disabled and have low income and few resources. Apply if you are terminally ill and want to receive hospice services. Apply if you are aged, blind, or disabled; live in a nursing home; and have low income and limited resources. Apply if you are aged, blind, or disabled and need nursing home care, but can stay at home with special community care services. Apply if you are eligible for Medicare and have low income and limited resources.
✅ Better:
You may apply for Medicaid if you are:
- Terminally ill and want hospice services
- Eligible for Medicare and have low income and limited resources
- 65 years old or older, blind, or disabled and have low income and few resources and:
- Live in a nursing home
- Need nursing home care but can stay at home with special community care services
How Does UX Writing Work in Practice?
If you’re a civic tech newcomer, here’s what the process typically looks like:
Step 1: User Research
Start by grounding your work in the realities of your specific context by talking to real users like seniors, caregivers, low-income families, non-native English speakers. Understand their needs and pain points.
Step 2: Collaborate with Policy and Legal Teams
You’ll often need to explain complicated policies. Your job is to translate legal language into plain language without losing accuracy.
Step 3: Prototype and Test
Use collaborative design tools like Figma or FigJam to draft content in real flows. Low-fidelity will do the trick and ensure you move quickly without getting lost in the pixel perfect details. Then, test it with users via surveys, usability tests, or even card-sorting.
Step 4: Iterate Based on Feedback
Just like design, content improves over time. Use feedback to make it clearer, faster, and easier for everyone.
Key Takeaways
- UX writing is essential in making public services usable and equitable.
- Good content helps everyone, especially people under stress.
- You don’t need to be a policy expert; you just need to be a user advocate with empathy and clarity.
Conclusion: Your Voice Matters
UX Writing is not an afterthought, it’s a core pillar of equitable access. Great UX writing can transform a clunky, intimidating government service into one that’s clear, supportive, and inclusive.
As someone new to civic tech, your fresh perspective is valuable. Ask questions. Push for clarity. Pair with designers, researchers, and engineers. Bring UX Writing into every part of your process. Write with your users, not just about them. Because every word is a chance to serve the public with dignity and care.
Let’s make government easier for everyone — one sentence at a time.
Some additional inspiration and resources for your convenience!
Real-World Inspiration
- Login.gov – Helps people verify their identity using language that’s human, not technical.
- GOV.UK – Sets the gold standard for plain language in government. Short sentences and clear calls to action.
- Benefits.gov – Redesigned content helps users check eligibility for dozens of benefit programs with confidence.