Created clear in-app guidance, error messaging, and onboarding prompts to help museum visitors explore exhibits without confusion.
Overview
The OWLS app was developed by Intuitive Research & Technology for the U.S. Space & Rocket Center in Huntsville, AL. The app enabled visitors to scan QR codes within the exhibits to access stories, videos, and pictures of artifacts. I designed onboarding messaging, tooltips, and error states to make scanning simple, intuitive, and self-guided.
— PROJECT NAME
UX Microcopy for Visitor Onboarding
— ROLE
Technical Writer / UX Writer
— TEAM
3 Software Engineers, Product Manager
— DATE
03/2017 to 9/2017
— TOOLS
Microsoft Word • Microsoft PowerPoint • Microsoft Forms • Skype
— DELIVERABLES
• Onboarding Flow • Tooltip Messaging • Error Messaging Framework • Annotated Copy Decks
— HIGHLIGHTS
40% increase in first-scan success
25% increase in onboarding completion
35% reduction in scan-related user support questions
Consistent error messaging framework adopted by engineering team
Early prototype tests showed that visitors were unsure about how to get started. The onboarding flow was unclear and there was no error messaging to inform users about why a scan failed. This created a confusing first-time experience and left users without clear direction on how to start or troubleshoot errors.
Challenge: Create clear, actionable in-app guidance and error messaging to reduce user friction, helping visitors to use the app with confidence.
Solution: I created a supportive onboarding flow that helped users understand camera setup, how to scan effectively, and how to troubleshoot errors. I also created a scalable error messaging framework to maintain consistency as new tools and functions were added to the platform.
My Process
I worked with 3+ software engineers to understand camera permissions, scanning logic, and error triggers. Before writing new copy, I reviewed usability feedback from early prototype testing and walked through the app to pinpoint areas where users were getting stuck.
What I did:
• Met with engineers to discuss user pain points and to understand how scanning logic and errors affected messaging needs.
• Reviewed prototype feedback to identify where language and flow created confusion for users.
• Mapped the onboarding steps to identify where users skipped setup or missed key guidance.
• Led microcopy reviews with the team, implemented requested changes, and validated that the revised flow matched user needs and technical requirements.
My Work
Creating the Onboarding Flow
The original onboarding flow included a Skip button on the camera permissions screen, which let users bypass setup without enabling camera access. If users tapped the button, the app still allowed scanning. This made the "enable camera access" step feel optional and unclear.
I removed the Skip button and rewrote the onboarding screens to guide users through a single, intentional path. Each screen focused on one action at a time, with conversational guidance to improve clarity and reduce hesitation during setup.
Skip Button Flow
This shows the original onboarding flow, which included a “Skip” button on the camera permissions screen. Although users could skip camera setup, the app still allowed them to access the scanner, which caused confusion about why permissions were requested in the first place. The extra button made the flow feel inconsistent and unnecessary.
Simplified Camera Setup
In the updated flow, I removed the “Skip” button so users moved through a single, clear path. I updated copy on each screen to focus on one action at a time: getting started, enabling the camera, and confirming setup. This made the process easier to follow and reduced friction.
Creating In-App Guidance
Early prototypes used vague instructions on the scan screen which did not help users understand where to place the QR code. I replaced the unclear messaging with supportive in-app guidance such as, "Position QR Code within frame" and added location context such as, "Look for QR codes near rockets, exhibits, and displays". This gave users clear direction and reduced errors when scanning.
In-App Guidance
This screen shows how I added clear in-app guidance to help users scan codes without friction. The phrase “Position QR code within frame” provides simple, direct instruction, while the added line “Look for QR codes near rockets, exhibits, and displays throughout the Space & Rocket Center” connected the action to the real-world environment, helping users understand exactly what to do.
Designing a Structured Error Messaging System
I designed a consistent framework for all error and success states, stating the problem and giving users clear, specific actions they could take to fix the issue. This made the app feel more supportive and reduced confusion when scans did not work right away.
Error Messaging Updates
These screens show the new error messages I created to replace vague ones like “Scan failed”. The updated messages provided clear, specific actions so users could resolve errors independently.
Results
Impact
Improved first-time scan task completion rates by 40% after instructional microcopy was implemented.
Reduced visitor support requests related to scanning and app setup by 35% by replacing unclear messaging with actionable guidance.
Delivered 12+ annotated copy decks including onboarding messages, tooltip libraries, and error messaging templates.
Established the error messaging framework for future updates to ensure consistency and clarity.
Before
Camera permissions step felt optional due to a “Skip” button
Vague instructions gave no context or fix
No structure for microcopy or error states
After
- Clear onboarding flow with a single path and explanatory prompts
Actionable error messages with guidance like “Move closer to the QR code”
Standardized structure for microcopy and error states
Awards
- It’s Nice That
- AIGA
- Fonts In Use
- The Dieline
Contact
email@domain.com
000-000-000