Introduction to UX & Chatbot Writing (IUC-01)

UX & Chatbot Writing Course Singapore

UX & Chatbot Writing Course

The language used in UX environments is a powerful tool to influence users. Every word of microcopy in CTAs, error messages, placeholders, website, forms, emails, and apps, is an opportunity to engage, retain, and convert. In chatbots and conversational agents, humanised and intuitive experiences build trust and drive compliance. This course supports teams and individuals facing the urgent need to craft UX and chatbot copy that compels users to take action. Learn how to use language in UX and chatbot environments to meet users where they are and give them a sense of control and ease throughout their digital interactions. This course is covered by the ASEAN subsidy for eligible participants.

Check my eligibility for ASEAN subsidy

You are eligible for ASEAN subsidy if you are:
1. Legally resident in any of the 10 ASEAN member states, and
2. Enrolling any time from 1 January 2024 to 31 December 2024, regardless of the actual course dates.

Legally resident in any of the 10 ASEAN member states:
The subsidy will apply to you if you are currently holding citizenship, permanent residence, or settled status from:
› Brunei
› Cambodia
› Indonesia
› Lao PDR
› Malaysia
› Myanmar
› The Philippines
› Singapore
› Thailand
› Viet Nam

Enrolling within the ASEAN subsidy period:
The ASEAN subsidy period applies to the date of enrolment, and not to the course session itself, which can be outside this period. ASEAN subsidy is applied immediately at the point of enrolment.

Example 1: ASEAN subsidy will apply
Participant enrols on 20 October 2024 for a course that is starting on 23 February 2025. The date of enrolment falls between 1 January 2024 and 31 December 2024. ASEAN subsidy will apply.

Example 2: ASEAN subsidy will not apply
Participant enrols on 10 January 2025 for a course that is starting on 23 February 2025. The date of enrolment falls outside of 1 January 2024 and 31 December 2024. ASEAN subsidy will not apply.

You can apply the ASEAN subsidy to your enrolment directly from your course enrolment form below. For further queries please call +(65) 6573 7370 or contact us →

1 Ecosystem

Typologies of user experiences and brand-user relationships

Shaping the user journey narrative

Information geography principles

Nudge theory in UX and chatbot writing

2 Organisation

Signposting, scaffolding, and synthesis

Audience pain point analysis

Consistency vs monotony in language

‘Skimmability’ in writing

3 Simplification

Quality criteria for simplified UX and chatbot writing

Transforming complexity into comprehension

Audience-centric language systems

Conciseness + clarity + conviction

4 Humanisation

Humanisation vs the Uncanny Valley

Using the empathy injection in writing

The semiotics of UX and chatbot writing

Emoji and language: making verbal and nonverbal connections

5 Beyond your course

Learning continues long after a course ends, with lifelong access to all of your instructors, through CCIL Qrowd™. Regular post-course meet-ups, one-on-one refreshers, and free advanced courses mean greater support for UX writers and designers.

I will understand:

strategies to create seamless and intuitive UX and chatbot interactions through language

principles that help brands and users form emotional connections at each touchpoint

writing approaches to increase usability across a spectrum of UX types and goals

I will be able to:

define user flows, map out information geography, and create a language system in a UX

write concise microcopy and chatbot copy to nudge users towards desired actions

build trust and connection with users in apps, websites, forms, chats, and email

This course does not:

cover in-depth copywriting principles: please see Copywriting Course →

cover technical skills for web design: please see WordPress Course →

provide long-term career support: please contact us for information

Language is the key to lasting digital transformation. The language your customers and users see on a UX or chatbot defines their perceptions and relationship with you. Just like great in-person customer service, text elements in UX and chatbot writing can convert, educate, and bring joy while delivering on service branding KPIs. UX and chatbot writing help stylise digital spaces, create immersive brand experiences, and co-create customer knowledge bases. Drawing from interdisciplinary research, we are pushing the boundaries of UX and chatbot writing to design audience experiences, define communities, and create distinctive language systems in virtual spaces.

Informed by scholarship in computing, sociolinguistics, and machine learning, we have developed frameworks for inventive and pragmatic UX language that drives user agency. This course supports UX writers in professional practice, whether they are enhancing one aspect of their UX, or overhauling an entire system to craft new audience experiences. Language is an innately human capability — unlock its power to go beyond supporting your UX design process, and make it part of your processes and workflows.

Deepa Vijayan is a trainer and senior communications specialist for government, finance, education, STEM, hospitality, and nonprofit sectors in Singapore and Southeast Asia. Deepa’s practice areas are content marketing, digital culture, branded & corporate storytelling, and arts communication.Deepa’s focus is on the intersections between communication and digital culture, healthcare, religion, and the arts.

She is also currently completing another degree in religious studies from the University of London. She is part of the interfaith fellowship programme at the Centre for Interfaith Understanding (CIFU) in Singapore. She has led the team at Quantico CCIL since its founding in 2005 and continues to take a hands-on approach to training our participants in the areas of digital marketing, storytelling, and arts communication.

Deepa is a contributor for The Simplicity Playbook for Innovators on humanising language in chatbots. More on your convenor →

Deepa Vijayan at the Singapore Writers Festival

Deepa Vijayan serves as a moderator for a publishing panel at the Singapore Writers Festival.

27 November 2023

Monday

UX and Chatbot Writing Course (Nov 2023)