Haunting the Decision-Making Process: A Sarcastic Take on Language Definition Workshops

It’s no secret that decision-making on a project can be a complex and multifaceted endeavor. It’s not always crystal-clear what data is needed, how something needs to function, or how to break through the paralysis that can slow progress. As a content designer, we have a wealth of tools at our disposal to help streamline the process and unlock the full potential of successful project outcomes.

Language Definition Workshop: A Step-by-Step Guide

Language is a crucial component of any project, and it’s essential for ensuring that all team members and stakeholders have a shared understanding of the terms and phrases they’ll be using. Here’s a step-by-step guide to a language definition workshop that will help you and your team identify, define, and refine language terms to ensure clarity and consistency in your service design:

1. Research: Start by researching how language is commonly used in similar services or situations. Look for patterns, consistency, and any variations in terminology that may impact the way users and stakeholders perceive and communicate with your service. This can help you identify common

Sometimes, decision-making on a project is not straightforward. It’s not always clear what data is needed or how something needs to work. Decision paralysis can block or delay progress.

Content designers have a few tools that we, along with other user-centred design colleagues, can use to help the process along.

Language definition workshop

Sometimes, when a team begins working on a new service, everyone uses different words and phrases to describe it. Some people might talk about the service going live, while others will use the term ” launching the service. Both mean the same thing.

Or, everyone might use the same terms, but with a different mental model of what they mean. Some people think precipitation refers only to rain, while others believe it can also mean rain, snow, or hail.

This can lead to confusion or differences in expectations. As Abby Covert puts it, language matters.

The workshop

1. Research how language is already used in similar services or situations.  Can you find any patterns or consistency?
2. Discuss what you want users and stakeholders to think of when they hear the words or phrases you are considering.
3. Agree on definitions for words and phrases that you wish to test with users to see if they understand them in the same way.

After testing with users, you can refine and rework the definitions based on what you learned from the testing. Working like this should bring:

Consensus

When the team discusses the meaning of the words, it helps them clarify the purpose and scope of the service.  Consensus enables everyone to communicate in the same terms, eliminating confusion.  

Clarity

Another benefit of being really clear about language is that you get consistency within the service.  A good team understanding can be refined using insights gained from user research and testing. This helps to make the service content and communications user-centred, clear and consistent.

Communication

The team can set and manage stakeholder expectations, ensuring consistency in their communication of progress. Agreeing on clear, consistent language helps to keep everyone on the same page. 

Lexicon

Recording language decisions

It’s no use spending lots of time defining the language your team is going to use if everyone forgets it straightaway. You need a record.

The Cambridge Dictionary defines a lexicon as “(a list of) all the words used in a particular language or subject, or a dictionary”. 

A living document

A lexicon is a living record of the words the team uses. It should grow and change as the project progresses. Store it centrally so that everyone has access to it. All team members should be able to refer to it, add to it, and edit it.

It should help the team to stay on track with each other linguistically and avoid confusion or differing interpretations.

Question Protocol

The cost of asking questions

Many services involve asking the user questions to gather information. We must ask the right questions and only request what we genuinely need. 

As Caroline Jarrett says, “Every question has a cost”. Asking too many questions, unnecessary questions, or overly invasive questions will lose your users’ goodwill.  This can lead to dropouts or poor data.

Questions to ask ourselves

A question protocol is a tool that helps narrow down what you actually need to ask. 

Look at each question and ask yourself about the value it gives:

• who uses the data?
• how do they use it?
• is it necessary to ask for this data?
• is the question mandatory or optional?
• what happens if the user puts in nonsense to get through the form?
• do we have this information already?

Benefits

Bringing form design and data collection into sharp focus helps to make better decisions. This gives the following benefits:

• reduce overheads by not collecting and storing unnecessary information
  • storing data is costly. Why store something you don’t need?

• ensure the integrity of the data you collect
  • making it easy for users means they are more likely to give you accurate information

• avoiding causing offence or unnecessary burden means that users are more likely to answer all the questions

• pinpoint whether asking a particular question helps or hinders user engagement
  • look for patterns where users drop out after a specific question, consistently miss a question or give false information

• find ways to reduce the burden on users
  • make questions easier to understand
  • tell users early in the process what information they might need to gather to answer the questions
  • avoid repeating questions by bringing through information that you already have

• avoid causing harm or offence to users
  • only ask for information that might be difficult or personal when there is a clear need
  • be clear with users why you are asking for it
  • tell them how you will use it and who will see it
  • avoid being reductive, use inclusive language for sensitive topics or vulnerable user groups
  • use a trauma-informed approach

Content Design at Made Tech

Content Designers aren’t just here to write about decisions that were made before we were brought in. Involve us from the start. The linguistic tools mentioned in this blog are just part of the range of skills we bring. Making decisions can be hard, but we’re here to help.

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