Anticipate confusion
According to the Nielsen heuristic on error prevention, a good system provides helpful error messages when an error occurs, but the best system prevents problems from occurring in the first place.[1] UX writing is not only about guiding users towards completing a task but also anticipating users' confusion and removing error-prone conditions during each interaction stage.
Users frequently skim instructions and text because they believe they know how products work and can move around intuitively. UX copy should always be there when they stumble and serve as a crutch. For example, an empty state page that doesn't have content yet should anticipate users' confusion and provide a brief explanation about what users are expected to do. For example, "Your shopping cart is empty. Continue shopping or view your saved items."
Pro Tip: Always rely on user research findings and avoid assuming you know what users think and how they behave.
References
- Preventing User Errors: Avoiding Unconscious Slips | Nielsen Norman Group
