"Tone of voice in UX writing describes the overall personality, style, and mood conveyed by the product messaging. However, in a product, tone doesn't matter at all. Today, content is not something people read or need to be persuaded by; it's something they use. If your content fails, the user fails."
"When someone is trying to apply for a passport, book a flight, or fix a problem in your app, they don't care if your product sounds like 'cozy gay uncle talking to you in the kitchen' or 'empathetic Jean the chatbot with a savior complex.'"
Tone of voice in UX writing is often overemphasized. Users prioritize functionality over personality when interacting with products. Effective content should facilitate task completion rather than convey a brand's character. Users do not engage with content for persuasion; they use it to achieve specific goals. When facing tasks like applying for a passport or troubleshooting an app, users are indifferent to the product's tone. The emphasis should be on clarity and usability, not on creating a character for the product.
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