I’m not the biggest fan, but I’ve seen my fair share of B-rated movies.

For context, B-rated movies are low-budget films compared to their A counterparts.

Because of the budget, they try to film them with limited time and resources, and the production is usually made up of mostly starting-out (and sometimes inexperienced) actors and maybe up-and-coming production crews. I’m sure other factors might constitute the rating, but let’s focus on these ones.

There are a lot of really good B-rated movies (I was shocked to find out Get Out is B-rated when researching this issue), and these movies try to explore themes you might not find popular in A-rated, which is cool, but more often than not, the movies…

well…

feel…off.

Let me explain.

You know those movies where one minute the hero is in a high-stakes car chase after getting drunk at a bar, and in the very next scene, they’re 9 months pregnant and giving birth?

No transition. No explanation. Just vibes.

Those are B-rated.

Bad acting is one thing, but what really makes these movies feel off is how disconnected the storylines are.

It’s like someone takes a saw and hacks through the scenes so they don’t flow, crucial moments seem missing, and by the time the credits roll, you’re sitting there thinking, Wait, did I really watch this? How did we even get here?

Weird, right?

Well, weirdly enough, that’s exactly how bad product experiences feel.

The “Missing Scene” Problem in UX

You sign up for a product.

The landing page was convincing.

The onboarding seemed okay.

But once you’re in… silence.

No guidance, no clear next steps.

Just an interface staring back at you like, Well? Figure me out.

Or you’re using an app, hit an error, and the message is just “Something went wrong.”

What went wrong?

What am I supposed to do now?

Who do I blame?? (Okay, maybe that last one’s just me.)

This happens when product content isn’t mapped properly.

When key moments in the user journey aren’t supported with the right information, users feel like they’ve missed an important scene. And just like in those B-rated movies, it ruins the experience.

The best way to fix this is through Content Mapping.

What is Content Mapping in UX?

Content mapping is making sure every piece of content in your product (button label, message, and instruction) guides users to the right place at the right time.

The word is mapping, so think of it like planning a road trip.

If you just start driving without a map, you’ll probably end up lost.

But with clear signs and stops, you know exactly where to go next.

Content mapping does that for users. It connects the dots so they never feel stranded.

Research shows that a well-mapped product makes users feel guided, confident, and in control, while a poorly mapped one is up there as one of the major reasons for users feeling confused, frustrated, and eventually churning.

So, how do you make sure your content actually guides users?

Why Content Mapping is Non-Negotiable

Ever rage-quit an app because you couldn’t figure out how to do something?

That’s bad content mapping at work.

Your users don’t come into your product knowing how everything fits together. If they have to guess what to do next, you’ve already lost them.

Without proper content mapping:

• Users hesitate, get confused, or make mistakes.

• Support tickets pile up because people can’t find what they need.

• Features go unused not because they’re bad, but because users never find them.

With good content mapping:

• Users feel in control.

• They complete actions smoothly, with fewer errors.

• Your product feels intuitive, even without a walkthrough.

Key Touchpoints for Content Mapping

So, where does content mapping actually matter?

Everywhere.
But some moments make or break the experience:

1. Onboarding

This is the first 5 minutes users spend with your product. If they don’t understand what to do, they leave. Your onboarding content should:

✅ Show them why your product matters.

✅ Guide them through key actions.

✅ Reduce cognitive load—less text, more clarity.

2. Navigation & Microcopy

Every button, label, and link should be instantly clear. If it isn’t, that’s bad microcopy.

✅ Action-driven copy: “Save Changes” is better than "Submit.”

✅ Contextual guidance: If a button does something important, tell users what happens next.

3. Error Messages & Empty States

Users will make mistakes. The question is: when they do, do they know how to fix them?

A bad error message: “Something went wrong.”

A good one: “We couldn’t process your payment. Check your card details and try again.”

✅ Explain what happened.

✅ Tell users how to fix it.

4. Help & Support Content

If users have to leave your product to Google a solution, that’s friction. Keep help content in-product whenever possible:

✅ Tooltips and inline hints.

✅ Searchable knowledge base.

✅ FAQ sections in context (not buried in a separate help center).

5. Offboarding & Re-engagement

Just because a user is leaving doesn’t mean the relationship is over. Offboarding content should be:

✅ Clear (No guilt-tripping: “Are you sure you want to cancel?”)

✅ Helpful (Offer alternatives: “Want to pause instead of canceling?”)

✅ Open-ended (Make it easy for them to come back later.)

How to Map Your Content (So Users Never Feel Lost)

So, how do you actually do content mapping?

1. Map Out the User Journey

Start by tracking what a user does from beginning to end. List out every major touchpoint, from first hearing about your product to becoming a power user. Ask:

• Where do they start?

• What decisions do they make along the way?

• Where do they get confused?

A simple way to do this is to literally draw it out.

Think of it like a storyboard. Every action a user takes should have a clear “what happens next.”

2. Identify the “Silent Gaps”

Once you’ve mapped the journey, look for missing information. Where might users feel stuck or confused? These are your missing scenes.

• Are users ever left wondering what to do next?

• Do they hit dead ends with no clear way forward?

• Are key steps hidden or unclear?

If the answer is yes, your content isn’t doing its job.

3. Write With Clarity & Purpose

Every message in your product should answer three questions:

1. Where am I? (Context)

2. What should I do next? (Guidance)

3. Why does this matter? (Reassurance)

If any piece of content doesn’t serve a purpose, cut it.

4. Test Like a Movie Director

What makes sense to you might not make sense to them. The best way to catch gaps? Watch people use your product. Watch how they move through the experience. Do they pause too long somewhere? Do they look confused? If they hesitate, struggle, or get lost, your content needs work. Shout “cut!” and do a retake.

Now, go make your user experience Oscar-worthy!

P.S. Seen any bad UX lately? Confusing copy? Frustrating flows? I’m collecting real-life examples to put together a resource on UX issues and how to fix them. If you’ve spotted anything, hit reply. I’d love to see it.

2025 with Content & Context 🤝 

This year, I want to take you on a journey.

Not just through my takes on what content founded on better context looks like (it looks pretty good actually), but through the world of UX writing itself. What it is, what it isn’t, and why it matters in product UX in general.

And because you’ve been with me through this journey so far, I’ve put together something special: a free resource, UX Writing for Small Teams. It’s my way of saying thank you and making sure that even if you don’t have a UX writer on your team yet, you can start creating better experiences right now.

You can grab it here.

Now I know this resource may not be beneficial for everyone, so if you have a special resource request, please reach out by replying to this email with what would be beneficial to you. That’s what UX is about, really.

New Here? Catch Up on These Reads

Here are a few past articles you might enjoy:

• Been a minute... 

• How to "unalive" a good product idea 

• A tale of two strategies⚔ 

• 👋 First impressions only happen once 

And if you liked this issue, drop us a comment.

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