Mochi Cat Collection — Designing Trust in Moments of Uncertainty
Julie Park
Project Overview
In the cozy world of Mochi Cat Collection, players manage a space filled with adorable mochi cats and charming collectibles.
But beneath the cuteness, one detail was breaking the experience: a vague shop notification that looked suspiciously like a scam.
Players were hesitating to continue — some even feared phishing or payment errors.
My goal was to redesign that notification with empathy, clarity, and trust, turning a jarring moment into one that feels calm, safe, and on-brand.
The Challenge
Player Anxiety Over Phishing
The original message resembled a generic system alert, instantly triggering doubt and fear.
Erosion of Trust
Unclear language made players question whether their purchases were secure — damaging confidence and potential revenue.
My UX Writing Approach
1. Trust-Centered UX Strategy
Before writing a word, I asked:
“What does the player feel right now, and how can we help them feel safe again?”
By treating the message as a trust-recovery moment instead of a simple alert, I shifted the goal from information delivery to emotional reassurance.
2. Empathetic Copy That De-Escalates
I replaced robotic phrasing with calm, friendly language that reassures first and explains second.
Reassured the player up front (“Your purchase is safe”)
Clarified the issue as temporary
Avoided blame or alarmist tone
Result: players felt cared for, not cautioned.
3. Clear, Empowering CTAs
When confusion spikes, control restores confidence.
I added straightforward, low-friction actions such as “Contact Customer Service.”
This options signaled that help was available — no dead ends, no panic.
4. Tone Matching for Brand Consistency
Even in an error state, the voice still sounded like Mochi Cat:
Soft and gentle
Playful without dismissing seriousness
Supportive, never scoldingLightly playful, without being flippant
Projected Outcomes
While independently developed, this concept applies proven UX best practices that drive measurable impact:
Increased player trust through transparent reassurance
Reduced early abandonment of the in-game shop
Higher confidence to purchase, improving IAP engagement
Why It Matters
Small words carry big emotional weight — especially when money’s involved.
This project demonstrates how empathetic UX writing can:
Protect player trust during sensitive moments
Prevent churn and hesitation
Strengthen monetization by reducing fear
Because I don’t just fix the text — I fix the feeling behind the tap.
Reflection
I created this project independently to explore how trust and tone shape behavior in mobile games.
It reminded me that the softest copy can deliver the strongest results — guiding users with reassurance instead of urgency.
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Posted May 26, 2024
Let's dive into a world of adorable feline companions! But guess what? While enjoying the fun, there's an unexpected in-game shop notification that felt a bit '
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