Digital products focus only on “happy paths,” neglecting what happens when things go wrong.
As Amy Hupe points out, error messages are a vital but often overlooked part of UX. Poor error messages can leave users frustrated, confused, or even drive them away.
Here’s how to create better error messages:
- Identify potential errors. Audit your experience for all possible failure points (e.g., form errors, 404 pages, lost connections).
- Write like a human. Avoid robotic language. Imagine sitting next to the user and guiding them calmly.
- Skip the whimsy. Humor can easily feel dismissive during stressful moments. Prioritize empathy and clarity.
- Use active voice. Make actions and responsibilities clear, like “We couldn’t process your payment” instead of “Payment could not be processed.”
- Give a clear next step. Whether users can fix the error or not, always suggest what to do next.
- Be consistent. Use repeatable patterns for common errors to make guidance easier to scan and act on.
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