Error messages are an integral part of every digital product. Some scenarios will not be allowed, others are prevented, protecting people from making mistakes and avoiding unwanted results.
Through feedback and observation we learned our users are not always sure what the error message is about and what to do next. Data analysis taught us some errors are seen as often as once for every five attempts. This was a real reason for concern.
And so a team of designers and writer embarked to understand more where the problems are and how we solve them.
We’ve identified issues with clarity of the message, inconsistent use of colours that confused the users. Most important insight was that some errors can be avoidable if we enhanced the flow that led to them.
The team created best practice document detailing:
Lastly, we thought of how to engage others into the value of effective error messages. Some messages could only be improved with the investment of the development team, so we needed to explain what we can gain by this effort:
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