Your app or website is a tool to help users complete a task or goal. But things don’t always go to plan. Users sometimes encounter … an error.
Dun-dun dun!
You’ll use an error message to tell the user something went wrong and their options for correcting or leaving the experience.
Error messages are needed when the user:
This Netflix message lets the user know they’ve entered an email address incorrectly.
This Virgin Media message tells me I didn’t enter my password.
This message asks the user to complete another task before they continue on the IDX platform.
Glassdoor explains the content the user linked to is not there, and lists other places to visit.
This Trustly message tells the user what the problem is and how to get back on track.
Effective error messages...
…are helpful, like road signs. They clearly state what the error is and instruct the user how to fix it and get back to completing their task.
When messages aren’t helpful, users can get frustrated and leave the experience – and possibly not return.
Error messages work best when they:
Not explaining can leave the user confused and frustrated, with no option except to leave the experience.
Explain why the error happened, even if a vague “technical issue” is the only explanation.
Use positive language that never blames the user. Allow them to resolve the issue.
Minimising frustration by letting the user leave the experience on their own terms rather than forcing a quit.
