Everyone loves memes, but you don’t want your company to become a joke.Bad error messages are so prevalent that Know Your Meme has a page dedicated to collecting them.
Errors Happen...
Errors Happen...
No matter how good a site or app is, error will occur – from the user, your system or even incompatible states, like trying to make a call while in airplane mode.
...And They Must Be Handled Well
...And They Must Be Handled Well
Errors are frustrating and interrupt the user’s flow, leaving them to decide if it’s worth it to keep using your site – if they can even figure out how to progress.
It’s up to you to offer a message that will promote task completion.
Here are 15 tips for writing effective error messages.
Here are 15 tips for writing effective error messages.
1. Be Informative
1. Be Informative
Your message should include what happened and how to fix it. You need both to provide clear direction so you don’t leave users confused.
2. Give a Solution
2. Give a Solution
Always provide a solution to the error at hand. Otherwise, the user’s frustration will grow as they either waste their time trying to discover the answer on their own or give up.
3. Speak Their Language
3. Speak Their Language
Don’t use jargon or technical terms the average user wouldn’t understand.
A common issue among error messages is the use of error codes that users don’t have a clue about.
4. Be Concise
4. Be Concise
Your error message copy should be short and to the point. Remove everything the user doesn’t need to know, and condense where you can to still get the meaning across.
5. Use Progressive Disclosure
5. Use Progressive Disclosure
Progressive disclosure is when you add a “learn more” link that reveals more information. This allows users interested in the details to view them without overwhelming those who aren't.
6. Don’t Point Fingers
6. Don’t Point Fingers
Don’t accuse users of causing the error – even if they did. Focus on the solution instead.Don’t Say: “The password you entered is incorrect.”Do Say: “That password doesn’t match. Please try again.”
7. Be Gentle
7. Be Gentle
NO ONE LIKES BEING YELLED AT!So never use all uppercase letters or exclamation points in your error messages.
8. Use Positive Language
8. Use Positive Language
Positive language can help soothe and guide, whereas negative language makes things uncomfortable.
For example: “Please enter a valid zip code” sounds nicer than “The form has errors.”
9. Stay On-Brand
9. Stay On-Brand
Use your brand voice to make the error feel less intrusive, but stay consistent with the user’s emotions. Playful messages can be fun but may seem like you're not taking the issue seriously.
10. Be Human
10. Be Human
Users prefer being helped by a person, so write like a human – not a robot. It humanizes the brand, makes it feel more like you care and fosters understanding.
11. Make CTAs Clear
11. Make CTAs Clear
Buttons like “yes” or “no” are vague if not set up by the descriptive text. If there’s 2 or more CTAs, make it easy to tell which does what. Use the same text on the button that you use in the description.
12. Timing Matters
12. Timing Matters
The timing of an error message can be the difference between a helpful hint and an irritating occurrence. Oftentimes, real-time alerts are more helpful, but they can be interruptive.
You can use full-page pop-ups, banners or inline errors – which one will depend on context. Inline cues are ideal for forms because they make the error easy to spot and correct.
15. Prevent Error
15. Prevent Error
Use empathetic design to reduce error.Examples:
• Crossing out unavailable booking dates• Autocorrecting typos• Using white space to prevent misclicks/taps• Clearly labeling forms• Twitter’s negative character counter
Conquer All Error
Conquer All Error
Evaluate all elements of your software or website, and make a list of all the places something can go wrong or users can mess up. Then use these 15 tips to write user-friendly messages.