Don't make errors on error messages
By: Nguyen Anh Linh Giang
Tags: UX Design, Ux Writing, Content Strategy, Design, UX

When users are exploring a system, it’s like they are walking a path towards their goal. Mistakes are unavoidable in any paths. And when they happen, UX writers must come in as a tour guide to quickly help them out to continue their journey.

Product teams may sometimes overlook tiny error messages and let the developers decide their words, which often sound like a robot talking to human. I just do not agree with this point, as you may experience it yourself, such a small but careless message on “Invalid password” could get you frustrated, or leave the system if they do not tell you where you go wrong.

Therefore, error messages should be taken care of, as they should help users solve the problem and move on.

3 types of errors

In-line errors

These are small errors that happen when users are taking an action, they can still move forward, but they are advised to make a correction before moving on.

For example, when users make a mistake inputting their phone number to a field, error messages appear to notify them and help them move on by asking them to fill in their number with 10 digits.

Example of an in-line error

Tips on these errors: The text can be very short and, in general, can clarify, remind, or instruct an ongoing conversation between the person and the experience instead of stopping their actions.

Detour errors

These are errors that occur when the person can’t get where they want to go in the way they anticipated, but they can still get there. (usually when they need to complete an action before keeping going)

Example as below, when users make payment, they are required to add a card first. They still can get to where they are going, but they have to complete an action before it.

Tips on these errors: Should provide instruction first, then explanation, and then the single action to take to move forward

Blocking errors

These are errors that occur when the way forward is blocked until the person takes an action that is outside of the scope of the experience. (Internet off, Site under construction)

Example: below is one blocking error message, when the Internet is off. Users are required to take an action outside the scope of the app (turn on Wifi and connect to the Internet)

Tips on these errors: Should provide instruction first, then explanation, and then the single action to take to move forward

Common rules when writing error messages

Besides tips for each type of error messages, there are common rules for any time UX writers playing with words

Purposeful: Have a purpose in mind

Error messages must have purposes aligned with users’ purposes, that is, telling users what they are experiencing, why it happens and how can they do to move on.

Don’t speak the “what” without the “why” and “so what”.

In this case, the purpose of the user is to make payment. And when an error happens, if no focus is put on writing, the error message could look like this.

Only talk about the “what”

No, we cannot let this happen. Imagine the user sees this, and then what? He would ask oh why it is unsuccessful? And what could I do next?

In this case, imagine you are the user, you want to make payment. To get to the successful payment, you need to know why it is unsuccessful and how you could make it successful to fulfill your goal. Then the message could look like this:

The “what”, with the “why” and “so what”

Concise: Cut them short and meaningful

Let’s face this, copywriting is there to sell, but UX writing is here to guide. People have a goal when they come to a system and they have no time to read UX texts. So make every message short and straight to the point.

The easiest way to do this is to start with an imperative verb on how users may get through their problems and move on.

Take an example:

Long and not meaningful what to do

Well and what is the standard format and what is the required format? Users do not want a long story like this, they want something short and straight to the point, like this:

Short and meaningful

This messages concisely tell them what to do, in the right way.

Conversational: Talk to users like a human

Most of the users are not interested in technical details of the problem occurred. So make humans recognize they are interacting with the words; they are in conversation with the experience. It means that the messages should be in normal languages, not with technical terms or codes.

Like these:

This message contains technical jargons

This message contains technical jargons

This message contains technical jargons

Do normal humans understand these codes? ….

Instead of doing this:

Talk like a robot and users cannot understand

Please do this:

Talk like a human

Clear: Cut them short

The right words will be the ones that the people using the experience will recognize immediately, without having to think. They must not be ambiguous about the problems and make users ask questions like “Exactly what is going on?”

Like these bad messages:

Windows makes it hard to realize what kind of problem users are in

Why is it invalid?

These messages are so helpless because they do not tell users clearly what they are experiencing, and therefore they cannot find a way to move forward.

Instead of saying this:

Vague about problems

Please say this:

Longer but clearer

Conclusion

Error messages have a great influence in user experience, reflecting brand voice and personality. Pay attention to error messages to better communicate with users and make the experience worth their time.

References

Strategic writing for UX — Torrey Podmajersky