Creating a notification
Get users unstuck and back on track
PROBLEM
I needed to write an error message for the Handshake app, as it was not possible to complete the task the user was trying to accomplish.
There are several types of errors, so understanding the nature of the error with context is key in explaining this to users so they can move on.
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In this case, it's a system error, and the task cannot be accomplished with the user first completing another task. Equally, if the error originated in a formfield, we'd have to understand and pass on to the user briefly how what they did wasn't accepted by the system.
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This error message is part of the dashboard of projects for the small business owner.
PROCESS
Understanding the problem and explaining to the user how they can move past it.
Writing an error message, I needed to be clear what the error was, and how the user could move forward and continue in their journey, so that the message was as clear as possible and they could get back on track asap.
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There are a lot of considerations to take into account when writing an error message and particular attention is needed to avoid shaming users, making disagreeable jokes to the user's expense or causing undue worry or panic.
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There's also technical constraints that I needed to take into account such as character limits.
SOLUTION
Simple, clear, helpful error message.
My solution is goal-oriented, and really focused on the positive. I want to help the user move forward and minimise friction in their journey.
The tone here is really central. I do not want to dwell on what the user hasn't done, be over-critical or flippant. The CTA is clear, actionable and tells the user exactly how to fix the issue and how they can continue on their journey.
TITLE OF THE CALLOUT BLOCK
LESSONS LEARNED
I learned quite a few lessons while writing error messages.
This is one area that I think working with a developer to assist with technical issues really helps. I would perhaps use colour coding to make it clear how serious the issue is, if it was an issue that totally blocked the user's progression then using a colour like red would help make it totally clear.
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I was given no character limit for this message, but of course if I had received a limit then it would likely have a massive influence on the message, and I would have probably had to make some drastic cuts to the length of the content, especially the title and the body. The CTA is already quite concise, with just three words.
