Often, things don’t go exactly as planned. Be it life or a digital platform, unexpected hurdles leave us annoyed.
During such moments, having a clear understanding of the issue and receiving helpful guidance can completely shift the trajectory of frustration.
In the digital realm, error messages aim to provide this clarity and assistance. However, they don’t always hit the mark.
All too often, vague error messages leave users feeling bewildered and helpless.
In this blog, we’ll explore the art of crafting user-friendly error messages.
We’ll uncover how to alleviate frustration and elevate the user experience by analyzing real-life error message examples.
What is an error message?
An error message is a piece of communication that inform users about issues, problems, or unexpected situations encountered in a digital product, website, or application.
From a UX perspective, the purpose of an error message is to communicate to users what went wrong, why it happened, and how they can take corrective actions.
Clear and well-crafted error messages provide meaningful feedback, helping users understand the problem and navigate towards a solution.
Like any user-friendly text, an error message text should be clear, concise, and specific to minimize confusion and frustration.
Most importantly, it should speak the user’s language.
But what does it all look like coming together? Or how is it when these traits of a good UX copy are lacking?
Let’s explore this with some error message text examples.
Bad error message text examples
To recognize what’s good, you need to be aware of what’s subpar.
As UX writing is still emerging, it’s common to encounter poorly crafted error message text.
Let’s look at some to understand why they’re not good from a user’s perspective.
1. Pinterest’s email validation error
Mistyping an email address or password during sign-in or sign-ups happens to all of us.
The right error message is essential to ensure a pleasant user experience at this crucial step.
This error message during Pinterest sign-up is far from ideal.
Why?
Firstly, the tone of the error message can be perceived as mocking or, at the very least, indifferent.
Yes, it doesn’t look like an email address. But, it could be conveyed more empathetically.
Today, most users know what an email address format is like. But it’s essential to remember not everyone may have the same level of technical proficiency. Pinterest has a significant user base from older age groups who may be less tech-savvy.
As a Pinterest user and a UX writer, I found the tone of this error message inconsistent with the usual friendly and approachable voice that Pinterest maintains.
This may not be a massive issue for popular and established platforms like Pinterest. But for newer platforms, such a tone can discourage users.
2. Bookbolt’s terms agreement validation error
Checking boxes to agree to terms and privacy policy is common during registration processes.
While registering for Bookbolt, I missed checking the box and was met with this error message.
There are too many wrongs with this error message text.
First is the lack of clarity. What is the ‘agree term’? Where is it? How do I accept? A user will have questions but no answers.
Second is the use of passive voice. Using active voice is a default in UX writing unless a situation demands otherwise.
Active voice makes communication clear, precise, and upfront. In contrast, passive voice can cause confusion and distract from the most crucial message.
Last but not least, the sentence is grammatically incorrect.
3. SendGrid’s 404 error message text
404 error is another standard error. It occurs when a website’s server cannot find a webpage associated with a link.
404 is undoubtedly a term familiar to most internet users. Yet, it remains one of the most debatable UX copies, often criticized for its excessive use of jargon and overindulgence in playful language.
SendGrid’s 404 error page serves as a prime example of this notoriety.
Although the heading “404: Page not Found” is acceptable and straightforward, the subline accompanying it takes the microcopy into unfavorable territory.
Why?
It aims to be humorous but lacks substance and, more significantly, context. Without the accompanying value or context, this attempt at humor can be perceived as insensitive.
4. Sony Liv’s age validation error
Another validation error message text example I encountered while signing up for Sony Liv.
As a user, I found it rather silly. As a UX writer, it irked me.
Can someone above 100 years of age not use this platform? If not, why not?
How does it even matter if I am 100 and want to watch a show on this platform?
It appears this validation is meant to discourage users from providing random birth dates. However, mentioning ages below 100 serves no apparent purpose.
Without context, this message comes across as unhelpful and needlessly creates friction in the user experience.
5. ChatGPT’s bad request error message
ChatGPT is a fantastic AI tool to research, brainstorm, refine ideas, and much more.
However, if you encounter a network error while using it, you may have encountered this problematic error message.
The error message falls short for several reasons – jargon, vague, long, and complex.
As a user, I wonder when I ever requested an “engine”; I only asked it a question. What was the issue?
Furthermore, how do I decide if I should contact the help center? Is there a way to fix the issue?
Not only these technical words are confusing, they don’t give a clear idea of the issue. While the message tries to be helpful, it doesn’t really help.
As a UX writer, I understand the UI is such that the error message is in a long text format. Still, it could be simpler and more concise for users to easily understand and digest.
Good error message text examples
Having understood the pitfalls of bad error message text, let’s delve into the ones hitting the right notes.
1. Microsoft’s email validation error
Microsoft’s email validation error message is a shining example of how it should be done.
In contrast to Pinterest’s example, the message is helpful. Instead of wasting words on telling users if there’s an issue or what it might be, it precisely tells how to resolve it.
At this stage, I would also like to highlight the email validation error messages I found on MailChimp. It attempts to give a solution but still doesn’t help as the information is incomplete.
If an ‘@’ symbol is required, I’ll insert it, but it doesn’t resolve the issue. Instead, I encounter another error message that tries too hard to clarify but becomes convoluted with technical jargon.
Compare it to the Microsoft example. You can clearly make out what’s a better way to say it.
2. Search Console’s URL format validation error
Continuing to validation errors, this example from Search Console is an excellent one.
I entered the website URL in an incorrect format. This is what I get – crystal clear information on what I should do to fix the issue.
Another thing to note is while this error message text uses technical terms, it still manages to simplify it for the users with the examples in the bracket.
This is also a great example of when jargon may be acceptable.
Considering Search Console users typically own or manage websites, they are likely already familiar with these technical terms. However, simplifying like this leaves little room for confusion.
3. Medium’s 404 error message
In the SendGrid example, we saw how clever can sometimes go wrong or be perceived differently.
This 404 error message text example from Medium is a great one to learn how to do it the right way.
This is also an excellent example of infusing the brand personality and adding value to users.
Medium is all about exploring new ideas. Not only does it cleverly mention the page doesn’t exist, but it also improves the user experience by presenting them with a new idea.
Moreover, it gives the option to explore this idea further with select writings.
It is also an excellent example of leveraging these spaces to enhance the overall user experience.
4. Canva’s upload error message
While error messages are typically advised to be brief, at times, breaking this rule can improve the user experience.
This upload error message text in Canva is an excellent example. I tried uploading a .zip file which Canva doesn’t support.
This error message is super helpful because it lists all the file types Canva supports. While the list may be lengthy, it spares you the frustration of attempting to upload an unsupported file type.
Another great thing about this error message is it also tells you the way to rectify the problem with the existing file type – changing the format to reupload.
Not to mention, it lists the file names so you can go back and change the respective formats. In this case, one .zip file.
5. Search Console’s domain verification error
Continuing our unconventional error message text, I’d like to highlight another error message by Search Console.
For context, I tried verifying a domain through the ‘Domain name provider’ method. It failed, and this is what I got.
Despite its length, the error message is precious. It clearly describes the failure, presents alternative possibilities, and guides you through the necessary next steps for issue resolution.
Lastly, it provides a link to delve deeper into the situation and better understand it.
6. Grammarly’s connection error
Coming back to shorter error messages, this example from Grammarly’s plugin is another good one.
I was working on Google Docs when I lost the internet connection. This message clearly tells what’s going on.
It is also a great example of when it is enough to only highlight the problem.
Due to the evident nature of the situation and the user’s ability to address the problem, there is no need to explicitly outline the solution.
Moreover, it is a good example of passive voice usage, contrasting with the Bookbolt example.
Best practices for writing user-friendly error message text
Now that we have a fair idea of what’s good and bad in an error message text, let’s outline the dos and don’ts.
It all starts with empathy. By recognizing and empathizing with the user’s frustration or inconvenience, we can establish a solid foundation for a positive user experience.
Be clear, concise, and specific.
- Use the language user understands.
- Avoid technical jargon or ambiguous terms.
- Clearly state what went wrong and provide specific information about what went wrong and how the user can fix it.
- Eliminate any information that doesn’t add value to the situation at hand.
Use friendly and empathetic language.
- Adopt a friendly and empathetic tone.
- Use positive language when possible and avoid sounding accusatory or blaming the user.
- Avoid passive voice to ensure the message is clear, understandable, and user-centered.
- Balance playfulness and functionality. Add a touch of brand personality without compromising the clarity of the message or coming off as insensitive.
Focus on the solution.
- Offer clear and concise instructions on resolving the error or what steps users can take to mitigate the issue.
- Offer alternative solutions or workarounds if available.
- Avoid simply restating the problem without offering any solution or next steps.
Provide support information.
- If appropriate, include contact or support information in your error messages.
- Suggest additional resources or links for further assistance or self-help.
All in all, the crux is taking a user-centered approach. The ultimate goal is to provide a positive user experience even in the face of errors or issues.
I hope these examples shed light on how to approach error message texts.
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