When life gives you lemons, write better error messages
2 days ago
- #Error Handling
- #Content Design
- #User Experience
- Wix embarked on a project named 'Errorgate 2021' to improve thousands of error messages in just one month.
- Defined bad error messages as those with inappropriate tone, technical jargon, blame-shifting, or being unnecessarily generic.
- Defined good error messages by requiring clarity on what happened and why, reassurance, empathy, actionable fixes, and always providing a way out, such as contacting Customer Care.
- Reviewed over 7,643 error-related content pieces, involving developers to map triggers and prioritize based on frequency and user blockage.
- Lessons learned: distinction between generic and unclear messages; errors are often a broader product issue, not just content; need for proactive questioning; missed learning opportunities; and aligning with user empathy values.
- Process changes include forming a cross-functional error-handling team, viewing errors as a shared responsibility, post-launch error reviews, ongoing optimization, and empowering UX writers to challenge generic errors.