Photo by Erik Mclean on Unsplash

We’ve all been there. You’re trying to accomplish a task on your computer or phone, you misclick or mistap, and suddenly a pop-up notification appears informing you that you’ve made a mistake. In that moment, it’s easy to get frustrated.

But as UX writers, we have the power to turn a user’s mistake into a positive experience with just a few words. Here’s how.

1. The Purpose of an Error Message

Before we can talk about how to write a good error message, we need to understand why error messages are important in the first place. At their core, error messages are designed to do two things: inform the user that they’ve made a mistake, and tell them how to fix it.

Ideally, an error message should be clear, concise, and actionable. It should also be humanized as much as possible; after all, we’re dealing with people here, not machines.

2. Common Types of Error Messages

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Not all error messages are created equal. In fact, there are four common types of error messages that you’ll likely encounter as a UX writer:

• 404 errors (page not found)
• Input errors (validation errors)
• System errors (server not responding)
• Permission errors (unauthorised access)

Each type of error message requires its own approach when it comes to writing copy that is both informative and actionable. Let’s take a closer look at each one.

404 Errors (Page Not Found)

Source: https://kinsta.com/blog/error-404-not-found/

A 404 error occurs when the user is trying to access a page that doesn’t exist on your website or server. This can happen for a number of reasons, but most often it’s simply because the user has typed in the wrong URL or clicked on an outdated link.

When this happens, it’s important to keep your message simple and direct. After all, there’s no other way to fix this error other than by redirecting the user to the correct page.

For example: “Oops! The page you’re looking for can’t be found. "Please check the URL and try again.”

Input Errors (Validation Errors)

Source: https://www.nngroup.com/articles/errors-forms-design-guidelines/

Input errors occur when the user doesn’t provide valid information during the sign-up or checkout processes. For example, if they forget to fill in a required field or enter their credit card number wrongly, this will cause an input error.

These types of errors can be frustrating for users because they usually feel like they’re so close to completing their task—but don’t worry, there’s usually an easy fix. In most cases, all you need to do is let the user know what went wrong and how they can fix it so they can complete their task successfully.

For example: “Sorry! The credit card number you entered is invalid. Please double-check the number and try again.”

System Errors (Server Not Responding)

Source: youtube.com

A system error occurs when there is a problem with your website or server that prevents the user from completing their task successfully. These types of errors are usually technical in nature and outside of the user’s control, which can make them very frustrating — and often scary — for users.

When writing copy for system errors, it’s important to keep your language calm and reassuring while still being informative about what went wrong and how long it will take to fix the problem.

For example: “We’re sorry for the inconvenience, but our site is currently down for maintenance. We should be back up and running within the next hour.”

Permission Errors (Unauthorised Access)

Source: https://commons.wikimedia.org/wiki/File:Permission_error.png

A permission error occurs when the user doesn’t have permission to access certain content on your site due to age restrictions or membership status. For example, if an underage user tries to access content that is only available for adults, they will receive a permission error informing them that they don’t have permission to view that content.

In these cases, it’s important to be direct while still providing instructions on how the user can gain access to the content they’re trying to view — usually by becoming a member or logging in with an account that has proper permissions.

For example: “You must be 18 years or older to view this content.” If you’re not yet 18 years old, please come back when you are.”

4. 8 tips to turn a user’s mistake into a positive experience

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1. Keep it short and sweet. Your error message should be direct and to the point. The last thing you want is for your user to feel overwhelmed or confused. Be clear about what went wrong and what the user can do to fix it.
2. Avoid technical jargon. Jargon has no place in an error message. Use simple, straightforward language that everyone can understand.
3. Be helpful, not condescending. Your tone should be helpful, not berating or harsh. Remember, the user made a mistake — there’s no need to rub salt in the wound. Instead, focus on providing solutions and clear instructions on how to recover from the error.
4. Use positive statements. When possible, frame your message in a positive light. For example, instead of saying “You entered an invalid password,” try “Oops! It looks like you might have forgotten your password.”
5. Avoid using exclamation points! Exclamation points convey excitement, which is the last thing you want your user to feel when they’ve made a mistake. Stick with plain old periods — they’ll convey the same sense of urgency without sounding alarmist.
6. Be consistent with your brand voice. Error messages are an extension of your brand voice, so make sure they aligned with the rest of your copy.
7. Use Error Codes sparingly. If you must include an error code in your message, make sure it’s placed in an easily visible spot and that it’s accompanied by a plain-language explanation of what it means.
8. Test your messages before releasing them. Last but not least, always test your error messages before releasing them to the public.

Conclusion

Writing effective error messages may seem like a daunting task, but UX writers are up for the challenge! By understanding the different types of errors that can occur and following best practices for writing clear and actionable copy, we can help users overcome even the most frustrating mistakes with ease — and maybe even turn their negative experience into a positive one!