Overview

Error messages let our users know when a problem occurs. They explain what happened, why, and what they should do next.

In general, it’s best to prevent errors from happening, for example, by only letting users enter numbers for numbered text fields such as mobile phone number, SSN, TIN, etc.

Best practices

Do

• Explain what happened in plain terms
• Give a way out or next steps on how to fix the error
• When giving instructions on how to fix the error, say “please”
• If there’s nothing to do other than waiting, ask them to try again later. If there’s truly nothing to do (Homebase system error), suggest they contact us.
• Focus on being clear, concise, and using common, everyday words. This situation can be stressful for the user.
• Apologize only if we’re at fault. If unsure, focus on offering a solution rather than being overly apologetic.
• Avoid generic “input not valid” errors, trying instead to be clear about what would make an input valid.

Don't

• Don’t blame the user, even if it’s their actions that caused the error. Focus on giving a way out.
• Don’t use jokes, metaphors, or anything that lightens the situation
• Don’t use phrases like “Oops,” “Uh oh,” etc.
• Don’t promise things you can’t deliver, even it they sound good