A comprehensive guide to optimizing the user experience
Error messages are often a neglected element of the user interface that only comes to mind in an emergency. Yet they have a decisive influence on the user experience: a well-designed error message can reassure the user and lead to a solution, while a poorly worded message can cause frustration and, in the worst case, lead to the user abandoning the application.
In this article, we show you how you can make error messages a positive, solution-oriented part of the user experience.
Why good error messages are important
Error messages are unavoidable interruptions in digital workflows, but their importance goes far beyond simply pointing out a problem. Their design can determine whether the user solves the problem quickly and continues working or whether they become frustrated and possibly drop out.
These interruptions take up important cognitive resources, which in turn affects user productivity. For example, users need up to 27% more time to complete their tasks after an interruption (Brian P. Baily & Joseph A. Konstant – ScienceDirect).
A poorly designed error message can:
- Create confusion by providing unclear or generic information.
- Cause stress by using alarming or negative language.
- Trigger frustration by not offering a solution or instructions for action.
Good error messages, on the other hand, have the potential to strengthen trust in the product. They show that the application understands the user and supports them in difficult situations. Studies show that clear and helpful error messages increase efficiency, reduce the error rate and promote productivity.
Common errors in the design of error messages
Despite their importance, error messages are often neglected. Here are some of the most common mistakes that lead to error messages not being used to their full potential:
- Generic or unclear messages: Statements such as “An error has occurred” do not provide the user with any useful information. Without specific information, the user does not know what has gone wrong and how to fix the problem.
- Inappropriate tone: Error messages should always be written in a neutral, friendly tone. Assigning blame such as “You made a mistake” or using alarming language (“Critical system error!”) unnecessarily increases the stress level and often leads to rejection.
- Lack of instructions: Users need clear instructions on what they can do next. Error messages that merely describe the problem without providing a solution or possible steps leave the user at a loss.
- Poor visibility: Error messages that appear in hidden areas of the user interface or disappear again quickly increase the likelihood that the user will overlook them. Error messages should always be easily recognizable and clearly visible.
A comprehensive approach to improving error messages
Let’s move on to the interesting part: the specific instructions on how you can systematically improve your error messages. By following the steps below, you can create error messages that not only provide information, but also help the user in a targeted manner.
1. Define the problem context
To formulate a helpful error message, you first need to understand the nature of the problem. Is it a system error, a user error or an interruption in the workflow? By clearly understanding the context of the problem, you can create precise messages that get to the root cause.
2. Identify user needs
Error messages should always be tailored to what the user needs at that moment. Make sure the language is understandable and user-friendly. Avoid technical jargon that only causes confusion. Instead, messages should be designed to give clear instructions on how to solve the problem. After reading the error message, the user should know what has happened and how to fix the problem.
3. Clarify consequences
Users should be able to recognize the consequences of the error immediately. Will they lose data? Is an action required to continue? Explain whether the error has serious consequences or is just a minor interruption in the workflow. This will help users understand how urgently they need to act and which next steps make sense.
4. Offer solutions
An error message should never appear without a solution. This means: Give the user specific instructions on how to solve the problem. Avoid technical terms such as “syntax error” or “technical problem”, which raise more questions than answers. Instead, use clear, simple and actionable steps.
5. Avoid mistakes preventively
Ideally, errors should not occur in the first place. Here are some preventive measures that can help avoid common problems:
- Text fields: Design the input fields in such a way that typical errors cannot occur in the first place. Use real-time validations to immediately notify the user of invalid characters or an incorrect format before they submit the form. Give clear indications of the expected input format, e.g. through placeholder texts or tooltips. Make sure that the length of the input is limited to a reasonable length to prevent entries that are too short or too long.
- Radio buttons: Ensure that users are put in a position to make the right choice from the outset. Avoid forced choices by always offering a default option or a “none of the above” choice. This reduces the risk of the user making the wrong choice or being forced to choose something that doesn’t fit. Clear labeling and explanations of what each option means will also help avoid misunderstandings.
- Checkboxes: Allow the user to uncheck all options or check preset options before proceeding. Make sure the choices are clear and unambiguous to avoid conflicting or accidental selections. Visual feedback or additional explanations should help to make the purpose of the checkboxes understandable so that the user does not make mistakes due to complex or confusing options.
6. Testing and iterating
Error messages are not a static element. Once you have implemented them, you should continuously run tests and collect feedback from real users. A/B testing can help to compare different formulations and find out which are best understood and generate the highest satisfaction. Even after implementation, you should regularly review your error messages and adapt them to new requirements or technologies.
Best practices for error messages
Dos:
- Specific and clear information: Give the user precise information about what has happened and how to solve the problem. Avoid general statements such as “An error has occurred”. Better would be, for example: “The password must be at least 8 characters long and contain a number.”
- Positive and reassuring language: Use reassuring and solution-oriented language to support the user in their actions. Phrases such as “Don’t worry, we’ll help you fix the problem” reduce stress and ensure a better user experience.
- Clear instructions: Make sure the user knows what to do next. For example: “Please select a file in PDF format.”
Don’ts:
- Avoid technical jargon: Terms such as “syntax error” or “technical problem” confuse most users. Instead, use simple, understandable language that is accessible to everyone.
- Avoid assigning blame: Avoid formulations that blame the user for the error, such as “You entered the wrong date”. Remain neutral and offer a solution.
- Avoid scaremongering: Alarming or aggressive wording such as “Critical error!” should be avoided. Calmly explain what has happened and show the user the next steps.
Conclusion: Error messages as an opportunity for user retention
Error messages are much more than technical notifications – they are an opportunity to increase the trust and satisfaction of your users. A well-designed error message shows the user that you support them even in difficult moments and guides them through the error process without creating stress.
Use error messages as an opportunity to have a positive impact on the user experience. By communicating in a clear, friendly and solution-oriented way, you can create a positive experience even in problematic situations, which will strengthen your user loyalty. Through regular feedback, continuous testing and adjustments to new requirements, you can ensure that your error messages always meet current standards and user expectations.
