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Writing the error message, Could we help prevent the error?, Should this…
Writing the error message
Who triggered the error?
User
Don't apologize
System
Apologize if the error is serious
Do we know what happened?
Yes
Explain what happened or why something isn't working
Can it be fixed now?
Yes, by them
Give clear instructions on how to move forward
Yes, by us
Resolve the issue.
No
Offer the best suggestion or guide them back to try again. Only send to Help if it will actually help.
No
Reassure that we are aware of the issue and will fix it
Could we help prevent the error?
Would most users need help to complete the action?
Yes
Could the flow better match user mental models?
Could we better match user language?
Yes
Improve existing content: field labels, button labels, titles ...
No
Guide users with help content that's always visible
Ex: Hint or helper text below input field, description with instructions below the title...
Yes
Run a content-first role play to identify what may be a more natural and logical flow for users
No, only some users less familiar with the product
Add guidance in a help popover
Should this even be an error?
Could it be framed differently?
No
Show an error message
Yes
Explore more friendly ways to help users correct the situation
Ex: Prompt users to do the action
Choosing the component
Is the user filling out a form?
Yes
Show the error message right next to the field
Is there more than 1 error message to show?
Yes
Add a summary at the top of the form
Scroll to top summary upon form validation
Is there a fundamental incompatibility in the information provided?
No
Did the user forget to fill out a mandatory field?
1 more item...
Did the user use the wrong format?
1 more item...
Yes
Show error straight away
No, they're in the middle of a flow
Is the error blocking them from moving forward entirely?
No, they can ignore it for now
Alert banner
Example: Something happened and we couldn't do X. Please try again later.
Yes
Can they fix the error themselves?
Yes
Inline text
Example: You need to do X before doing Y.
No
Is the error likely to only be temporary?
Yes
Toast (persistent)
1 more item...
No
Dialog? Alert banner?
1 more item...