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We can do better than "unknown error"

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cphcharli

The document discusses best practices for writing error messages. It provides guidance on including the problem, cause, and solution in messages. Additional tips include choosing the right format, being precise, writing for understanding, keeping messages short, avoiding blame or scare tactics, and ensuring the message is noticed. Error prevention strategies like validation and auto-correction are also covered. The document emphasizes finding ways to predict and prevent problems while giving users enough information to resolve issues calmly.

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Charlotte Claussen The UX Writer Conference June 9, 2021 Unknown error We can do better than unknown error Charlotte Claussen @cphcharli The UX Writer Conference June 2021
We can do better than "unknown error"
User Error messages? I never know what it is, so I turn off my computer for a couple of hours.
We can do better than "unknown error"
Image credits: https://www.flickr.com/photos/servantofchaos/8293062984 https://www.needpix.com/photo/download/905045/angry-upset-pout-face-dissatisfied-facial-expression-emotion-woman-evil https://pixabay.com/photos/man-face-sad-depressed-human-eyes-674726/
Microsoft A common belief is that error messages are the worst user experience and should be avoided at all costs, but it is more accurate to say that user confusion is the worst experience and should be avoided at all costs. Sometimes that cost is a helpful error message. Source: https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error
The anatomy of an error message
Problem Clearly state what has happened Cause Solution The anatomy of an error message
Image credit: Unknown author, see for example https://medium.com/@thomasfuchs/how-to-write-an-error-message-883718173322and https://www.expertreviews.co.uk/software/operating-systems/1401617/how-to-clean-install-windows-10-and-create-boot-media/page/0/1
We can do better than "unknown error"
Problem Clearly state what has happened Cause Explain why the problem occurred Solution The anatomy of an error message
Saadia Minhas https://uxplanet.org/how-to-write-good-error-messages-858e4551cd4 Image credit: https://uxplanet.org/how-to-write-good-error-messages-858e4551cd4
Saadia Minhas https://uxplanet.org/how-to-write-good-error-messages-858e4551cd4 Image credit: https://uxplanet.org/how-to-write-good-error-messages-858e4551cd4
Problem Clearly state what has happened Cause Explain why the problem occurred Solution Provide constructive help The anatomy of an error message
We can do better than "unknown error"
We can do better than "unknown error"
We can do better than "unknown error"
Charlotte Claussen The UX Writer Conference June 9, 2021 Problem: What happened? Cause: Why did it happen? Solution: What can you do to fix it?
Best practices
Choose the right format Best practices
Types of error messages Dialogs for critical information that the user must see or react to In-line or contextual messages for input errors Toasts for feedback on success or failure of a user action Banners for errors that affect the system Log entries for troubleshooting information for IT professionals Email or chat messages for notifying IT professionals
Choose the right format Be precise Best practices
Image credit: https://community.logmein.com/t5/LogMeIn-Pro-Discussions/Invalid-Email-Format-Catalina-OS/td-p/211470
Image credit: https://freshsparks.com/user-experience-tips-best-error-messages/
Choose the right format Be precise Write in a way that users can understand Best practices
Microsoft, https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error Image credit: https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error
We can do better than "unknown error"
Choose the right format Be precise Write in a way that users can understand Keep it short Best practices
Image credit: https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error
Image credit: https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error
Choose the right format Be precise Write in a way that users can understand Keep it short use progressive disclosure or help links when needed Dont blame the users Best practices
Microsoft, https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error Image credit: https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error
Saadia Minhas https://uxplanet.org/how-to-write-good-error-messages-858e4551cd4 Image credit: https://uxplanet.org/how-to-write-good-error-messages-858e4551cd4
Saadia Minhas https://uxplanet.org/how-to-write-good-error-messages-858e4551cd4 Image credit: https://uxplanet.org/how-to-write-good-error-messages-858e4551cd4
Choose the right format Be precise Write in a way that users can understand Keep it short use progressive disclosure or help links when needed Dont blame the users Dont scare people Best practices
We can do better than "unknown error"
Image credit: https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error
Choose the right format Be precise Write in a way that users can understand Keep it short use progressive disclosure or help links when needed Dont blame the users Dont scare people Dont be funny or cute Best practices
Image credit: https://uxplanet.org/how-to-write-a-perfect-error-message-da1ca65a8f36
Image credit: https://www.writethedocs.org/videos/prague/2019/101-to-404s-how-to-write-great-error-messages-james-scott/
Image credit: https://twitter.com/alissach18/status/1308773872142082056?s=20
Choose the right format Be precise Write in a way that users can understand Keep it short Dont blame the users Dont scare people Dont be funny or cute Make sure it gets noticed Best practices
Image credit: https://www.userfocus.co.uk/articles/errormessages.html
Hazel Bolton https://cxl.com/blog/form-accessibility/ Image credit: https://cxl.com/blog/form-accessibility/
We can do better than "unknown error"
Choose the right format Be precise Write in a way that users can understand Keep it short Dont blame the users Dont scare people Dont be funny or cute Make sure it gets noticed One cause, one message Best practices
Image credit: https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error
Microsoft, https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error Image credit: https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error
Choose the right format Be precise Write in a way that users can understand Keep it short Dont blame the users Dont scare people Dont be funny or cute Make sure it gets noticed One cause, one message One user type, one message Best practices
We can do better than "unknown error"
We can do better than "unknown error"
Choose the right format Be precise Write in a way that users can understand Keep it short Dont blame the users Dont scare people Dont be funny or cute Make sure it gets noticed One cause, one message One user type, one message Dont be stupid Best practices
David Travis https://www.userfocus.co.uk/articles/errormessages.html Image credit: https://www.userfocus.co.uk/articles/errormessages.html
David Travis https://www.userfocus.co.uk/articles/errormessages.html Image credit: https://www.userfocus.co.uk/articles/errormessages.html
David Travis https://www.userfocus.co.uk/articles/errormessages.html Image credit: https://www.userfocus.co.uk/articles/errormessages.html
Microsoft, https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error Image credit: https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error
Microsoft, https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error Image credit: https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error
Error prevention
Show previews of results before users commit Use confirmation dialogs Use descriptive microcopy in forms Validate user input Add helpful constraints Support undo Auto-correct misspellings and wrong formats Fix issues in the background Error prevention
Image credit: https://www.nngroup.com/articles/user-mistakes/
Show previews of results before users commit Use confirmation dialogs Use descriptive microcopy in forms Validate user input Add helpful constraints Support undo Auto-correct misspellings and wrong formats Fix issues in the background Error prevention
We can do better than "unknown error"
Show previews of results before users commit Use confirmation dialogs Use descriptive microcopy in forms Validate user input Add helpful constraints Support undo Auto-correct misspellings and wrong formats Fix issues in the background Error prevention
Image credit: https://uxplanet.org/how-to-introduce-guiding-microcopy-in-forms-94dc44444c9d
Show previews of results before users commit Use confirmation dialogs Use descriptive microcopy in forms Validate user input Add helpful constraints Support undo Auto-correct misspellings and wrong formats Fix issues in the background Error prevention
We can do better than "unknown error"
Show previews of results before users commit Use confirmation dialogs Use descriptive microcopy in forms Validate user input Add helpful constraints Support undo Auto-correct misspellings and wrong formats Fix issues in the background Error prevention
Image credit: https://growrevenue.io/date-picker-best-practices/
Show previews of results before users commit Use confirmation dialogs Use descriptive microcopy in forms Validate user input Add helpful constraints Support undo Auto-correct misspellings and wrong formats Fix issues in the background Error prevention
Image credit: https://bonaroo.nl/2020/01/22/undo-typing.html
Show previews of results before users commit Use confirmation dialogs Use descriptive microcopy in forms Validate user input Add helpful constraints Support undo Auto-correct misspellings and wrong formats Fix issues in the background Error prevention
We can do better than "unknown error"
Show previews of results before users commit Use confirmation dialogs Use descriptive microcopy in forms Validate user input Add helpful constraints Support undo Auto-correct misspellings and wrong formats Fix issues in the background Error prevention
We can do better than "unknown error"
But what about the unknown error?
We can do better than "unknown error"
Unknown error An unknown error occurred How do you edit this?
We can do better than "unknown error"
Ask! Developers, support people, testers How to get information
Ask! Developers, support people, testers Test the software How to get information
Ask! Developers, support people, testers Test the software Look at the text strings in the code How to get information
Unknown error
TRANSLATION_DICTIONARY_PARTICIPANT_UPDATE_FAILED: Unknown error
TRANSLATION_DICTIONARY_PARTICIPANT_UPDATE_FAILED: Failed to update participant translation dictionary
PARTICIPANT_TRANSLATION_DICTIONARY_UPDATE_FAILED: Failed to update participant translation dictionary. The dictionary could not be added/edited/removed for an unknown reason
PARTICIPANT_TRANSLATION_DICTIONARY_ADD_FAILED: Your dictionary could not be added. PARTICIPANT_TRANSLATION_DICTIONARY_ADD_FAILED: Your dictionary could not be edited. PARTICIPANT_TRANSLATION_DICTIONARY_ADD_FAILED: Your dictionary could not be removed.
PARTICIPANT_TRANSLATION_DICTIONARY_ADD_FAILED: Your dictionary could not be added. Refresh the page and try again PARTICIPANT_TRANSLATION_DICTIONARY_ADD_FAILED: Your dictionary could not be edited. Refresh the page and try again PARTICIPANT_TRANSLATION_DICTIONARY_ADD_FAILED: Your dictionary could not be removed. Refresh the page and try again
UNKNOWN_ERROR: Unknown error
UNKNOWN_ERROR: An unknown error has occurred. Try to restart your app. If that does not work, contact Support
Image credit: https://docs.microsoft.com/en-us/windows/win32/uxguide/mess-error
Ask! Developers, support people, testers Test the software Look at the text strings in the code Ask again What happens right before the error occurs? Does the problem affect more than one thing? Is there a risk of breaking anything or losing data? What can the user try? How likely is that to work, in percent? How to get information
Dont focus on rules, but think about this: Find ways to predict and prevent problems Give users the information they need to move on Keep the users calm Key take-aways
We can do better than "unknown error"
We can do better than "unknown error"
https://www.flickr.com/photos/servantofchaos/8293062984 https://www.needpix.com/photo/download/905045/angry-upset-pout-face-dissatisfied-facial-expression-emotion-woman-evil https://pixabay.com/photos/man-face-sad-depressed-human-eyes-674726/
We can do better than "unknown error"
Thoughts?
Thank you keep in touch! @cphcharli https://www.linkedin.com /in/charlottebclaussen/

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We can do better than "unknown error"