The art of error messages
Error messages are an important (and inevitable) part of our daily digital lives. They appear at the most unexpected moments — when filling out forms, when a page fails to load, or when losing an internet connection. However, instead of offering solutions, many messages create more questions: What happened? Can it be fixed? If these doubts are not addressed properly, they can lead to frustration and distrust toward the platform or service.
But this issue is not just about individual user experience — unclear error messages directly impact the overall perception of a digital product. Think about all the times users abandon a task or leave a shopping cart due to a confusing, vague, or meaningless error message in their daily interactions.
Common mistakes in error messages
In critical situations where the system fails, users often encounter inappropriate tones in error messages. Expressions like “Oops” or “Something went wrong” may seem lighthearted, but in serious contexts — such as a failed transaction or an issue with important data — these phrases can give the impression that the platform is not taking the problem seriously. This is why it is crucial to adapt the message to the context and user type of a digital product.
On the other hand, error messages filled with technical jargon, such as “Error establishing a connection with the server”, can be confusing for non-technical users. The purpose of an error message is to inform, not complicate the situation further.
Additionally, blaming the user or third parties — for example, with messages like “The external platform did not respond” — not only distances users but also erodes trust in the platform. An error message should focus on resolving the issue, not on assigning blame.
However, the most common problem is the lack of precision in describing the error, which leads to even more uncertainty. Generic messages like “Unknown error” or “Something went wrong” provide no useful information. Users need to understand what happened and how to fix it.
What makes a good error message?
A useful error message follows fundamental guidelines that help users understand and take action.
Clearly explain what happened
Users need to know what went wrong and why.
For example, instead of displaying a vague “Error loading data”, a more useful message would be: “We couldn’t load the data due to a connection issue.” Clarifying the cause of the issue makes communication more professional and effective.
Reassure the user
Whenever possible, it is helpful to inform users if part of the process was completed successfully, especially for critical processes involving sensitive data.
For example: “Your information has been saved as a draft. Please check your connection and try again.”
Show empathy
Empathy is key when a platform fails to perform an action the user expects. A polite message can go a long way in reducing frustration and making users feel supported.
For example, messages like “We apologize for the inconvenience” or “Please try again” show understanding and improve the perception of the experience.
Provide a concrete solution
The message should clearly indicate the steps needed to resolve the issue, rather than leaving the user to figure it out on their own.
For example: “Try reloading the page or contact support if the issue persists.” This guides the user toward specific actions that help them move forward.
Offer an alternative
When an immediate solution is not possible, providing another option — such as contacting support or linking to a help resource — prevents users from feeling stuck in an endless loop.
Building better error messages as a team
Creating effective error messages is not the responsibility of just one person or team. It requires collaboration between developers, designers, and UX writers to ensure clarity and usability.
The first step is to map out common errors within the platform, identify their causes, and determine how they are presented to the user. This process involves prioritizing the most frequent or critical errors, such as those affecting purchases or data processing.
Once these errors are identified, teams can work on solutions that combine clear text with visual elements like icons or color indicators to highlight messages. Cross-team collaboration is essential to achieving effective communication.
Lessons learned and best practices
This process is more common than it seems. Along the way, we have identified several key takeaways that designers should always keep in mind:
- Avoid generic and confusing messages — While they may seem like a quick fix, they only increase user frustration.
- Take a proactive approach — Instead of reacting to problems, it is better to anticipate them and design error messages from the start as part of the system.
- Encourage shared responsibility — All teams, from development to design and product management, should collaborate to ensure errors are handled properly.
- Continuously review and update messages — Error messages should be regularly evaluated and adjusted to reflect the evolving needs of users and the system.
A well-crafted error message does more than just solve an immediate issue — it strengthens the relationship between the user and the platform. By providing clear information, reassurance, and actionable solutions, these messages enhance the overall experience, even during moments of difficulty.
For example, a message that clearly explains what happened and how to fix it not only reduces frustration but also demonstrates the platform’s commitment to its users.
This attention to detail can make the difference between a satisfied user and one who abandons the process — or even the platform itself.
Error messages are an opportunity to showcase professionalism, empathy, and dedication to the user experience.
This is a translation of the following article from our corporate website:
