Errors in Error Messages!

Img credits : https://www.searchenginejournal.com/
The logo

Background

Betterplace, previously known for it’s product Aseem App that was build/designed in collaboration with NSDC (National Skill Development Corporation) in a span of mere 2–3 months based on a hand full user interviews. As a result of poor research, the users did not take it well & even before a successful take off the company crashed.

One of many reviews with upvotes | Img credits : https://play.google.com/

Why redesign?

Out of many, two of the major issues that we were able to identify were :

  • Lack of User Research
  • Complicated & confusing UX Writing
Img credits : https://in.pinterest.com/

Starting afresh

initial research outcomes

What were the UX Writing problems?

After auditing the screens & the flows, I was able to point out a few problems. To validate those problems and get a better understanding of the issues faced by the users along with building user empathy, I developed a research plan which included watching user interaction recorded videos, understanding heat maps, competitor analysis in addition to conducting user interviews. Below mentioned were the problems :

  • The errors mentioned were too blunt & direct. Right in the user’s face.
  • The solution to the error was not clear.
  • The sentences were problem oriented and not solution oriented.
  • The users were blamed quite a lot.
  • The tone of the messages was non-conversational.
  • The messages were not meaningful and lacked context.
  • Technical terms being used.
  • Ambiguous formation of the sentences.
  • Use of negative words in the sentences.
Problem screens 1
Problem screens 2

Strategy

In order to build a hassle-free & a seamless experience for all the blue collar workers who struggle to find jobs, I defined a UX writing checklist that was eventually appreciated and followed by the entire organisation :

  • What (What is the problem)
  • Why (Why did it occur)
  • How (How to solve it)

Approaching the solution

Server Issue
Unsupported file format
Unserviceable location
Action not allowed
File not found
Incorrect input

User testing

As we continue to make improvements and add features to the app, there is constant interaction with our end-users for the purpose of testing and validation. Why, you ask? Well, the app must continue to grow user backwards. Constant user interaction, even after the app is built, ensures that we not only maintain relevance, but also double check the solutions with the real users.

Conclusion

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Pujashree Nayak

Pujashree Nayak

UX Writer | Researcher | Psychologist