Product Sense Pushups: Crisis Management — Error States and Recovery

Slack prioritizes the usability of their app even when erroring out, by showing loading animations at the top on mobile, or a small “Slack is trying to connect” notification on desktop when there is no internet. Failures show a small toast that allow you to retry easily. This clearly prioritizes being non-intrusive and allowing you to look at the chaced information as much as possible.

When compared to a banking app (SFCU in my case), they prioritize safety and ust maintenance by never showing data that may be out-of-date, and being very clear about the error and what that is stopping you from doing. You wouldn’t want to use money you do not have, for instance. SFCU routinely goes under maintenance, and there is a banner that informs you of when the service interruption would take place and what services would be affected.

Uber prioritizes ride completion by picking a middle ground. That is done by showing the error and stopping the transaction, but allowing the user to easily retry.

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