Error handling in apps like Slack, Uber, and those in banking isn’t simply about providing a feature to express that there’s an “issue”, it should be about a reassuring experience, letting the user feel safe that the issue will be resolved soon. Well-written error messages are inviting, friendly, and a pathway to resolution! Letting the user know hope is on the way (as opposed to cold, technical content).
A good example I find myself thinking of a lot is Google’s Dino Run Game, which, although it doesn’t have anything to do with the apps mentioned above, I feel is a good example of what error messaging in multiple apps should aim for: being informative, intuitive, and maybe sometimes a little interactive? Like a game (if it is possible to integrate)
What happens in Slack?
In Slack, if a user can’t send a message, the app will provide this message: “Slack is trying to reconnect so messages can’t be sent yet,” or, “No connection. You will be able to send messages as soon as you are back online.” This is much more comforting than an esoteric error code or simply no message at all!
Problems with Uber?
When using Uber,if a user hasn’t successfully completed a ride request a message like, “we are having trouble completing your request at this time” pops up or “Please try again or visit our help center for support”which is extremely helpful as it directs the user towards a solution in the face of the application being stuck.
Yape and BCP , error handling in banking apps from Peru
Banking applications need to realize their messaging requires an even larger emphasis on how critical it is in moments of payment errors. Messaging should be clear, calm and empathetic. Some examples I can think of, banking apps based in Peru (because I am from there) are Yape or BCP, which sometimes are reassuring with their messages:
“We have experienced a problem on our end and we would appreciate you trying again later. (Yape – Image 1)
“If the problem persists, you can always put through your transactions via Internet Banking or use Yape.” (BPC – Image 2)
Conclusion
In general these error messages help users to feel more supported as they mitigate frustration, preserve trust, and motivate users to continue using the app specially with all the anxiety that one may feel at the moment! When one’s money is at play, these kinds of errors should be written with empathy, making users feel cared about, to create long-term loyalty!
