Error Messages | writing portfolio

ERROR MESSAGES

Drafting clear and helpful error messages on a mobile application login to guide users towards the right path.

Role: UX writer

Tools: Google Docs, Confluence

Skills: Writing and editing, competitive research

Team size: 1

Timeline: 1 week

Outcome: Implementation of new error messages

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PROBLEM

Error messages in a new mobile application at Ephesoft did not follow a consistent or user-friendly format. Some messages were repeated across multiple conditions, leaving users confused as to how to resolve them.

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SOLUTION

I proposed to write new microcopy for error messages that would provide clear solutions and a seamless user experience.

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PROCESS

I requested a list from our Engineering team of all error messages implemented in the mobile application, and their associated triggers.

After reviewing the original messages, I drafted revised content for problematic messages in Google Docs. This was based on the following:

Best practices for registration and login
OWASP guidelines for authentication
Competitve research

With the new messaging, users easily understood what issue they were experiencing, and were provided the solution.

I reviewed this messaging with our Product and Engineering teams, and made minor changes based on preference and functional limitations.

Here are some examples of before and afters:

BEFORE

Username is invalid

Invalid verification code

AFTER

Enter your email address in the format: name@example.com

If that email address is in our database, we will send you an email to reset your password.

The temporary password you entered does not match the code we sent, or it has expired. To request a new temporary password, contact support@email.com.

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IMPLEMENTATION

The new error messages were launched.