Fraudulent Name Error
The Challenge
A user is creating an account. When they come to the step where they are asked to enter their name, they get an error message. A fraud detection software thinks their name is fake—but it’s wrong 5% of the time.
Write an error message that prompts them to fix the error without shaming them for having a fake-sounding name.
My Solution
Lead with empathy. It’s possible for fraud detection to incorrectly flag a real name. Names are a sensitive issue and people with unorthodox names are long-suffering. Because of this, the error message is direct about what’s wrong, but also respectful.
Take on responsibility. The pronoun “we” tells the user that the problem’s on us, not them.
No dead ends. The user’s always right but this could still be a bot, so we can’t just let them opt to bypass the error. We have to give them a go-around. In this case, they can try logging in with an existing social media account.