Unknown Error
The Challenge
A user is shopping using a price comparison app that boasts “real-time” pricing on items. As they are checking the price of an item, something goes wrong. The problem is unknown.
Write a message that informs the user that they cannot access the app right now. You cannot specify "why" the app doesn't work, you also want them to continue using the app.
My Solution
This is a tricky one. Error messages are always irritating. But especially so when there’s no clear explanation of what went wrong or how to fix it. It can jeopardize the relationship with the user.
As the UX writer, it’s my job to write a soft landing for the bad news. The best I can do is let the user know what happened in simple terms – and to do it without sounding like a robot. (No ‘CX509 Errors’). This error message is clear and direct. It takes the blame (“we”). And it tries to inject a bit of humour into the situation.