How can you create effective feedback for user errors?

1 Define the problem

The first step to create effective feedback for user errors is to define the problem clearly and accurately. You need to understand what caused the error, how it affects the user's goal, and what the user expects from you. You can use user research, analytics, testing, and feedback to identify the most common and critical errors in your product or service. You can also use personas, scenarios, and user journeys to empathize with your users and their contexts.

2 Choose the tone and voice

The second step to create effective feedback for user errors is to choose the tone and voice that match your brand personality and your user's emotional state. You want to be respectful, helpful, and human, not blameful, sarcastic, or robotic. You also want to be consistent and coherent across all your touchpoints and channels. You can use a style guide, a tone matrix, or a voice chart to define and document your tone and voice guidelines.

3 Write the message

When creating effective feedback for user errors, the third step is to write the message that informs, instructs, and reassures your user. Keep it concise, clear, and specific, avoiding vagueness, wordiness, or jargon. Also, be positive, proactive, and supportive rather than negative, passive, or dismissive. To write your message, use the following structure: acknowledge the error and apologize if needed; explain the reason and consequence of the error; provide a solution or next action for the user; and offer additional help or resources if available. For example, instead of "Invalid password. Try again.", you can write "Sorry, that password is incorrect. Please check your spelling and caps lock. If you forgot your password, you can reset it here."

4 Design the interface

The fourth step to create effective feedback for user errors is to design the interface that displays your message in a visible, accessible, and appropriate way. You want to use the right elements, such as labels, icons, colors, and sounds, to convey the severity and urgency of the error. You also want to use the right placement, timing, and animation to attract the user's attention and guide their action. You can use design systems, patterns, and best practices to ensure your interface is consistent and usable.

5 Test and iterate

The fifth step to create effective feedback for user errors is to test and iterate your message and interface with real users and data. You want to measure the effectiveness, efficiency, and satisfaction of your feedback using qualitative and quantitative methods, such as usability testing, surveys, interviews, and analytics. You also want to refine and improve your feedback based on the insights and feedback you gather from your users and stakeholders. You can use tools, frameworks, and processes to plan, conduct, and analyze your tests and iterations.

6 Learn and share

The sixth and final step to create effective feedback for user errors is to learn and share your findings and outcomes with your team and your community. You want to document your process, results, and recommendations in a clear and actionable way. You also want to communicate your value, impact, and challenges in a compelling and engaging way. You can use reports, presentations, stories, and case studies to showcase your work and learnings.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?