newagencythe:

A few thoughts on design and copywriting for good/bad error messages, nicely illustrated by this craptastic example from Citibank’s online banking service.
Error messages need to look important. Customers don’t expect to see an error message when they are using your service, and you are interrupting the experience they were expecting to continue when the error occurred. Displaying a small, subtle error message can suggest to the user that you don’t care about the error as much as the user does. It can also suggest that you’re not taking the error seriously or not working on a rapid solution.
What caused the problem? It’s not enough to display the same error message in every situation, you need to be as specific about the cause of the problem as possible, such as explaining that the problem is with a particular section or function of your service, that its affecting certain kinds of user or certain geographical reasons, that it’s a problem caused by the user or a problem caused by the service owner, or a supplier. 
When will it be fixed and how will the customer know? Saying “try again later” in this Citibank example suggests you’re putting the onus on the customer to keep trying rather than being proactive about resolving it and letting the customer know it’s fixed. It may also suggest that you don’t really care about resolving the issue in a timely manner. If you’re able, allow the customer to leave their email address or mobile number so you can send them an email or a text when the problem is resolved.  
No error numbers. There’s no need to display an error number on a user-facing error page. It made sense in ye olden days before services were delivered over the cloud, but these days if a user reports a problem to you, you should have the error logged and be able to see it yourself. Error numbers make your customers feel like a number. And that’s not good.
Apologise like you mean it. Citibank is a bank, albeit not a very good one, and we know banks are lousy at apologising to customers, but the word “sorry” written by some anonymous developer years in the past doesn’t suggest that you’re a valued customer whose time has been wasted, and that Citibank’s going to try harder next time. Apologies mean more when they have a name and title attached, ideally a senior name and title. A headshot photo adds further weight. A link to a customer satisfaction survey gives you an opportunity to discover whether this is a frequent problem for your customers and does a lot to diffuse the dissatisfaction that might otherwise result in a letter to the editor of a newspaper… or a blog post like this one.

newagencythe:

A few thoughts on design and copywriting for good/bad error messages, nicely illustrated by this craptastic example from Citibank’s online banking service.

  1. Error messages need to look important. Customers don’t expect to see an error message when they are using your service, and you are interrupting the experience they were expecting to continue when the error occurred. Displaying a small, subtle error message can suggest to the user that you don’t care about the error as much as the user does. It can also suggest that you’re not taking the error seriously or not working on a rapid solution.

  2. What caused the problem? It’s not enough to display the same error message in every situation, you need to be as specific about the cause of the problem as possible, such as explaining that the problem is with a particular section or function of your service, that its affecting certain kinds of user or certain geographical reasons, that it’s a problem caused by the user or a problem caused by the service owner, or a supplier.
     
  3. When will it be fixed and how will the customer know? Saying “try again later” in this Citibank example suggests you’re putting the onus on the customer to keep trying rather than being proactive about resolving it and letting the customer know it’s fixed. It may also suggest that you don’t really care about resolving the issue in a timely manner. If you’re able, allow the customer to leave their email address or mobile number so you can send them an email or a text when the problem is resolved. 
     
  4. No error numbers. There’s no need to display an error number on a user-facing error page. It made sense in ye olden days before services were delivered over the cloud, but these days if a user reports a problem to you, you should have the error logged and be able to see it yourself. Error numbers make your customers feel like a number. And that’s not good.

  5. Apologise like you mean it. Citibank is a bank, albeit not a very good one, and we know banks are lousy at apologising to customers, but the word “sorry” written by some anonymous developer years in the past doesn’t suggest that you’re a valued customer whose time has been wasted, and that Citibank’s going to try harder next time. Apologies mean more when they have a name and title attached, ideally a senior name and title. A headshot photo adds further weight. A link to a customer satisfaction survey gives you an opportunity to discover whether this is a frequent problem for your customers and does a lot to diffuse the dissatisfaction that might otherwise result in a letter to the editor of a newspaper… or a blog post like this one.



Some people like novelty; some don’t. But everyone has to get on board for a new approach to work.




How could UX professionals practice? How would we constantly hone our skills? We studied what these other professionals did to learn what we might borrow from their practice of practicing.

There are different layers of user experience – these layers sit on a continuum between the pixel and the person.

Every successful pitch starts with good self-knowledge. What is it that you want to achieve by making your portfolio, what should be the idea that you want to install in the mind of the viewer?


Just finished this painting for my friend Ali. Oh, how I wish I had a better camera to show the color better. Sad face. But still pretty awesome.

Just finished this painting for my friend Ali. Oh, how I wish I had a better camera to show the color better. Sad face. But still pretty awesome.


I drew a pineapple!


Thoughts on art

Good art strives for something. It alludes to a deeper story, inviting the viewer inward, to do more than look, but to find a part of the self there. It is the purpose of art to invite and hold our attention to a part of our inner mechanics that is hidden under layers of ordinary. It hints to something better than our own dreams, at once more vivid and yet more impossible. The story must be one that is ultimately hopeful or our imagination will become hardened against the reality we live in rather than the fantasy we require to be soulful creatures. It is our unrelenting humanity that brings us to crave art as a respite for decay, and if it does not do this, it is worse than not good, and destroys the humanity it was created to enhance and protect.