Error Messages: Being Humble, Human, and Helpful will make users Happy
summary
Distills error types into user errors vs system errors, then prescribes three concrete rules — be humble, be human, be helpful — with examples: Netflix apologizes; an image-upload error gives exact pixel limits and a clear “try a different image” action; Chrome’s 404 shows empathy but omits next steps. Advises multi-channel signals (color plus icon), short active writing, put object first, and testing copy against a nontechnical user (the “grandparent” test) to restore trust and reduce repeat errors.
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chapters (13)
- 0:00Introduction
- 1:37Overview
- 1:57User Error
- 2:30System Error
- 3:17Good Error Messages
- 4:04Being Humble
- 4:53Netflix
- 5:42Exception
- 6:22Problem
- 9:17Animal Control Alert
- 10:33Something went and got goofed
- 11:22Limitations of error messages
- 13:51Summary
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