Frontend Stories

Why are more user-friendly error messages important?

When a user interacts with an interface in an unintended way, some errors may be generated. In these circumstances, the interface's response may fall somewhere between a "friendly apology" or a generic uninformative response.

Overview

When a user interacts with an interface in an unintended way, some errors may be generated. In these circumstances, the interface's response may fall somewhere between a "friendly apology" or a generic uninformative response. Are we more tolerant of a computer that apologizes?

Some research has shown that users will spend more time interacting with a system that provides emotional responses than with a system that provides generic feedback. For example, Nass showed that users who received flattery from a computer thought the interaction was more pleasant than users who received generic feedback (Nass, 1997). Meanwhile, Tzeng found that apologetic responses gave users a better impression of the overall interaction with the system (Tzeng, 2004).

According to WIX, a good error message explains what happened and why, provides reassurance, is empathetic, helps the user fix the issue and gives the user a way out.

Main takeaways

  1. Flattering responses provide a more pleasant interaction than generic messages.
  2. Apologetic responses give users a better impression of the overall interaction.

Evidence and further readings

Here you can find a list of references to dive deeper on the subject.