User-friendly error messages
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
- Flattering responses provide a more pleasant interaction than generic messages.
- 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.
- Jeng-Yi Tzeng. 2004. Toward a more civilized design: studying the effects of computers that apologize. Int. J. Hum.-Comput. Stud. 61, 3 (September 2004), 319–345.
- B.J. Fogg, and C. Nass. “Silicon Sycophans: The Effects of Computers That Flatter.”International Journal of Human-Computer Studies
- Jenni Nadler, Wix, 2022