How to Scare Users with Your Software
The way you handle errors and issues in your software might explain why users are literally afraid of using it. Therefore break it down to three simple rules to follow in order to make life easier for your users and yourself.
Keep It Short and Simple (KISS).
The famous KISS principle also makes it to the top rules for error handling. There is no need for giving the user an elaborated error description, which only complicates things for them. Often times a short message which answers the following three questions is sufficient enough.
- What happened?
- Why did it happen?
- How can I solve it?
First, describe what type of error occurred and shortly say why. If you cannot answer the why, just let that piece of (non-)information out. Then, offer a way to guide the user to solving the problem - either on their own or give them the possibility to contact your support team if the issue at hand cannot be solved otherwise. Give clear and easy instructions to follow. And pretty please, be polite.
Be consistent.
Your error messages should always follow the same pattern. Not only concerning the wording but also the design. Plus, error messages should always be clearly distinctive in e.g. their color scheme. Make sure the same color scheme is used throughout the whole system. If the user once got used to seeing error messages and the first few that popped up where pretty manageable, they do not immediately get as scared if one day there is a bigger problem showing up. Consistency in this case can assure the user of being able to solving the occurring issue one way or another.
Spare me the details.
Redundant information, random error codes, or even error pop-ups that do not exactly state the problem in the first place? Leave it out. If an error occurred, let's say in the backend, and there is nothing the user can do about it or better, they are not even affected by it in the first place: Drop it. Keep in mind, it's still necessary to log these issues behind the scenes for technical support and/or developers.
Error messages stating the obvious are redundant and should not let the user suffer a panic attack for no reason. So better just say nothing in that case, you would only spook the user.
Why do Users get Scared?
There are many systems out there which are ridiculously famous for their bad error handling techniques. Some of them even directly blame the user for causing the error: "You opened the wrong file". This is scary, especially for novice users. We all know that one famous claim uttered by someone's grandma: "Oh no, I think I broke the internet." Right, it seems funny at first, but putting yourself into their shoes, it truly is very frustrating not knowing what to do and not understanding what just happened.
Other tools use complicated tech-language in their messages which is everything but helpful for users. Also, random error codes or other vacuous information being displayed can totally creep the users out so that they never feel comfortable again to use the software.
If users become overwhelmed by jargon, too much non-sense information, or the same useless error message popping up every minute, they will eventually start hating the software due to the constant suffering from a very bad experience. Which, in the end, will turn out that the joke's on you.
