Yay! Welcome to the penultimate task of the 15-day UX writing challenge. In all sincerity, the past 14 days have been exciting for me. So, let’s get into today’s task. I am required to create an error message for an unknown error.

Scenario: A user is shopping using a price comparison app that boasts “real-time” pricing on items. As they are checking the price of an item, something goes wrong. The problem is unknown.

Challenge: Write a message that informs the user that they cannot access the app right now. You cannot specify “why” the app doesn’t work, you also want them to continue using the app.

Headline: 30 characters max

Body: 120 characters max

Button(s): 15 characters max

Ideation process

If you have been following me on this UX writing challenge, you will observe that there’s been a couple of tasks about error messages. This indicates error messages are common in the digital world.

So, the aim of this microcopy is to reduce users’ frustrations and not contribute to them. In writing an error message, the rule of engagement is telling the user why the error occurred. However, in this situation, that information is not available. Regardless, I can tell the user what happened, what we are doing to resolve it, and what they can do to help from their end.

What do you do when you don’t know what went wrong and whose fault it is? Be direct, take the blame, and give assurance of a solution. This is not really the time to make unnecessary jokes because it may get on the wrong side of the user.

Voice and tone

1. Direct
2. Helpful
3. Assuring

Result

I came up with two solutions and I’d let you be the judge of which one of them you prefer. I have my bias, but this isn’t for me to choose but for potential users like you.

I stated what happened, i.e. I didn't keep the users in the dark about why the real time prices aren’t showing. Also, I reassured them that help is on the way and I concluded that by showing a way out. However, I ensured that this downtime in the app doesn’t encourage them to dump the app. I provided them with a CTA that will keep them within the app.

Check out my two options below:

Option 1

Option 2