Helpful tips

• Before drafting an error message, consider how you could improve other elements of the experience to prevent the error in the first place.
• User helper text or information banners to prevent users from getting an error.
• When constructing your own error messages, place error messages in proximity to where the error is triggered, both in the UI layout and moment in the flow.

Best practices

Make it actionable

Errors should explain what happened in simple words and what the user needs to do next.

Be clear

• Use simple language to explain what happened and what users can do about it.
• Only communicate technical details of the error if users need to know.

Be brief

• When an error is presented as a toast notification, it only stays on the screen for a short amount of time and can be hard to read. Avoid using multiple lines of text.
• If the message is too long and needs more explanation, consider adding a link that guides users to a help article.

Be helpful

If possible, provide a one-click fix. If that’s not possible, offer troubleshooting instructions, or link to a help article (if applicable).

Be specific

• Reassure users that the situation is controlled and manageable. If you can’t provide exact info, try to be transparent about it.
• It’s important to be clear and specific, but there will be times when we do not know what the exact problem is. In these cases, it’s okay to keep the message generic, e.g., “Something isn’t working. Try again later.”
• Use precise numbers and dates.

Be understanding

Use understanding language to explain an error or a limitation.

General errors

In situations where we can’t offer a clear solution or the exact cause is unknown, “Something went wrong” is sometimes all that we can tell the user. In this case, use “Something went wrong” as a title. If there is body text or space to offer more information, use it to help the user as much as possible.

Tone

Match the tone to the severity of the issue. For more details, see Content.

Do

• Do use simple words and language to explain the errors to users.
• Do avoid blaming users for the error.
• Do use passive language if it helps to avoid blame or sound less urgent and intimidating.
• Do address users with a calm and respectful tone. Use “please,” “thank you,” and “sorry” when appropriate, but do not overuse them.

Do not

• Do not use intimidating, or technical words in error messages.
• Do not use internal Jack Henry terms.