There’s nothing we can do about software breaking (well we can, but let’s assume somebody is already working on that part). All we can do is own it when things go wrong. Adding an illustration takes your product from saying “You’re on your own.” to “I got your back.” It’s a chance to talk to your user. Illustration creates an intimacy that communicates sincerity in saying “we’re working on it” or “we understand that this software is your livelihood”. It’s an opportunity to take your user out of a frustrating situation, and lead them back into a positive experience.
We moved AS into a dedicated module which is always visible on desktop, and has a floating button on mobile. This provided obvious, persistent access to our most powerful search tool. Mobile search became a full-screen takeover, with the understanding that users would be in a binary situation: modifying query parameters, or browsing results. Supporting both on a small screen is futile.