You know, one thing about UX Writing is that it makes you notice things you normally overlook. The attention to detail, the need for accessibility and inclusivity. I enjoy that. Today is for writing an error message about something I have never thought of, and boy am I enthusiastic!
Scenario: A user is creating an account. When they come to the step where they are asked to enter their name, they get an error message. A fraud detection software thinks their name is fake — but it’s wrong 5% of the time.
Challenge: Write an error message that prompts them to fix the error without shaming them for having a fake-sounding name.
45 characters max
Not to be self-facing or anything, but as someone who puts tonal marks on my name, I kind of know what this user is going through. I’ve had instances where I had to type in my name without the marks just to make progress, and I’m glad someone somewhere knows this isn't right because this challenge is a reflection of that.
So, we have established that there’s a five per cent chance of this fraud detection machine being wrong, and this user inputted their real government name, but something is wrong. What is the next step?
Not blaming the user is one, proffering solutions is two and working on making this software better is the final step.
Options
Uploading identification documents for verification, utilizing the captcha method, using other means to set up this new account, e.g., emails or social media accounts, or asking the user to crosscheck what they’ve written.
Error message samples
Something is wrong. Please enter your name again.
Your name is unique. Please enter your name again and follow the instructions to create your account.
Your name is unique. Please, register here.
I will be going with sample three because it solves the problem perfectly within the confines of forty-five characters. The user is directed to a page that makes the registering process easier as expected.
