Designing for exception scenarios
Why alternative paths deserve design attention
No one likes to experience a “No”. Rejection and acceptance however are two sides of the same coin. In any interaction, where there is criteria based acceptance, there is by definition, also a rejection path. I classify three types of rejection paths along a spectrum and reflect on implications of each path for experience design.
Firm (general, immutable)
Anchoring one end of the spectrum is the firm “No” — as in the “No means No” type “No”. This is common in mass-transactional and compliance scenarios. The focus here is clarity and command. A “no” signal is communicated directly and unambiguously. The messaging is concise and closes avenues for interpretation or retry.
Examples include: traffic signs (No Entry), safety areas (Authorized Personnel Only), cordons (red tape), red light (stop means stop) or 403 Forbidden error we see on web pages. Commandments (“thou shalt not steal”) and conditions (e.g. no hats allowed, cheques not accepted etc.) are count in here.
Implications for Design
The experience of this type of “no” is usually impersonal because it applies to the general public. Nevertheless, it is a powerful control mechanism and for this…
