Balancing sensitivity and security
This case study looks at my approach to user-centered error copy that not only inform users of access limitations but also guide them through actionable steps to resolve these issues.
─────────⊳⋆⊲──────────
Scenario
Hubstream is often used to track cases that are sensitive in nature, especially when it comes to child protection and confidentiality. To abide by the legal requirements, there are strict access restrictions in place and users without the necessary permissions will often encounter errors when trying to access something. When a user shares a link with someone without permissions, the recipient won't be able to view the page.
The team needed a generic error message that informed users about the issue (they were trying access a page they didn't have permissions to view). However, a generic message for both the scenarios would not have helped the user get to the root of the issue. So, I proposed that I write an error message that meets the user needs - informs them about the exact issue and suggests next steps.
My role was to develop message, and buttons copy that adhered to the best practices. I also contributed to the design.
Copy considerations
Persona identification
The primary persona is a professional investigator or case manager who relies on Hubstream for daily operational tasks. This user values efficiency, accuracy, and reliability. They have a moderate to high level of technical proficiency but limited patience for interruptions in their workflow.
Tone of voice
Empathetic - When cautioning users about potential issues, we need to understand and empathize with their current state-of-mind.
Warning and error messages usually pop-up when a user is performing an action, disrupting their workflow. Such messages should clearly:
-
Signal that there's an issue.
-
Explain the nature of the issue and its cause.
-
Guide the user on what to do next.
Copy
The user lacks permissions
1. Error message - Oops! Permissions needed. Refresh the page or contact support for assistance.
2. Buttons - Retry and Contact support
Initial design with placeholder content
Improved and user-centered content
──────────⊳⋆⊲──────────