Balancing sensitivity and security

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. 

Another scenario is users trying to access investigation that no longer exists (for example, bookmarked deleted cases) or using an incorrect ID.

The team needed an error message that informs the user about the issue and suggests the steps they can take. However, a generic message for both the scenarios won't help the user get to the root of the issue. 

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:

1. Signal that there's an issue.

2. Explain the nature of the issue and its cause.

3. 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