Daily UX Writing Challenge: Day 12
Account Creation Error Message
Welcome to Day 12 of my 15-day UX Writing Challenge. Today’s task is to create an error message a user might encounter during an account creation process.
UX Writing Challenge: Day 12
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
This is a tough one because, technically, the user has hit a roadblock. They can’t move forward in the experience. There isn’t much a UX Writer can do to solve their problem. And to make the task even more challenging than it already is, we have just 45 characters to let them know what they need to do next. Tough, huh?
But challenging tasks like this help build those UX writing muscles.
So… let’s dive straight into my process.
My Thought Process
The first thing I did was brainstorm the key goals the message needs to achieve. Which are:
- Let the user know that something is blocking the account creation process (without shaming them or making them feel like a fraud)
- Inform the user about what they need to do next to move forward in the experience.
Depending on the type of product the user is interacting with, here are some possible ways to help them move forward:
- By asking them for an ID to verify their identity
- By asking them to contact support
- By offering them alternative sign-up options such as Google, Apple, and Facebook (given the tight character limit, this option is off-limits).
And as the brief doesn’t specify the type of product the user is interacting with, I had the freedom to choose any of the first two options. However, I decided to go with the first option for two reasons:
- User side: It gives the user the freedom to sort out the issue at their own convenience
- Business side: It reduces the number of calls to support, thereby reducing running cost
My Solution
Message
“Please upload an ID to verify your name. Upload”
I used a polite yet straightforward tone to convey empathy and clarity.
The inline error message draws the user’s attention to the issue with their name that’s blocking the account creation process. But rather than focusing on the problem, the text focuses on the way forward by offering a solution.
Finally, the message ends with a call-to-action (Upload), encouraging them to upload their ID.
That’s all for day 12! Three more UX Writing tasks to go. Subscribe to my email list to get an email when I publish the next one.
