Error Messages
Vague error messages are a source of both frustration and a productivity killer. Below are some examples of how I have utilized UX content to create a better experience.
My 404 Page
I hope that my 404 page makes a frustrating experience a little more fun. Click on the screenshot or this text link to experience the silly.
API Status Code Definitions
Many of the APIs returned status codes / error messages that made no sense. So I rewrote many of the error messages with explicit reasons why the API call failed.
BEFORE:
{
"code": "Traffic-1001"
"userMessage": "The rate limit is exceeded"
"systemMessage":"The rate limit is exceeded"
}
AFTER:
{
"code": "Traffic-1001"
"userMessage": "The number of requests made within a one hour period has been exceeded. Note that the limit is 5 requests per hour."
"systemMessage":"Only 5 requests per hour allowed. Rate limit exceeded."
}
Frequently Asked Questions (FAQ)
Almost all of my documentation contains a frequently asked question section of some kind. The FAQ not only live in documents but also on product pages too.
Documentation FAQ
Great user experience, in my mind, starts with trying to answer the customer's questions before they even know what to ask.
Product FAQ
Who, what, where, when, why. Answer those questions and your user experience points grow. See the SyncUP Kids Watch Product FAQ here .
UI Text
I've updated all types of web, microcopy, tooltips, and even email copy.
Tooltips and Microcopy on DevEdge
When a customer creates an account on T-Mobile's DevEdge website they have to choose between an Enterprise or Individual account. I added quite a bit of microcopy explanining the difference between accounts and a tooltip / warning letting the customer know that changing their account type was not going to be easy. This eased the confusion of customers as they went through the onboarding process.
Email
Sending emails used to be as easy as sending an image. Times change, however.
National University
When I first arrived at National University all the emails were sent out as images. This resulted in a user experience that simple showed an empty square where the image / email was supposed to render because the ISPs blocked images in emails. I redesigned all of the emails to have as much text in them as possible so we could maximize inbox deliverability and user experience. As a result email conversion rates grew by a record 12.26%. Here is a sample of one email.