CHALLENGE 14

Unknown Error

Scenario

A user is shopping using a price comparison app that boasts “real-time” pricing on items. As they are checking the price of an item, something goes wrong. The problem is unknown.

Challenge

Write a message that informs the user that they cannot access the app right now.  You cannot specify "why" the app doesn't work, and you also want them to continue using the app.

Headline: 30 characters
Body: 120 characters

Button(s): 15 characters

Goal

Acknowledge the issue and reassure the user that everything is okay.

Considerations

Even though we can’t explain exactly what happened, we should offer a general reason that’s more personal than “things happen”. In this case, I thought it might be fun to play on the app’s feature of “real-time” pricing. Of course, this would depend on the voice of the brand and how they typically engage with their consumer. (For this challenge, I went with the assumption that the brand is not too serious and can be playful with their writing.) The user will appreciate an apology so they don’t think that they have done something wrong.

Since the user is in the middle of a “real'-time” pricing search, they are eager to return to this time-sensitive activity and will feel empowered by a recommended action to help remedy the situation. In an actual scenario, this would require input from the tech team; for now, I went with a “refresh” action.

^ Back to top