From:
DailyUXWriting
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Scenario: a user is shopping using a price comparison app that boasts “real-time” pricing. When they check the price of an item, something goes wrong. The problem is unknown.
Challenge: Write a message informing the user that they cannot access the app right now. You cannot specify "why" the app doesn't work; you also want them to continue using it.
Headline: 30 characters max
Body: 120 characters max
Button(s): 15 characters max
Headline: Hang on tight!
Body: Something broke on our end. Refresh and check back soon! You'll be comparing prices and saving in no time!
Buttons: Refresh/Close app
Why I chose this?
Friendly tone: The headline "Hang on tight!" conveys a positive and supportive attitude, helping to reassure users rather than frustrate them. It aligns with the app's brand voice, which likely values user engagement and trust.
Transparency without overexplaining: The body message acknowledges that the issue is on the app’s end without delving into unnecessary details. This maintains credibility while avoiding confusion or raising additional concerns.
Encourages action: The message suggests specific actions ("refresh and check back in a few minutes"), which empowers users and prevents them from feeling stuck.
Keeps the user engaged: The options "Refresh" and "Close app" let users choose to retry immediately or return later, which supports diverse user preferences while reinforcing that the app will work again soon.
Conciseness and clarity: The entire message stays within the specified character limits while providing all necessary information, ensuring a smooth user experience during an otherwise frustrating moment.
Conclusion
This messaging balances professionalism and friendliness while encouraging continued app use. By offering actionable suggestions and maintaining a reassuring tone, it minimizes user frustration and keeps them engaged.
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