Error messages
Errors cause frustration, confusion and more work. So when they are needed, we present straightforward messages that let users know what happened and what they can do about it.
Defining the error
The most detailed error message consists of three parts:
- What happened
- Why it happened
- How to fix it, or where to go
We aim to avoid vague error messages like "Something went wrong." If possible, provide clear reasons for the error. However, when multiple causes exist, we may need to be less specific. Our goal is to guide users to the next step, preventing them from getting stuck. Use links or buttons to help fix the error or direct them to a relevant page to start over.
The anatomy of error messages
| Component | Example |
|---|---|
| What happened | Can't identify with BankID |
| Why it happened | The name in your BankID doesn't match the name of the recipient of this parcel. |
| How to fix it | You need to change the pickup location to a service point and pick up the parcel there with Photo ID. |
More examples:
What happened
| English | Swedish |
|---|---|
| Payment failed | Betalningen misslyckades |
| No results found | Inga sökträffar |
| Can't share parcel | Kan inte dela paket |
Why it happened
| English | Swedish |
|---|---|
| You need to be a company administrator to change or terminate the contract. | Du behöver vara företagsadministratör för att ändra eller avsluta kontraktet. |
How to fix it
| English | Swedish |
|---|---|
| Try again later | Försök igen senare |
| Log in or create an account | Logga in eller skapa ett konto |
| Double check your search for typos | Se om du har stavat sökningen rätt. |
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