Error States
Everything doesn’t always go as planned. Design for negative states and support when errors happen
Principles at a glance
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01
Integrate proactive troubleshooting
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02
Design for negative flows
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Principles in action
Integrate proactive troubleshooting
Principle 01
The fear of making a mistake is a top concern for most last-mile users, especially when it comes to their money, and this fear often inhibits usage. By incorporating proactive troubleshooting, you’ll build toward a continuously supportive environment that enables user confidence, reduces errors, and fosters long-term engagement.
Principle 02
Design for negative flows
For many last-mile users, a typo or incorrect field not only leads to an error screen but a complete drop-off. Meet users in those low moments of confusion and frustration by designing negative flows with empathy: prevent user errors before they happen, suggest alternatives when a user gets stuck, and help them bounce back to get the most from your product.
Explore other moments
in Product Architecture
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Homepage
Simplify your homepage and contextualise it to your user’s journey
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Navigation
Guide users toward what they need most
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Visual Language & Tone
Keep your visuals approachable and friendly
