Error messages are a common part of online interactions but often fail to provide useful guidance. At Wix, an initiative dubbed "Errorgate 2021" aimed to overhaul thousands of error messages to enhance user experience. Key points discussed in the initiative include characteristics of bad and good error messages, the process of revamping them, and lessons learned.

Characteristics of a Bad Error Message:

• Inappropriate Tone: Using a casual tone when addressing serious issues can undermine user trust.
• Technical Jargon: Confusing language should be replaced with clear, non-technical explanations.
• Passing the Blame: Messages should focus on solutions rather than blaming third parties or users.
• Genericness: If the cause of an error is known, it should be communicated clearly to the user.

Characteristics of a Good Error Message:

• Clarity: Clearly state what happened and why.
• Reassurance: Inform users what aspects remain unaffected.
• Empathy: Use polite language where appropriate to show understanding.
• Guidance: Offer steps to resolve the issue and provide contact options for unresolved problems.

Process of Revamping:

• Content Review: Wix reviewed 7,643 error messages to identify unhelpful ones.
• Collaboration: Developers, product managers, UX designers, and writers worked together to improve error messages.
• Use of Tools: Tools like Monday.com were used to track error message updates and set priorities.
• Iterative Prioritization: Frequent errors blocking user flow were addressed first.

Lessons Learned:

• Generic vs. Unclear: The initiative highlighted the need to address both unclear and generic messages.
• Shared Responsibility: Error handling is a collective responsibility across all departments.
• Proactive Approach: Future efforts should involve proactive planning and learning opportunities.
• Empowerment: UX writers are now empowered to challenge generic error messages.

Changes Implemented:

• Cross-Functional Teams: Established to focus on comprehensive error handling.
• Post-Launch Reviews: Errors are now reviewed a month after a product launch for better insights.
• Continuous Optimization: Ongoing reviews ensure error messages remain effective.

Through collaborative effort, Wix significantly improved error messages to align with their user-first values, enhancing overall user experience.