Internet Explorer error message
The problem
Compare the Market no longer supports Internet Explorer (IE).
Customers using IE wanting to access Compare the Market will see an auto-error message explaining the issue and what action the customer needs to take. Incorrect copy can lead to frustration and confusion for the customer.
My role
I was the sole UX writer and established what information was needed to convey, the context in which this information sits and a time frame.
The solution
An error message banner was designed informing customers using IE to change their browser and the reason.
The final live version
How did we arrive at the solution?
Error messages need to be informative and reassuring to the user. I conducted a competitive analysis identifying other ‘unsupported browser’ error messages and found them to be 2 – 3 sentences maximum, informed the user it was not their fault and gave the option to move forward.
After designing a few messages, the lead designer and I decided on one that we thought was the most informative, concise and friendly.
We validated our choice through an unmoderated study with users. Feedback from these sessions supported our hypothesis that the message was clear, informative and most importantly users understood the message and what they needed to do next.
An early draft
An early draft
An early draft
An early draft
An early draft
An early draft
An early draft
An early draft
UX research on banners
UX research on banners
UX research on banners
UX research on banners
UX research on banners
What challenges did I face?
During ideation, I wrote various messages that were not used. These were either not informative enough, too vague, or too wordy.
What did I learn?
Using data to guide my decision-making.
Conducting user testing to support my and the lead designer’s preferred choice. Taking this research on board for future error message writing.