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October 24, 2008

Giving users a clue

Now that I am all fired up about usability after UI13, I am particularly annoyed when a company can't provide a decent error message.  While purchasing a ticket on AirTran, this is the error message I received when trying to make a payment by credit card.

Airtran_payment_error Does this improve my user experience or create a more positive perception of their brand?  I don't think so.  Please, test your forms and read your error messages and make sure they makes sense to the user.  Granted, I figured this one out - but why would they make the decision to display that text instead of, "Please check your credit card number, it seems invalid so you may have entered it incorrectly. If it appears correct to you and you're still having trouble, a customer service representative can be reached at etc..."

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Authors

  • Dave Coriale
    President of DelCor
  • Brian Sheehan
    Vice President, Network Systems & Support

Books We're Reading

  • Dave - Paul Zollo: Conversations with Tom Petty