Establishing a Unified Error System
Establishing a Unified Error System
Inconsistent error messaging made it difficult for users to understand issues and slowed down support resolution. A streamlined error code system was introduced to improve clarity while protecting sensitive information. Codes were integrated into existing UI patterns to maintain a simple, secure experience across the platform.
Inconsistent error messaging made it difficult for users to understand issues and slowed down support resolution. A streamlined error code system was introduced to improve clarity while protecting sensitive information. Codes were integrated into existing UI patterns to maintain a simple, secure experience across the platform.
Establishing a Unified Error System
Inconsistent error messaging made it difficult for users to understand issues and slowed down support resolution. A streamlined error code system was introduced to improve clarity while protecting sensitive information. Codes were integrated into existing UI patterns to maintain a simple, secure experience across the platform.
Identifying Gaps in Error Messaging
As new security features were rolled out, I noticed recurring inconsistencies in how error messages were handled across onboarding and authentication flows. From a security perspective, revealing specific details such as ‘email already registered’ risked exposing user data to bad actors. At the same time, vague messaging made it difficult for Member Services to diagnose issues and support users effectively.
Identifying Gaps in Error Messaging
As new security features were rolled out, I noticed recurring inconsistencies in how error messages were handled across onboarding and authentication flows. From a security perspective, revealing specific details such as ‘email already registered’ risked exposing user data to bad actors. At the same time, vague messaging made it difficult for Member Services to diagnose issues and support users effectively.
Designing a Unified Error System
While mapping these error states, I saw an opportunity to consolidate them into a unified system. I collaborated with the Tech Lead and Member Services team to align backend logic with frontend messaging, resulting in the introduction of numerical codes within each error message. This enabled support teams to quickly pinpoint specific issues without exposing sensitive information.
Designing a Unified Error System
While mapping these error states, I saw an opportunity to consolidate them into a unified system. I collaborated with the Tech Lead and Member Services team to align backend logic with frontend messaging, resulting in the introduction of numerical codes within each error message. This enabled support teams to quickly pinpoint specific issues without exposing sensitive information.
Enhancing Clarity Without Disrupting UX
From a design perspective, I integrated the codes into the existing error state components to maintain visual consistency and minimise disruption to the user experience. This also kept error messages concise, secure and scalable across future flows.
Enhancing Clarity Without Disrupting UX
From a design perspective, I integrated the codes into the existing error state components to maintain visual consistency and minimise disruption to the user experience. This also kept error messages concise, secure and scalable across future flows.
Impact
📉 Reduced support tickets related to MFA and account access
⏱ Improved resolution times for security-related issues
🧱 Established a consistent, scalable framework for future error handling
⚖️ Balanced security with support efficiency and clear user communication
Impact
📉 Reduced support tickets related to MFA and account access
⏱ Improved resolution times for security-related issues
🧱 Established a consistent, scalable framework for future error handling
⚖️ Balanced security with support efficiency and clear user communication
