Apologies for the confusion, but can error messages do better? Yes, let's look at the example I've encountered below.
What's the challenge?
Apologising too often for mistakes, can also be a mistake:
"Oops! Sorry, something went wrong."
The customer can assume that the app or website is too faulty.
Customers call in their queries.
The Customer Service team fails to cope with influx of incoming calls.
Service rating goes down, and the customer loses trust.
So, in my experience, an error message branches out to a number of operational problems like the ones mentioned above. However this also gives me opportunity to fix it.
What's the problem?
Currently, there's no function in the system that allows a customer to determine if the policy is still in force when picking a consultation type. There's only the "error" screen.
What's the solution?
In the meantime, I'll work with what we have and make a temporary solution.
Together with the product owners, we've come up with the initial copy which I polished later on.
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