UX Writing #3

This one is so common…

We all have encountered and continue to encounter this. Multiple times, sometimes in a single day.

Interestingly the brief is specific that the user has entered a “wrong email address.” Though in reality (more below) not many sites give specific feedback whether the email ID is wrong or the password.

Those sites which progressively disclose (and validate) the form of entering the username and then the password seems better in case of exceptions like this, though it seems to have an extra click (1 for username and another for password) as against when you show both the fields and 1 click validate both.

Did a bit of research (used the same email id to log in) as to how its implemented today (26 Feb 19) in various sites.

Though the scope is just on the error message, I found a lot of other interesting differences (how the error message looked) in each experience of this exception.

Amazon

Difficult to miss that something went wrong

Evernote

Easy to miss that an error has occurred

Intuit(Mint)

Found this, hmmm, vague

New York Times

What went wrong, username or password?

Paytm

What went wrong, username or password?

Trello

Easy to spot

Yahoo Mail

The error message could be more simple

Zomato

Clear and precise with concise CTA

Out of a sample size of 8, half of them (Zomato, Yahoo, Evernote, Amazon) used progressive disclosure, first user name followed by the password. How simple it would be if everyone followed the same pattern.

4 (Amazon, Evernote, NYT, Trello) used the term “account” to associate email address, in the error message.

Would be interesting to know the pros and cons of each approach and if there is some data behind deciding which one to use.

To summarize all the error messages —

There was a problem. We cannot find an account with that email address. (Amazon)

There is no account for the email or username you entered. (Evernote)

Hmm, that didn’t work. Let's get you back into your account. (Intuit, Mint)

The email address or password you entered, don’t match any NYTimes account. Please try again. (NYT)

Please enter valid username and Password (Paytm)

There isn’t an account for this email. (Trello)

Sorry, we don’t recognize this email. (Yahoo)

This email id is not registered with us. Please sign up. (Zomato)

Among these, I found the error message by Paytm and Zomato to be the most succinct. And this style is what I want to explore further.

Assumption — The form is of progressive disclosure and input. First Username/Email and then Password.

Version — ONE

The email entered is not valid.

Version — TWO

Please use the email used to register.

Version — THREE

Email is not valid, please reenter the correct one.

Version — FOUR

Email entered is not registered with us. Register now.

It’s fascinating how common this error instance and yet there is no common experience to the end user.

Which ones from the examples and versions do you prefer and why?