UX Writing #9
Informing a user that their credit-card has expired, while they are trying to rent a car.
This is a very frequent use-case and happens to me regularly every 3 years, as that is the validity on most of my credit cards after which it gets renewed.
And there are times when there is an urgency for a particular transaction, let's say ordering food or medicine or groceries, booking a movie ticket for Avengers End Game :), shopping for that watch or a particular shirt/shoes which is on a never before discount or in this when I want to rent a car before all the cars are booked or I have just landed at the airport and need to rush for a meeting.
All these are valid scenarios which happen millions of times a day around the world. Considering the number of credit cards on this planet, probably this particular scenario of credit card getting expired happens every day to thousands of people.
Let's break down the brief —
Scenario
The user is trying to rent a car using an application but the credit card they have on file has expired.
rent a car — this provides context as to where the credit card is being used and also indicates a sense of urgency in the user journey
The credit card on file has expired — whichever app the user is using has a feature to save the card details for faster checkout and in this case, the user would have to edit that info or perhaps add a new one (not part of the brief and yet an important use-case to cover).
Challenge
Write them an error message so that they can correct the problem and try not to be a dick about it.
correct the problem — this is a supercritical part, error-detection is of no help to the user if it is not followed by error-correction
try not to be a dick — another supercritical part from a branding, culture and empathy perspective. The product has already failed the user, why add to it by scolding/slapping the user through condescending tone, language and words
Let’s get to it…
Version-ONE
Selected Credit Card has expired.
We understand you need to get to your destination really fast, kindly update the credit-card details or select/add a new card. We promise we have a car waiting for you.
Version-TWO
Just one final step before we dispatch the car for you…your selected credit-card has expired, please update the credit-card details or add a new one.
Version-THREE
Just like expired driving license, expired credit-card is a no go! Please update your credit card or add a new one and we will send a car at the earliest.
Version-FOUR
Oops, sorry but the credit-card selected has expired. Kindly update the details or choose another one. We are searching for the nearest car in the meanwhile.
Version-FIVE
Ouch, your incoming car has hit a road-block, your credit card has expired. Please update the card or add a new one. We can't wait for the car to reach you.
If you were the user, which Version would you like to experience?
Past UX Writing challenges —
