The scenario

A user is creating an account. When they come to the step where they are asked to enter their name, they get an error message. A fraud detection software thinks their name is fake—but it’s wrong 5% of the time.

The challenge

Write an error message that prompts them to fix the error without shaming them for having a fake-sounding name.

Character limit

45 characters max

Time to write

10 minutes

Design

Created after the 10 minutes

My approach

I found this prompt particularly challenging because the error is sensitive: how do you tell someone that, according to your software, their name might be fake?

What’s more, it’s at a critical stage of the flow and the friction here has the potential to be huge: the worst-case scenario is that the user abandons making an account, or the website/app altogether.

I took 5 minutes to:

• Explore the user’s thoughts and feelings
• Explore how to write the copy

I used the remaining 5 minutes to explore how to word the error message.

Final copy

Our system doesn’t recognise this name. Help

Rationale

Despite wanting to sound more conversational and apologetic, due to the character count I prioritised explaining the problem and offering a solution.

• Note: I deliberately added that it’s the company’s system’s issue to alleviate blame. Had I written “We don’t recognise this name”, the negativity would be more focused on the company.

After providing the reason for the issue, I then focused on the solution. This solution could be accessed by selecting “Help”, which comes with a design suggestion...

Design suggestion