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The A to Z of UX — E is for Errors: 14 tips for how to handle the inevitable mistake
Let’s be fair, people make mistakes all the time. It’s human!
The impact of the error is often dependent on the situation. Hitting the wrong character to mis-spell a word might be a minor irritation. Selecting the wrong button setting into motion a critical and irreversible action can send you into meltdown!
We can also assume that if an error CAN be made, it WILL happen at some point. As such, unless it can be designed out, a plan is required for how to handle the user experience of the aforementioned error.
Errors can be categorised into many forms, but can be broadly put into two categories — slips and mistakes [1].
- Slips are made when performing subconscious actions we are used to performing, such as pressing the wrong character on a keyboard, or taking the wrong route. It often happens as we faily to apply the proper attention to the task, and are on ‘auto-pilot’.
- Mistakes result from more conscious, deliberate actions. They occur in new situations, where incorrect decisions are made based on the information we have before us, which perhaps relate back to our previous experience. For example, expecting to a button to behave one way based on experience, yet it does something completely different.
It is widely accepted that the majority of people don’t read instructions when operating something for the first time. We figure things out as we go and prefer intuitive experiences that facilitate this.
As a result, we often make mistakes as we go. Providing for supportive feedback, rather than criticism can mitigate this onboarding of a new product.
The significance of the errors that we make can be used as a means to measure the usability of a given product or experience [2].
- How many errors do users make?
- How severe are these errors?
- How easily can they recover from the errors?
We can measure and quantify error rates objectively i.e. time or counters or subjectively via Likert Scales. We can also convert into a value with respect to loss of productivity i.e. time and resource [3].
