UX CASE STUDY
Coverflex: Error message audit and Copy Style Guide enhancement
Coverflex is a fast-growing European start-up that provides flexible employee benefits packages. Along with a project manager and 6 fellow UX Writing Hub students, I tackled a two-month project to improve their error messages and enhance their Copy Style Guide.
Overview
Coverflex requested our help with two distinct but related assignments:
Inconsistent and incomplete error messages were causing user frustration and increasing the number of calls to customer service.
They initially launched with a minimalist Copy Style Guide, but their growing team of communicators needed a more robust guide to keep messaging clear, consistent, and on-brand.
Project Scope
Process
We began by conducting research to inform our rationale and UX writing approach. I was one of two writers on the Competitor Analysis research team.
The other writers were assigned to Conversation Mining and Stakeholder Interviews teams.
Using this information, we developed a “Simple, Specific, Solution-oriented” rationale to guide our rewrite process. We included this in our Voice and Tone addition to the Copy Style Guide.
We collaboratively reviewed more than 150 error messages and provided revised messaging and design recommendations.
I was part of the team that tested current vs. revised error messages with actual Coverflex employee and managerial users. A/B tests were conducted via Useberry.
Results
In many cases, users clearly preferred our revised messaging. However, testing also provided insights for further refinement.
Internet Connectivity Error
Our Recommendation
Our recommendation included adding a refresh button to help the user take corrective action, and a shortened description of the problem.
BEFORE
AFTER
Data File Upload Error
Our Recommendation
Our revised version offers the user a direct link to support, because our stakeholder interviews with Coverflex customer service reps revealed that users often need support to pinpoint and correct the errors. We also made the headline more specific and eliminated exclamation points in the problem description.
BEFORE
AFTER
Password Requirements Error
Our Recommendation
Our recommendation included live updating as the password requirements are fulfilled.
BEFORE
AFTER
Page Not Found Error
Our Recommendation
We originally removed the “404 error” as we didn’t feel it added useful information. However, testing revealed that users preferred this language. However, users did prefer the more straightforward, less “voicey” language.
BEFORE
AFTER
Payment Error
Our Recommendation
Because we know what the error is in this case, we made our headline more specific so the user knows what to check.
BEFORE
AFTER
Outcomes and Recommendations
Coverflex is eager to implement our revised messaging in the coming months.
We advise continued outreach to Coverflex customer service representatives to measure improvement and monitor for any new issues.
Consider expanding testing pool as they iterate. In our tests, we used only actual customers, (both employee and managerial users), which limited our test base. We didn’t want to risk annoying customers with repeated asks.
Continue to expand the Copy Style Guide as the company grows. Currently, our revised guide is directed at all copy, but a specific guide for UX-specific copy and modals could be helpful.