System or service error messages

[Tosin-Balogun]

What

System or service error message pattern

This is the GOV equivalent of the system error pattern

Why

We need a consistent pattern to help users recover from system or service level errors.

These are errors which is more of a system fault but could be triggered by user interaction. For example, error 404 page not found is commonly used pattern for web page system errors or when user is trying to access services which is not available to them

Anything else

Included the pattern being built at NHS login

System error developed at NHS login

We developed a series of error screens to help user recover from system related errors

We tested the middle pattern with 10 users

Usability testing

We had three hypothesis we wanted to prove or disprove with the card template:
Hypothesis A: If we put a portion of the help centre content on the error screen, would it help reduce users’ confusion about what they need to do?
Hypothesis B: If we added a recovery option like a ‘try again button’ or a ‘refresh link’, would it help users feel confident to recover?
Hypothesis C: If we restyled the help centre link on the page to be more obvious it would take the users outside the page, would it help users know and weigh more options available outside the error screen?

We tested the prototype with 10 people from a mix of different demographics. We found that hypothesis A and B worked as intended.
Users reacted positively to the help being provided there on the error screen. In some cases, they skipped the problem description and went straight to the help card or straight to the recovery ‘try again’ button.
Some users even expected a link to re-centre themselves back to the homepage of the NHS app.

Hypothesis C had ‘mixed’ results. For the most part, it worked in terms of most users recognising what it was, but 2 out of 10 users missed it. We also saw some of those who recognised the link didn’t want to click it because they didn’t trust ‘FAQs’.

When users were encouraged to click to the help centre, they felt confused and disorientated when they got there, which revalidated what the earlier research audit had informed us. We also saw that users showed preference for economic use of words, especially users with reading difficulties.

Needs further testing

We were able to build guidance on how to apply the pattern based on the usability feedback but more testing is required in order to refine it

You can read more here https://megaspiderweb.medium.com/helping-users-recover-from-an-error-144a0d8b9500

[Tosin-Balogun]

Included the equivalent system error pattern on the GOVUK design system

[ZMcClatchey]

We have error pages across the cervical screening service. We didn't always put the error pages in the prototype we just had that confluence page which our devs used to build the page in the dev environment.

This is an example from the prototype so the content might not be up to date. I'll see if i can get some examples from the dev environment too

[ZMcClatchey]

This is the error if the Cervical screening management system cant find the nhs number entered.

[nancyhalladay24]

Error designs for 111 online similarly aim to give the user an alternative way to continue their journey.

Below is an error where the service the user was trying to refer themselves to has closed, so we recommend they look at other services available:

Below is an ITK failure error where we haven't been able to send the users information on to the service. In this instance it is still appropriate for the user to go to the service anyway. But we also suggest they can look at their other recommended services.

[nancyhalladay24]

Also referring to nielson and normans design heuristics is useful here: https://www.nngroup.com/articles/ten-usability-heuristics/

[sarawilcox]

We collected some questions, hint text and error messages in 2020. You can view them in NHS.UK's Confluence: https://nhsd-confluence.digital.nhs.uk/pages/viewpage.action?pageId=163247781.

See, for example, the example error messages for "There is a problem with the service" and "Service unavailable".

[beccagorton182]

We redesigned some error messages on NBS when we learned some users thought their 1st dose was booked when they hadn't been able to find a 2nd dose appointment. We made the pages as short as possible, made the H1 an actionable statement and made any actions clearer on the page. Using bullet points was really useful in the content too.

For other errors, we used the details expander to help users find the right way forward for their situation, as there were multiple situations as a result of the error.

[Tosin-Balogun]

We are currently doing a piece of work to look at error pages on the NHS app

nhsuk/nhsapp-frontend#119