PayMe from HSBC (An Exercise in Humanizing Error Copies)
No one likes getting error messages, but they are a vital part of mobile apps. With the rising demand for a more authenticity, brands need to look at how to further humanise their user’s experience and express their voice.
Photo credit: Kelvin Leung (Source)
PayMe from HSBC - an app through which users can pay friends or request payment easily and instantly - was the perfect exercise for this. The below copies are a few examples taken from a proposed redesign that I worked on as Digital Copywriter at HSBC.
Scenario: Empty name value error “But how will we know what to call you?”
Scenario: System/server error “Sorry - it’s not you, it’s us. Please try again later.”
Scenario: Session timeout error “Please log on again - you haven’t logged on in 30 days, we missed you.”
Scenario: Long loading time error “This is taking a while - but we’re on it, so go ahead and enjoy your day!”
Scenario: No top-up source added error “Low balance, no balance? Add a bank account or credit card to start paying friends.”
