当生活给了你柠檬,请写出更好的错误信息

Error messages are part of our daily lives online. Every time a server is down or we don’t have internet, or we forget to add some info in a form, we get an error message. “Something went wrong” is the classic. But what went wrong? What happened? And, most importantly, how can I fix it?

错误信息是我们在线日常生活的一部分。每次服务器故障或我们没有网络,或我们忘记在表格中添加一些信息,我们就会收到错误信息。"出错了 "是经典的说法。但是什么出错了?发生了什么?而且,最重要的是,我怎样才能修复它?

The thinking face emoji surrounded by 6 examples of errors, like “Yikes! Something went wrong” and “Uh oh! An unknown error occurred”.

We encounter error messages all the time, but how often do they actually help us understand what went wrong and how to fix it?

我们经常遇到错误信息,但它们有多少次能真正帮助我们了解出错的原因以及如何解决?

About a year ago at Wix, we abruptly realized that, too often, we were not giving users the answers to these questions. When we got this wake-up call, we felt compelled to act swiftly, and not just to address the one error message that woke us up.

大约一年前,在Wix,我们突然意识到,很多时候,我们没有给用户提供这些问题的答案。当我们得到这个警讯时,我们感到必须迅速采取行动,而不仅仅是解决唤醒我们的那条错误信息。

Welcome, folks, to Errorgate 2021.

朋友们,欢迎来到错误门2021。

Or, that time we changed thousands of error messages across Wix in just a month.

或者,那次我们在短短一个月内改变了整个Wix的数千条错误信息。

To complete this effort, we first had to define for ourselves what counted as a bad error message and what counted as a good error message.

为了完成这项工作,我们首先必须为自己定义什么是坏的错误信息,什么是好的错误信息。

What makes a bad error message

什么是坏的错误信息

An error pop-up demonstrating a bad error message with each section highlighted to show why it’s bad.. “Whoops! Something went wrong. (uses an inappropriate tone) The third-party you’re trying to connect to isn’t responding (passes the blame), so we can’t fetch your data (uses technical jargon). Try again later (too generic). Close button.”

This is an example of a bad error message. It uses an inappropriate tone, passes the blame, speaks in technical jargon and is too generic.

这是一个错误信息的例子。它使用了不恰当的语气,推卸责任,用技术术语说话,而且过于笼统。

Inappropriate tone: Imagine a doctor performing a procedure and then suddenly saying “Oops! Something went wrong…” That is the last thing anyone wants to hear when the stakes are high, whether it’s surgery or someone’s source of income. That is not the time to be cutesy or fluffy. We want to show the users that we know it’s serious and we understand it’s important to them.

不恰当的语气。想象一下,一个医生在做手术时,突然说 "哎呀!出了点问题......"这是任何人在事关重大时最不愿意听到的事情,无论是手术还是某人的收入来源。这不是可爱或蓬头垢面的时候。我们要向用户表明,我们知道这很严重,我们理解这对他们很重要。

Technical jargon: Even in today’s world of user-centered design, technical jargon still ...

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