<aside> 👉   Error messages can be scary for users, so make them easy to understand and helpful.

                                                       📱**Challenges**

Help users understand the problem and the solution to import reviews successfully.

💡Solutions

Describe errors in simple, clear language.

</aside>

Gathering context

At Kudosi (formerly Ali Reviews), we are enhancing the product review import feature. This functionality is essential for store owners who rely on customer reviews to build trust and boost sales in e-commerce.

Importing reviews via CSV is one of our app's most powerful features, helping merchants transition their existing reviews to Kudosi. However, users often encounter errors that are hard to understand, leading to confusion and a poor user experience.

Metrics

• Reduced CSV-related support tickets from 60 to 40 per month (a 33% reduction) by clarifying error messages and providing actionable steps.
• Increased the click-through rate on help links from 25% to 60%, helping users find relevant support articles more quickly and independently.
• Improved first-contact resolution from 65% to 85%, allowing more users to resolve errors on their own without reaching out to the support team.

Solution

Help users identify common errors by clearly describing the issue and providing solutions in simple, easy-to-understand language.

How I helped

• Collaborated with product managers, designers, developers, and quality control to define common errors and align on key messaging.
• Revised and optimized error messages for clarity, tone, and user guidance.

My approach

After identifying and clarifying errors with developers and product managers, I collaborated closely with the design team to enhance the user journey. By addressing potential roadblocks, I ensured that users could quickly receive help when encountering errors.

• Clearly explain what happened. Provide a solution if available. Whenever possible, offer a one-click fix. If no immediate solution exists, include troubleshooting steps.
• Position the message near the issue. Place error messages close to where the problem occurred for better user guidance.
• Reflect the severity of the issue. Use the appropriate color and tone of voice to communicate the importance of the error.
• Use plain, straightforward language. Ensure the message is easily understandable by all users.
• Be specific and actionable. Include details such as numbers, dates, or steps to help users resolve the issue quickly.