Mishandling Mistakes: Strategies for Satisfying Users When Glitches Occur
In the digital age, a well-designed website is essential for any brand. However, even the best-crafted sites can encounter errors. A recent study shows that a user's perception of a brand isn't solely based on when things go right, but also on how effectively errors are handled. This article explores some best practices for handling website errors, drawing insights from leading brands like Spotify, Lego, and ISI Global, projects by the creative digital agency KOTA.
Based in Clerkenwell, London, KOTA made waves in 2024 with Futureform, a reimagining of traditional financial design. In 2025, they revamped ISI Global's digital identity, a global design agency. The importance of handling errors effectively was evident in both projects.
A good 404 page, for instance, should acknowledge the issue, offer solutions, and link to key pages. Lego's 404 page features a sad Lego character, fun copy, and a link back to the homepage, demonstrating a touch of personality while prioritising usability. Spotify's 404 page, too, has a clever, on-brand message and a helpful link to guide users. Dropbox's 404 page uses a playful illustration and simple links for easy navigation.
Real-time form validation is suggested for instant feedback on form errors, while clear, specific, and helpful error messages are recommended over vague, tech-jargon-filled ones. Inline messages next to each field are also recommended for guiding users during form validation.
Creativity can be used in 404 pages, but usability should be prioritised over fun. Thoughtful design, clear communication, and a touch of personality can turn a frustrating error into a seamless user experience. For instance, ISI Global's 404 page is yet to be revealed, but with KOTA's track record, it's sure to be a lesson in effective error handling.
The Brand Pulse Audit tool, another KOTA project, helps audit a brand's performance in minutes. It could be a valuable resource for brands looking to assess their error handling strategies and improve user experience.
March 12th, 2025, is a date worth marking in the calendar for those interested in web design and development. It's the date when we might see ISI Global's reimagined 404 page, a testament to KOTA's commitment to innovative and user-friendly design.
In conclusion, handling website errors effectively is crucial for retaining users and maintaining a strong brand image. By learning from leading brands and employing best practices, brands can turn errors into opportunities for improving user experience.
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