When completing taxes, accuracy is crucial. The existing errors experience was both inconsistent and redundant and did not instill confidence leading to confusion and possibly inaccurate return.
Hypotheses: An improved errors experience will increase return accuracy, improve confidence, and decrease abandonment.
- Protect me from myself
- Don’t unnecessarily block me
- It’s ok to enter data in the order I want
- Error prevention – Even better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action.
- Visibility of system status – The system should always keep users informed about what is going on, through appropriate feedback within reasonable time.
- User control and freedom – Users often choose system functions by mistake and will need a clearly marked “emergency exit” to leave the unwanted state without having to go through an extended dialogue. Support undo and redo.
- Help users recognize, diagnose, and recover from errors – Error messages should be expressed in plain language (no codes), precisely indicate the problem, and constructively suggest a solution.