My teammate @sregmi rightfully pointed out that awesomeness of a product is inversely proportional to the number of WTF moments in its customer experience. WTF moments can be characterized simply as blunders – those moments when your user’s first natural reaction is WTF, usually accompanied with a bad taste and often followed by bad-mouthing about your product. Besides avoiding such blunders, awesome products handle every error condition elegantly :
- Acknowledge that an error has occurred
(deliver the bad news yourself and reassure the user that you’ll fix it)
- Tell the user how she got there
(address the obvious curiosity of every user : “What did I do?”)
- Show the user how to get out of here
(answer the likely question: “Now what?”)
404 pages aren’t necessarily blunders, but many websites make a sincere attempt to address 404s. Fandango’s 404 page handles it elegantly –
- You made a reservation on OpenTable. You reach the restaurant to find out that the restaurant is closed.
- You keep waiting for UberX on the curb and it never shows up.
- You are in middle of an important phone call and iPhone/AT&T drops the call.
What are your product’s WTF moments?