When Life Gives You Lemons, Write Better Error Messages

2026-05-14 · source · source ↗ · raw capture · wiki page

Overview

Jenni Nadler documents Wix's comprehensive effort to overhaul thousands of error messages across their platform, calling it "Errorgate 2021."

Bad Error Messages Share Four Problems

Inappropriate tone that undermines user trust during critical moments
Technical jargon that confuses rather than clarifies
Blame-shifting that shames users or makes the company appear unprofessional
Generic messaging when specific solutions are available

Good Error Messages Include

Clear explanation of what happened and why
Reassurance about unaffected elements
Empathetic language without over-apologizing
Actionable solutions or contact options
Clear pathways to resolution

Notable Quotes

"Generic errors are the result of bad development and product. We must all care about it together." -- CEO Avishai Abrahami

"Write it like you're talking to a friend"

The team discovered they were "more like that friend who loves to gossip, but doesn't pick up the phone when life gets hard."

Implementation

Wix identified 7,643 error-related content pieces, mapped them in code, and prioritized fixes based on frequency and user impact. Used Monday.com boards for tracking across PMs, developers, and writers.

Conclusions

Error messaging requires cross-functional collaboration rather than isolated content work. Organizations must view error handling as part of the product lifecycle, establish shared responsibility, and empower writers to challenge generic solutions.