Users creating campaigns were encountering errors without any explanation or guidance. This led to frustration, abandoned tasks, and increased support requests. My goal was to make the error experience intuitive and actionable, helping users recover quickly and complete their campaigns successfully.

Problem Statement

Before the redesign, when users tried to create a campaign and something went wrong, they were met with a generic failure message. There was no explanation of what happened or how to fix it. Users didn’t know what to do next, which caused confusion, wasted time, and overall frustration.

Research & Discovery

To understand the problem, I:

• Conducted user interviews and reviewed support tickets to identify the most common error scenarios.
• Observed that users often tried the same steps repeatedly or abandoned campaigns altogether.
• Discovered that actionable, clear guidance could prevent frustration and reduce failed campaign attempts.

Key insight: Users needed both clarity and actionable steps—not just a notice that something went wrong.

Solution

I explored several ways to make the error experience more helpful:

• Contextual messages: Explaining exactly what went wrong.
• Actionable shortcuts: Direct links or buttons to fix the problem immediately.
• Non-intrusive design: Error messages that inform without breaking the workflow.