Summary: This post breaks down a scenario that seems banal at first glance: a JSON error message citing “insufficient account balance.” But buried in that sterile phrasing are deeper lessons on communication, design, and customer trust. By exploring how non-narrative data disrupts user expectations and ruins continuity, we expose flaws in how digital services often operate—and how professionals can do better by learning from this.
When Technology Forgets the Human Being
We’ve all seen it: that flat response from an app or system that doesn’t work the way we expect. The screen doesn’t show empathy. It shows a JSON string. No explanation, no help, no lifeline. Just something like this:
{
"error": {
"code": "INSUFFICIENT_BALANCE",
"message": "Your account does not have enough credit to complete this operation."
}
}
There’s no context. No who, no why, no what-next. It’s not a story. It doesn’t communicate. This kind of message is the digital equivalent of a shoulder shrug—and it happens too often in systems built by engineers who haven’t been trained to think beyond functionality.
But here’s the rub: even non-narrative content has consequences. Communication doesn’t stop at what the system knows. It should extend to what the user feels.
What’s Really Missing: Narrative Structure
People process information through story. Even if what occurred is transactional—like a failed payment or a denied action—it still needs to be situated in a cause-effect-expectation framework. When messages like “insufficient account balance” are delivered cold or in code, the trust breaks. Why?
Because people are left asking:
- What triggered this failure?
- Was it my fault?
- Has money actually been deducted?
- Is this a bug or something I can fix?
- What steps should I take next?
These are narrative questions. And narrative questions deserve narrative answers.
Why No Story Is a Problem
Here’s where most developers and many businesses miss the point entirely: they assume accuracy is enough. But correctness without clarity just creates confusion with less forgiveness. It leads to customer churn, abandoned accounts, angry emails, and support tickets. That error message does something far more damaging than it seems—it breaks continuity.
Think of continuity like oxygen for trust. When something breaks without warning and the response doesn’t respect the emotional priority of the user, people start doubting your competence. And when they doubt your competence, they stop trusting your platform or offering.
The High Cost of Ignored Context
A broken narrative isn’t a minor glitch—it’s a signal to the user: “You’re on your own.” And that’s dangerous, especially in industries where compliance, money, or healthcare are involved. Imagine this in a brokerage app during a critical market window. Or during an e-commerce checkout with a cart full of last-minute gifts.
Even worse, the absence of story kills Social Proof. People don’t share stories that confuse them. They warn others not to use your product. They screenshot your raw error messages and post them. And that erodes your Authority fast, no matter how sophisticated your backend is.
What Could Be Done Instead?
We don’t need to build Shakespeare into backend services. But we do need to write user-facing copy—especially error reporting—that shows empathy, offers guidance and invites clarity.
An error message like this would work better:
"Oops. Looks like your current balance isn’t enough to finish this request. Nothing has been charged. Add funds or check plan limits before trying again. Need help? Chat with us here."
See the difference? It still says the same thing—but it does so without blame. It confirms what didn’t happen (important for reassurance). It gives them a path forward. And it shows a bit of humanity that reminds users someone thought this through with them in mind.
Mirroring Real Emotional States
In Chris Voss’s language, mirroring the user’s concern is not just persuasion—it’s basic decency. If the user is confused, confirm the confusion. “Looks like something didn’t go through.” If they might be feeling unsure about money, address it indirectly with, “Nothing has been charged.” These small linguistic pivots create safety, which reboots the relationship with the system.
Power of ‘No’ as Mental Relief
A message like “No funds available” might sound blunt, but there’s actually power in it. Hearing “No” allows users to process and move to the next choice. It’s the uncertainty that creates spirals of panic or apathy. People don’t fear rejection—they fear confusion.
That means well-structured ‘No’ messages empower users, if handled right. The key is structure, clarity, and tone: not verbosity.
Who Owns This Problem?
This isn’t just on engineers. Product owners, marketers, UX designers—all share the blame when messages like this sneak through. Why? Because nobody reads JSON as a person. They only read it as a function. That means it passes QA but fails reality.
Where else in your business are you sending robotic messages when a human voice is needed?
How to Fix the Gap
Here’s what professionals and businesses should be asking:
- What emotional state is my user in when they receive this message?
- What do they need to feel safer, smarter, or more in control?
- How can I deliver clarity without condescension?
Use social proof by referencing issues other users have faced and resolved. Give examples of common scenarios. Provide a single-step action they can take now. Don’t overwhelm. Don’t excuse. Just empathize and act.
Conclusion: The Error Message Is the Message
Systems today often fail not because they break, but because they speak poorly when they do. A bad message at the wrong time can unravel everything you’ve built. Yet the cost to fix it is low. And the benefits—user retention, brand trust, consistent UX—are enormous.
So write better error messages. Give them direction. Give them reassurance. Slow down the panic. Invite the fix. And show you’re still thinking about the customer, even in your failures.
#UXWriting #ErrorMessagesMatter #EmpathyInDesign #MarketingWithClarity #ChrisVossTactics #ProfessionalCommunication #TrustThroughLanguage
Featured Image courtesy of Unsplash and mingxi liu (myhOZwUsnf0)
