Summary: On the surface, a simple JSON error message might seem like a meaningless roadblock. But if you look closer, it’s a missed opportunity, a breakdown in the user experience, and a silent but costly signal that something important—like communication, trust, or business logic—has failed. This post explores how the absence of narrative in a system message speaks to broader gaps in messaging, design discipline, and user engagement. What happens when your system speaks, but says nothing worth hearing?
When Systems Talk, What Are They Saying?
The phrase “There is no story or main content to extract from the provided text. The text appears to be a JSON error response indicating an insufficient account balance to run a query” is damning by its precision—it admits there is no context, no call to action, no usable content. It’s a sterile broadcast from a machine that was never taught to care about the human on the other end. This is not a failure of code—it’s a failure of communication. And when systems fail to communicate, people stop trusting them.
The message doesn’t just flag an insufficient balance. It also loudly telegraphs: “We didn’t think you’d need more than this.” And that’s the true error. Systems should anticipate confusion, not create it. What happens when a customer is ready to act—and the system simply stares back and shrugs?
The Difference Between Messaging and Meaning
An error message is never “just technical.” It’s part of the brand experience. Whether it comes from a SaaS dashboard, a mobile app, or an API response, every message to the user is a moment of friction—or a chance to restore flow and trust. If you miss that moment, you’re choosing silence when clarity was needed most.
This JSON message tells the user nothing beyond what failed. It doesn’t explain what caused the failure, what the user can do about it, or what steps come next. In terms of Cialdini’s persuasion principles, it fails badly on Reciprocity, Authority, and Consistency. The system demands that the user pay, but provides no value in response. It issues a technical judgment with no human touch. What kind of relationship is that?
No, Is Not the End
Chris Voss emphasizes this well: the word “No” isn’t the end of the conversation. It’s the beginning of safety. “No” can mean “Not yet,” “I need more information,” or “I’m unsure about what comes next.” But here, the system gives a dry “No” and then slams the door. That’s a trust killer.
So what would a better response look like? One that invites continuation. One that mirrors the user’s frustration, labels the situation, and pivots with a question: “It looks like your account balance is too low to run this query. Would you like to see a breakdown of usage or payment options?” Strategic silence gives space for the user to choose. That’s a dialogue starter—not a dead end.
Error Messaging Is Not a Technical Problem
This issue should be owned by product leads, marketers, and designers—not just developers. Each error message is a micro-moment of your brand’s humanity. If it reads like cold machine logic, you’re leaving empathy—and revenue—on the table. Systems that acknowledge user’s frustration and offer meaningful actions earn trust, credibility, and reduced support burden.
Look at how successful platforms handle their microcopy. Stripe doesn’t just return an error—they explain the cause. Shopify doesn’t just block a user—they offer the next step. These aren’t random choices. They are proof points. Social proof isn’t always front-facing—it happens behind the scenes, in the quiet transactions between user and interface where trust is built or broken. Are your systems doing that?
The High Cost of Silent Failures
Financially, a message like this can cost far more than it saves. Users who encounter it without explanation often leave. They don’t ask why—they assume the product is broken, unreliable, or underfunded. That’s not just churn. That’s marketing failure in engineering clothing. Every vague message is a quiet permission for the customer to disengage. Are you really ready to pay that cost—in both revenue and reputation?
And what does it say to your team? When your internal systems shrug in the face of user needs, inconsistency becomes culture. Soon, your developers think details don’t matter, your marketers stop writing for nuance, and your support staff are left apologizing for things they didn’t create. It’s not about blame—it’s about responsibility. It becomes about alignment. Are your messages aligned with how you want to be seen?
The UX Ethics of Owning the Message
There’s no “just business” in product communication. Every piece of language reflects on your values. Are you showing care? Are you anticipating problems? Are you honest about limitations? Ethical responsibility in user experience is about writing messages that match the reality of the situation while offering clarity and control. Not false hope. Not sugar-coating. Truth told plainly, with respect and next steps.
So when your system says “Query failed due to insufficient balance,” that’s not the message. The real message is how much you respect the user’s time, context, and urgency. Is that coming through? And if not—that lack of narrative isn’t technical. It’s cultural. Who’s going to fix that lack of story?
What Should You Do Instead?
Let’s spell it out clearly:
- Mirror the user’s intent. They were trying to do something. Reflect that back: “Looks like you tried to run a query.”
- Label the problem clearly but kindly. “The system couldn’t process it because the balance on your account appears insufficient.”
- Offer next steps. Give an action. “Would you like to view your recent usage or update your payment method?”
- Leave room for ‘No’. Include an option to pause or contact support. Empower the user, don’t trap them.
- Create consistency in tone and clarity. Every message is part of the user’s mental model of your system. Stay consistent, stay honest.
No Story in the Error? Then Write One.
If your system’s message is silent, vague, or lifeless—it’s still telling a story. But maybe not the one you want it to. You don’t need flowery language, or humor, or branding jargon. You need clarity. You need voice. You need to speak as if someone is on the other side of the screen—because they are. Giving them nothing but a JSON flag is telling them they don’t matter.
Don’t let your product end the conversation before it even begins. If there’s no story in your message, it’s your job to write one—one that respects the user, reflects the problem, and invites the next step.
#UXWriting #ErrorMessages #ProductCommunication #CustomerTrust #MicrocopyMatters #DesignDiscipline #PersuasiveTech #BlairWarren #ChrisVoss #MarketingWithEmpathy
Featured Image courtesy of Unsplash and Ilya Semenov (6uFROinaC3g)
