Summary: When users stumble upon a JSON error like “insufficient account balance,” what’s really happening beneath the surface isn’t a system glitch or storytelling opportunity—it’s a hard stop. Yet even such seemingly dry feedback from a server can teach us something valuable about clarity, communication, and structure. Let’s strip it down and examine what this type of message actually tells us—technically, behaviorally, and strategically—and why it matters.
What the Message Is—and Isn’t
At first glance, you’re looking at a short technical fix—it’s just some machine telling you your transaction didn’t go through. No money, no service. The JSON error might look like this:
{
"error": {
"code": "amount_insufficient",
"message": "Your account balance is too low to complete this transaction."
}
}
If you’re trying to turn this into a narrative, you’re out of luck. Why? Because it's not a story. It has no character, no conflict beyond the immediate failure, and no change over time. It’s a signal. A system notice. The textual equivalent of being told “card declined” at checkout. Cold. Direct. Informative. But not human.
What This Reveals About Communication
Sure, we may not be able to sell this JSON error as a bedtime tale, but what it lacks in storytelling, it makes up for in structure. Let’s break down what this type of communication is actually doing:
- It identifies the issue: “amount_insufficient” — no fluff, just the core concept.
- It provides a human-readable message: “Your account balance is too low to complete this transaction.”
That's crystal-clear communication—and clarity has value. Let me ask: How often do companies fail to be this clear with customers? How often do you see vague policies or soft denial messages that leave the user wondering what went wrong?
So instead of trying to stretch this into a fable, we can take the message structure as an example of efficient, unambiguous UX writing. No fake empathy. No jargon. Just: here’s the problem, here’s what you need to know.
Why “No” Builds Trust
Here’s something Chris Voss understood from his days negotiating with terrorists: “No” isn’t an obstacle; it’s the start of a real conversation. Just like this JSON message. It doesn't sugar-coat. It tells the user upfront, “You can’t do what you're trying to do." Brutal? Maybe. But the user trusts it. They aren’t left guessing.
Isn’t that what your customers want from you? Whether you’re selling IT services, insurance, or investment tools—they want to know where they stand. They don’t want smoke and mirrors. They want clean lines.
Opportunity Hides in Rejection
Even a flat “no” like this gives you room to act. It offers a chance to guide the user forward. Think about recapturing lost momentum. If someone sees “insufficient funds,” you can—and should—build systems that immediately offer solutions:
- Add funds
- Lower your transaction
- Contact support to check if an error occurred
This turns a failure notice into an engagement point. A battle-tested brand doesn’t fold after rejection—it responds. From a customer lifecycle standpoint, what can you put in place after a failed interaction to keep that person from walking away permanently?
The Mistake of Forcing Meaning Where There Is None
One dangerous trend in communication is pulling meaning out of every scrap of digital data. But not everything computers spit out deserves a backstory. Sometimes an error is just an error. You don’t need to retcon a human drama around every message label.
This confusion costs teams time and misguides strategy. Instead of asking, “How can we tell a story with this?”—ask, “What action does this error invite?” That’s where the leverage is. Not in narrative, but in behavior.
How to Turn Dry Messages Into Useful Events
If you're designing digital products or even just managing accounts for services, here’s the actual work to be done when a user sees an “insufficient balance” message:
- Tag that user as 'at risk’ due to funding issues
- Trigger an email offering guidance or alternatives
- Use it as a flag in your analytics dashboard to monitor drop-offs
This is how you go from cold system messages to warm commercial strategy. The error is just the tripwire. What you build around it decides whether the user feels stuck or supported.
Final Thought: Not Everything Is a Metaphor
Let’s face it—trying to get poetry out of a JSON error is like trying to get philosophy from a thermostat. You can do it. But you’ve missed the point. The real skill lies in knowing when something is designed to inform rather than inspire, and using that information to create smarter systems, better client encounters, and tighter conversion paths.
So, the next time someone forwards you a “boring technical message” and asks what story can be extracted, ask this instead: What action does this spark, what behavior does it reflect, and how do we use it to make something work better?
You build strong customer relationships the same way you build strong systems: direct signals, fast response, clean communication. Just like that JSON message.
#CustomerExperience #UXWriting #MarketingClarity #OperationalMessaging #ChrisVossTactics #BlairWarrenInfluence #CialdiniInAction #DirectCommunication
Featured Image courtesy of Unsplash and Ilya Semenov (6uFROinaC3g)