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Error Message Design for Human Error Avoidance

plum
October 17, 2015
23

Error Message Design for Human Error Avoidance

When a service accepts an unintended operation, the service sometimes presents an error message. Error messages are useful as a tool to communicate service intent to users. In this paper, I discuss how to design error messages based on human cognitive traits.

plum

October 17, 2015
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  1. &SSPS.FTTBHF(VJEFMJOFT CZ+",0#/*&-4&/  w ໌ࣔత w ਓ͕ؒ෼͔Δ w ྱّਖ਼͍͠ w

    ਖ਼֬ w ݐઃతͳΞυόΠε IUUQXXXOOHSPVQDPNBSUJDMFTFSSPSNFTTBHFHVJEFMJOFT
  2. ໨ඪ "UYUͱಉ͡಺༰ͷ "UYUΛ࡞੒͢Δ ҙਤͷܗ੒ DQͰ͸ͳ͘NWίϚϯ υΛ࢖͓͏ͱ͢Δ ߦҝܥྻͷಛఆ NW"UYU"UYU ͱ͍͏ೖྗΛಛఆ͢Δ ߦҝͷ࣮ߦ

    ίϚϯυΛೖྗ͢Δ ίϯϐϡʔλͷॲཧ "UYUΛ"UYUʹ ໊લΛมߋ͢Δ γεςϜͷঢ়ଶͷ஌֮ NW"UYU"UYU ͱ͍͏දࣔΛ֬ೝ͢Δ ղऍ NWίϚϯυͷ࣮ߦΛ ׬ྃ͢Δ ධՁ "UYUͱͯ͠ίϐʔ͞ Εͨ͸ͣͩͱධՁ͢Δ
  3. ໨ඪ "UYUͱಉ͡಺༰ͷ "UYUΛ࡞੒͢Δ ҙਤͷܗ੒ DQίϚϯυΛ࢖͓͏ͱ ͢Δ ߦҝܥྻͷಛఆ DQ"UYU"UYU ͱ͍͏ೖྗΛಛఆ͢Δ ߦҝͷ࣮ߦ

    WQ"UYU"UYU ͱޡͬͯೖྗ͢Δ ίϯϐϡʔλͷॲཧ ʮWQͱ͍͏ίϚϯυ͸ ͳ͍ʯͱϝοηʔδ γεςϜͷঢ়ଶͷ஌֮ ΤϥʔϝοηʔδΛ ֬ೝ͢Δ ղऍ DQΛޡͬͯWQͱೖྗ͠ ͨͱཧղ͢Δ ධՁ "UYUͱ͸·ͩ࡞੒͞ Ε͍ͯͳ͍ͱධՁ͢Δ
  4. ໨ඪ "UYUͱಉ͡಺༰ͷ "UYUΛ࡞੒͢Δ ҙਤͷܗ੒ DQͰ͸ͳ͘NWίϚϯ υΛ࢖͓͏ͱ͢Δ ߦҝܥྻͷಛఆ NW"UYU"UYU ͱ͍͏ೖྗΛಛఆ͢Δ ߦҝͷ࣮ߦ

    ίϚϯυΛೖྗ͢Δ ίϯϐϡʔλͷॲཧ "UYUΛ"UYUʹ ໊લΛมߋ͢Δ γεςϜͷঢ়ଶͷ஌֮ NW"UYU"UYU ͱ͍͏දࣔΛ֬ೝ͢Δ ղऍ NWίϚϯυͷ࣮ߦΛ ׬ྃ͢Δ ධՁ "UYUͱͯ͠ίϐʔ͞ Εͨ͸ͣͩͱධՁ͢Δ
  5. ໨ඪ "UYUͱಉ͡಺༰ͷ "UYUΛ࡞੒͢Δ ҙਤͷܗ੒ DQͰ͸ͳ͘NWίϚϯ υΛ࢖͓͏ͱ͢Δ ߦҝܥྻͷಛఆ NW"UYU"UYU ͱ͍͏ೖྗΛಛఆ͢Δ ߦҝͷ࣮ߦ

    ίϚϯυΛೖྗ͢Δ ίϯϐϡʔλͷॲཧ "UYUΛ"UYUʹ ໊લΛมߋ͢Δ γεςϜͷঢ়ଶͷ஌֮ NW"UYU"UYU ͱ͍͏දࣔΛ֬ೝ͢Δ ղऍ NWίϚϯυͷ࣮ߦΛ ׬ྃ͢Δ ධՁ "UYUͱͯ͠ίϐʔ͞ Εͨ͸ͣͩͱධՁ͢Δ ໨తͷঢ়ଶʹ͍࣋ͬͯ͘ ํ๏ͷબ୒͕ζϨ͍ͯΔ
  6. ໨ඪ "UYUͱಉ͡಺༰ͷ "UYUΛ࡞੒͢Δ ҙਤͷܗ੒ DQͰ͸ͳ͘NWίϚϯ υΛ࢖͓͏ͱ͢Δ ߦҝܥྻͷಛఆ NW"UYU"UYU ͱ͍͏ೖྗΛಛఆ͢Δ ߦҝͷ࣮ߦ

    ίϚϯυΛೖྗ͢Δ ίϯϐϡʔλͷॲཧ "UYUΛ"UYUʹ ໊લΛมߋ͢Δ γεςϜͷঢ়ଶͷ஌֮ NW"UYU"UYU ͱ͍͏දࣔΛ֬ೝ͢Δ ղऍ NWίϚϯυͷ࣮ߦΛ ׬ྃ͢Δ ධՁ "UYUͱͯ͠ίϐʔ͞ Εͨ͸ͣͩͱධՁ͢Δ ද໘తʹ"UYU͸͖ͪΜͱͰ͖͍ͯΔ ϢʔβͷҙਤͷҰ෦Λୡ੒͍ͯ͠Δ  ؾ෇͖ʹ͍͘ ͔͠΋৔߹ʹΑͬͯ͸ݱঢ়෮ؼͰ͖ͳ͍ʜʜ
  7. ໨ඪ "UYUͱಉ͡಺༰ͷ "UYUΛ࡞੒͢Δ ҙਤͷܗ੒ DQίϚϯυΛ࢖͓͏ͱ ͢Δ ߦҝܥྻͷಛఆ DQ"UYU"UYU ͱ͍͏ೖྗΛಛఆ͢Δ ߦҝͷ࣮ߦ

    WQ"UYU"UYU ͱޡͬͯೖྗ͢Δ ίϯϐϡʔλͷॲཧ ʮWQͱ͍͏ίϚϯυ͸ ͳ͍ʯͱϝοηʔδ γεςϜͷঢ়ଶͷ஌֮ ΤϥʔϝοηʔδΛ ֬ೝ͢Δ ղऍ DQΛޡͬͯWQͱೖྗ͠ ͨͱཧղ͢Δ ධՁ "UYUͱ͸·ͩ࡞੒͞ Ε͍ͯͳ͍ͱධՁ͢Δ
  8. ໨ඪ "UYUͱಉ͡಺༰ͷ "UYUΛ࡞੒͢Δ ҙਤͷܗ੒ DQίϚϯυΛ࢖͓͏ͱ ͢Δ ߦҝܥྻͷಛఆ DQ"UYU"UYU ͱ͍͏ೖྗΛಛఆ͢Δ ߦҝͷ࣮ߦ

    WQ"UYU"UYU ͱޡͬͯೖྗ͢Δ ίϯϐϡʔλͷॲཧ ʮWQͱ͍͏ίϚϯυ͸ ͳ͍ʯͱϝοηʔδ γεςϜͷঢ়ଶͷ஌֮ ΤϥʔϝοηʔδΛ ֬ೝ͢Δ ղऍ DQΛޡͬͯWQͱೖྗ͠ ͨͱཧղ͢Δ ධՁ "UYUͱ͸·ͩ࡞੒͞ Ε͍ͯͳ͍ͱධՁ͢Δ ͔ͬ͠Γʮͭ·͖ͣʯΛೝࣝͰ͖Δ ͦ΋ͦ΋ॲཧ͞Εͳ͍ͷͰݱঢ়ҡ࣋
  9. ໨ඪ "UYUͱಉ͡಺༰ͷ "UYUΛ࡞੒͢Δ ҙਤͷܗ੒ DQͰ͸ͳ͘NWίϚϯ υΛ࢖͓͏ͱ͢Δ ߦҝܥྻͷಛఆ NW"UYU"UYU ͱ͍͏ೖྗΛಛఆ͢Δ ߦҝͷ࣮ߦ

    ίϚϯυΛೖྗ͢Δ ίϯϐϡʔλͷॲཧ "UYUΛ"UYUʹ ໊લΛมߋ͢Δ γεςϜͷঢ়ଶͷ஌֮ NW"UYU"UYU ͱ͍͏දࣔΛ֬ೝ͢Δ ղऍ NWίϚϯυͷ࣮ߦΛ ׬ྃ͢Δ ධՁ "UYUͱͯ͠ίϐʔ͞ Εͨ͸ͣͩͱධՁ͢Δ ໨తͷঢ়ଶʹ͍࣋ͬͯ͘ ํ๏ͷબ୒͕ζϨ͍ͯΔ
  10. ໨ඪ "UYUͱಉ͡಺༰ͷ "UYUΛ࡞੒͢Δ ҙਤͷܗ੒ DQίϚϯυΛ࢖͓͏ͱ ͢Δ ߦҝܥྻͷಛఆ DQ"UYU"UYU ͱ͍͏ೖྗΛಛఆ͢Δ ߦҝͷ࣮ߦ

    WQ"UYU"UYU ͱޡͬͯೖྗ͢Δ ίϯϐϡʔλͷॲཧ ʮWQͱ͍͏ίϚϯυ͸ ͳ͍ʯͱϝοηʔδ γεςϜͷঢ়ଶͷ஌֮ ΤϥʔϝοηʔδΛ ֬ೝ͢Δ ղऍ DQΛޡͬͯWQͱೖྗ͠ ͨͱཧղ͢Δ ධՁ "UYUͱ͸·ͩ࡞੒͞ Ε͍ͯͳ͍ͱධՁ͢Δ ͔ͬ͠Γʮͭ·͖ͣʯΛೝࣝͰ͖Δ ͦ΋ͦ΋ॲཧ͞Εͳ͍ͷͰݱঢ়ҡ࣋
  11. &SSPS.FTTBHF(VJEFMJOFT CZ+",0#/*&-4&/  w ໌ࣔత w ਓ͕ؒ෼͔Δ w ྱّਖ਼͍͠ w

    ਖ਼֬ w ݐઃతͳΞυόΠε IUUQXXXOOHSPVQDPNBSUJDMFTFSSPSNFTTBHFHVJEFMJOFT
  12. ࢀߟจݙ ւอത೭ɼՃ౻ོਓʹ༏͍͠ίϯϐϡʔλը໘ઃܭɿϢʔβΠϯλ ϑΣʔεઃܭ΁ͷೝ஌৺ཧֶతΞϓϩʔνɼ೔ܦ#1ࣾ   /PSNBO %"5IFQTZDIPMPHZPGFWFSZUIJOHT #BTJD#PPLT  

    3FBTPO +55IFDPOUSJCVUJPOPGMBUFOUIVNBOGBJMVSFTUPUIF CSFBLEPXOPGDPNQMFYTZTUFNT1IJMPTPQIJDBM5SBOTBDUJPOTPG UIF3PZBM4PDJFUZPG-POEPO4FSJFT# #JPMPHJDBM4DJFODF   4IOFJEFSNBO #%FTJHOJOHUIFVTFSJOUFSGBDF4USBUFHJFTGPS F⒎FDUJWFIVNBODPNQVUFSJOUFSBDUJPO "EEJTPO8BTMFZ