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A combination of your brand persona, the context of use of the material, and the emotional needs of your user persona can give you a sense of the appropriate tone. Are you designing an interface used on a mobile device on an oil rig in the open ocean? Does "Ollie", your persona, need information about how to troubleshoot a safety problem? The tone might ...


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Perhaps rationale is not the best way to go when it comes to error messages. If we follow a universal logic, yes, we shouldn't apologize for something that isn't our fault. However, we should always put in value the user-centered approach with the end purpose of making the user feel comfortable no matter what. In this regard, an apologetic approach is the ...



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