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Job role segmentation

Employees were asked to indicate their job role prior to completing the survey. These job roles were then coded and grouped by function:

Administration
Analyst
Compliance
Designer
Developer
Infrastructure
Management
Project Management
Quality Assurance
Security
Vendor Management

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Question 1 - Error message

No notable preference.

Users are open to a degree of playfulness in error messages (depending on the context).

Answer Choices

Oops! We're sorry, but we're experiencing a problem on our end.

What did you do!? You broke it! (Just kidding. We're experiencing a problem on our end.)

We're sorry, but we're experiencing a problem on our end.

We apologize, but we are experiencing a problem.

23.3%

24.7%

26.0%

Findings

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Question 2 - 404 error page

Clear preference for more detailed error message.

Users want context and potential solutions when dealing with errors.

In some cases, users may prefer more detailed information when in need of a solution.

Answer Choices

26.0%

8.2%

21.9%

43.8%

Findings

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Question 3 - Scheduled maintenance

Unanimous preference for detailed messages.

The message is easily skimmable and points out most relevant information at the beginning.

Users may have chosen this wording because it is closest to the current style of internal messaging.

Answer Choices

We will be performing maintenance to the Financial Database Cluster on Saturday, March 23rd from 10:00 PM - 4:00 AM ET, therefore the Financial Database Cluster will be offline, causing associated databases and applications to be temporarily unavailable.

Just like you, some of our systems will be enjoying some down time this weekend for about 6 hours so we can perform maintenance. As a result, the Financial Database Cluster and related databases will be down temporarily.

Scheduled Downtime: This weekend, we'll be busy performing some "construction" on the Financial Database Cluster. Related databases will be temporarily unavailable.

Hold your horses! We're going to be performing maintenance to the Financial Database Cluster this Saturday (3/23) starting at 10:00 PM EST for approximately 6 hours. No database-related work for you!

54.8%

11.0%

17.8%

16.4%

Findings

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Question 4 - Ticket submission

Silliness may be tolerated for some error messages, not all.

Users don’t want to feel tricked.

May not react well to the thought of their submission being lost.

The purpose of the error message is not immediately conveyed, requires too much thought to understand the point.

Top answer include a message of gratitude

Answer Choices

Your inquiry was submitted and will be responded to as soon as possible. Thank you for contacting us.

You have successfully submitted a ticket to IT Support.

Thanks for filling out a request form! We will respond to your inquiry as soon as we can.

Oh no, we lost your submission! Looks like you'll have to start over... just kidding! We've got you covered.

35.6%

30.1%

27.4%

6.8%

Findings

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Question 5 - Submission error

Overwhelming preference for gentler, more polite error message.

Preference for an immediately apology and subtext that asks rather than demands.

Highlight system error, rather than user error.

Strong dislike for error prompt that attempts to joke with the user.

Nothing harsh or insensitive.

Dislikes over-exaggeration of human error.

Answer Choices

19.2%

16.4%

60.3%

4.1%

Findings

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Corporate IT communication preferences

Open to playful communication depending on situation and level of appropriateness

Preference for detailed messages that provide context to an issue and potential solutions

Wants accountability from applications; emphasize potential system error rather than user error

Needs acknowledgement of effort

Emphasize solutions rather than errors