Introduction
Interactions with digital products are like conversations between users and the system. When users perform actions, such as creating, editing, or deleting, they expect the system to respond. They also expect the system to initiate communication when something important happens that they didn’t trigger.
Feedback and status messages are the system’s voice. They communicate the outcome of user actions and the ongoing status of the system. This makes the system feel responsive, builds trust, and reduces uncertainty.
These guidelines outline how Telescope enables Pleo to speak to users with a clear, helpful, and consistent voice. They cover best practices related to status types, components, accessibility, and provide resources in case you want to learn more about this topic.
Key principles
When designing or implementing feedback and status messages, consider the time, place, and way in which you communicate with users. Keep the following principles in mind:
Timely
Feedback should appear as soon as possible after an action, making the system feel responsive and giving users a sense of control. For longer processes, be mindful of when and how feedback appears, ensuring it informs users without being disruptive.
Relevant
Relevancy has several dimensions in relation to feedback and status messages:
- Placement: Is it clear which element on the page the message relates to?
- Information: Does the message include only essential details?
- Prominence: Does the visual weight match the message’s importance?
Actionable
Whenever possible, messages should give users a clear path forward. If something went wrong, explain how to fix it or provide a direct way to retry. If the system needs attention, guide users toward the next step. Even positive confirmations can be actionable by highlighting what’s now possible. Actionable messages reduces dead ends and empowers users to stay in control.
Triggers
There are three main triggers for feedback and status messages.
Task
Messages triggered by a user performing an action, such as submitting a form, toggling a setting, or deleting an item. These let the user know that the system registered the action and communicate the outcome.
System
Messages triggered by the system itself, such as automatic logouts, connectivity issues, or maintenance notices. These keep users informed about important events or changes they didn’t explicitly initiate.
Awareness
Messages triggered to draw attention to ongoing conditions or opportunities, such as an expense’s review status, a new feature announcement, or an upgrade prompt. These raise awareness of important states or options the user may not otherwise notice.