UX writing for TD Ameritrade: Error messages
Problem
The call center is inundated with phone calls due to confusing or vague error messages.
Solution
Rewrite error messages so that a user understands what happened and how they may be able to resolve the issue.
Before-and-after examples
EXAMPLE 1: Positions page refresh (used on web and mobile)
Before: Unexpected error. Call TD Ameritrade for help.
After: We’re having trouble with your request. Please try again, or call Client Services at 555-555-5555.
The original message was cold, vague and only offered a generic call to action—with no phone number. I rewrote the copy to match the brand voice and included a specific phone number for the user to call.
EXAMPLE 2: Trade ticket (used on web and mobile)
Before: Your order could not be submitted.
After: You must select a quantity to submit a trade ticket.
The original message explained what happened, but didn’t include a solution. I rewrote the copy with specific instructions to help the user continue.
EXAMPLE 3: All app pages (used on mobile)
Before: Network error.
After: We couldn’t load the page. Please check your network connection and try again.
The original message was abrupt and did not provide a suggestion to resolve the issue. I rewrote the copy to be friendlier and included a common self-service solution.