My Role

Users were encountering unclear error messages during video playback that increased frustration and escalated support tickets.

My goal was to create new messages that were clear, and disarming while being in alignment with the tone of voice of Paramount+.

I was responsible for auditing existing error messages, identifying pain points, and crafting user-friendly alternatives to ensure error messages addressed technical issues effectively.

Content Audit

I reviewed all existing error messages to identify vague language, jargon, and lack of actionable guidance that further understand user pain points and expectations when encountering errors.

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Crafting Messages

I applied a consistent structure: clear issue description → actionable steps if necessary → optional additional context to ensure alignment with the brand’s tone while balancing empathy and professionalism.

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User Testing

Usability tests were then conducted to validate the clarity and effectiveness of the messages before iterating them seamlessly into the app's UI.

Results:

Reduced support tickets related to video playback error messages.
Increased user task completion rates after encountering errors by 7%.
Received feedback that users appreciated the clarity and helpfulness of the messages.

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