Challenges

AirbnbReported repeatedly

People are stopped by errors that explain nothing at all

4 people raised this across 3 weeks, on both iOS and Android.

Android and iPhone users in the United States and Canada, across three app versions.

In their own words

Neither app store gives a review a permanent public link, so each entry is a snapshot taken on the date shown and the link goes to the app's review listing.

Can't log in. I just get a generic error message, even after uninstalling and reinstalling.

Android, version 26.38, 1 star, United States,

  • described a workaround

Captured on . See reviews on Google Play

Uninstalled the app and reinstalled, no luck!

Android, version 26.37, 1 star, United States,

  • described a workaround

Captured on . See reviews on Google Play

slow chats bugs in messaging , bookings failure

Android, version 26.37, 1 star, United States,

Captured on . See reviews on Google Play

saving a place as a favourite did not work when you tapped the heart nothing happened

iOS, version 26.24.2, 2 stars, Canada,

  • described a workaround

Captured on . See reviews on the App Store

What people do instead

  • uninstall and reinstall
  • open the listing before saving it

What you could do with this

These four are written from the reviews above. Everything else on this page is quoted or counted.

written

BUILD IT

An error that names the step, the cause and the retry.

See how3 points
  • Give each failure path its own message rather than one shared string
  • Say whether retrying will help, and after how long
  • Start with the sign-in failure that survives a reinstall

Why it might not workSpecific errors leak how a system works, which is why teams default to one vague string.

written

START IT

Error-message review as a service for product teams.

See how2 points
  • Audits the failure paths a team never sees itself
  • Delivered as a rewritten set rather than a report

Why it might not workIt is the kind of work teams believe they can do themselves, and usually postpone.

written

STUDY IT

What does a generic error cost in abandoned actions?

See how2 points
  • Compare completion after a specific message versus a shared one
  • Measure retries before abandonment

Why it might not workThis needs production traffic, so it can only run inside a company that already has the problem.

written

WRITE IT

The error message as a design decision, not an accident.

See how2 points
  • Collect the same vague string across several products
  • Use the reviews where reinstalling changed nothing

Why it might not workError writing has a small literature already; the angle is what the vagueness protects.

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43 results