Voice and tone · nuanced
VT-05
Show empathy in error and failure states, scaled to the severity of the problem. High-impact errors (payment failures, data loss) should acknowledge the frustration and reassure the user. Low-impact errors (failed upload, timeout) should be clear and helpful without over-dramatizing.
Pass example
We couldn't save your changes. Your work isn't lost - try saving again.
Fail example
Save failed. Error code 408.