Not every part of a digital product is about perfection. Some of the most critical — yet often overlooked — moments in a user experience are the points where things don’t go right. Whether it’s an error due to a network issue or an empty dashboard after first login, these moments can either frustrate users or turn into meaningful opportunities. In this article, we’ll explore the concept of error states and empty states, and how smart UI and UX design can transform what looks like failure into an engaging and helpful experience.

These aren’t just edge cases. In fact, they’re inevitable. A well-designed app or site doesn’t pretend failure won’t happen — it plans for it, and does so with clarity, empathy, and even personality.

Why We Should Stop Ignoring Error States and Empty States

Most design and development teams focus heavily on the happy paths. That’s understandable — we want users to succeed, complete actions, and get results. But let’s face it: the world isn’t perfect. People lose internet connection, enter wrong info, or show up to an empty screen after signup. If these states are neglected, your users can feel lost, confused, or worse — abandoned.

Think of these moments like customer service in a restaurant. When things go wrong, that’s when people really notice how much you care. The same goes for digital products. Error states and empty states can either feel like a brick wall or a helping hand. It’s up to us to design them properly.

How Error States Can Build Trust Instead of Frustration

Let’s break down what makes a good error state. First, it’s not just about slapping a red warning icon and saying “Something went wrong.” That’s lazy UX. Great error messages are:

• Clear: Tell the user exactly what happened.
• Helpful: Offer a next step or solution.
• Friendly: Use human language, not code or vague warnings.
• Contextual: Place the message near the problem area and tie it to the user’s goal.

For example, instead of saying “Error 403: Access Denied,” you could say, “Looks like you don’t have permission to view this page. Want to return to your dashboard?”

That one sentence flips the tone from cold system failure to a friendly nudge. And when users feel like the system is looking out for them, their trust in the product deepens — even when things go wrong.

Empty States: A Blank Canvas or Missed Opportunity?

Empty states are what users see when there’s no content yet — a newly signed-up account, an inbox with no messages, a dashboard waiting for the first data point. Designers often treat these areas as low-priority, filling them with placeholder boxes or, worse, nothing at all.

But here’s the trick: the empty state is your first impression in many flows. Imagine signing up for a task app and seeing a cold, blank screen. Confusing, right? Now imagine instead you see a message like:

“Welcome aboard! Ready to stay organized? Add your first task and get started.”

Paired with a nice illustration and a clear CTA, that small touch turns a vacuum into an invitation. The user now knows what to do next — and feels good about doing it.

Turning Failures Into Opportunities (Yes, Really)

Here’s the good news: if done well, error states and empty states can actually increase user satisfaction. Why? Because users remember how a product makes them feel in moments of uncertainty. When something breaks and the system calmly explains why and offers a clear path forward, it reassures them. When a product seems to anticipate a blank moment and guides them gently, it creates a sense of thoughtful design.

In marketing terms, this is part of brand experience. Every micro-interaction, especially around errors and emptiness, shapes how people view your product.

And it doesn’t need to be boring. Some of the best error states and empty states use humor, illustrations, animations, or even personalized messages. Think GitHub’s famous Octocat or Mailchimp’s quirky characters. These add personality while still being helpful.

Best Practices for Error States and Empty States

Let’s dive into specific tips for crafting better states, whether it’s a crash, a timeout, or a fresh new profile with zero data.

1. Acknowledge the Error or Emptiness with Empathy

Don’t treat it like a bug to be hidden. Say what happened — and do it in a way that shows you understand how frustrating it might be. A little empathy goes a long way.

Bad: “Error 500. Try again.”

Better: “Oops! Something went wrong on our side. We’re working on it — please try again in a moment.”

2. Offer a Clear Next Step

Never leave users hanging. Whether it’s a “Retry” button, a link to the help center, or a CTA to create something, make sure there’s something they can do right away.

3. Use Visuals to Reinforce the Message

Icons, illustrations, and even subtle animations can soften the tone and provide context. But don’t overdo it — visuals should support, not distract from, the core message.

4. Design for Real Scenarios

Test your product with real failures and first-time flows. You’ll often discover that these areas need more attention than you thought. Simulate slow networks, empty databases, and permission errors — and ask: “Is the experience still understandable and helpful?”

5. Align with the Product’s Voice and Brand

Error and empty messages are part of your brand voice. If your product is casual and fun, lean into that. If it’s professional and serious, keep it calm and clear.

6. Personalize When Possible

For logged-in users, refer to them by name. Mention context (“You haven’t added any invoices yet”) rather than generic phrases (“No data found”). These tiny touches create a big impact.

Examples of Great Error States and Empty States in the Wild

Here are a few products that have nailed this part of the experience:

• Dropbox: Their offline error screens are beautifully illustrated and explain the issue with charm — while offering a “Try Again” button right where you need it.
• Slack: Their empty channels use quirky lines like “It’s quiet in here… for now,” setting a friendly tone while pointing you to next steps.
• Notion: Their clean empty states give you instant ways to add content and show you templates, making the first interaction smooth.
• Figma: When there’s a server hiccup, Figma explains the error but also allows you to save your local work and try again, showing clear care for user data.

These companies don’t treat failure like failure. They treat it like a conversation. And that’s the mindset every team should adopt.

Planning for the Worst to Deliver the Best

If your team doesn’t actively design for errors and empty states, you’re essentially leaving parts of your product to chance. And those parts are often the ones that shape user retention and satisfaction.

By embracing the idea that error states and empty states are moments of truth, you can intentionally craft experiences that feel supportive rather than frustrating. Users may not remember when everything worked perfectly, but they will remember how your product made them feel when things went sideways.

From Frustration to Delight

The path from an error to a user’s smile is shorter than you think. All it takes is a little effort and imagination. Don’t let your product freeze in the face of failure. Instead, plan for it, design for it, and turn those tricky moments into something that helps — or even delights — your users.

FAQs

1. What’s the difference between error states and empty states?
Error states happen when something fails (e.g., network issue); empty states appear when there’s no data yet (e.g., first login).

2. Why are empty states important in UX?
They’re often the first thing a new user sees, so they shape the initial experience and guide users on what to do next.

3. Should error messages be funny or serious?
Depends on your brand. Humor can work, but always prioritize clarity and helpfulness first.

4. How do I design a good error message?
Be specific, explain what happened, offer a solution or next step, and use a friendly tone.

5. Can empty states improve conversion rates?
Absolutely. When they guide users clearly, they help people take action — which increases engagement and conversion.

Final Thoughts

At the end of the day, it’s not about avoiding failure — it’s about designing for it. Whether you’re building an app, website, or dashboard, don’t overlook the so-called “edge cases.” Those edge cases are real experiences for real users. And with a bit of design love, your error states and empty states can be transformed from dead ends into thoughtful, supportive, and sometimes even delightful touchpoints. That’s what turns a good product into a great one.