Wellhub
- UX writing
- design system
- AI
- leadership
Error message framework
TLDR:
I know you don’t have time to read a whole portfolio, so here’s what matters:
- ChallengeReduce Salesforce support tickets caused by alerts and error messages sales executives didn't understand, and roll out the solution across the whole application. — Go to section: The challenge
- My role & scopeLead the project with a mid-level designer: guide the discovery, review research and artifacts, shape the solution pairing with her, and propose that the deliverable also be a Claude skill. — Go to section: Discovery
- ResultsApproval of the full framework for rollout across the whole application, with message comprehension going from 35% to 85% in user testing. Leading one of the company's first AI-first design deliveries: a skill for the alerts and errors framework. — Go to section: The results
- Key decisions & trade-offsPrioritize the full framework over just rewriting copy, aligning with engineering until the highest-effort scenario became a viable plan. Grow the mid-level designer by preparing her to lead the final presentation to leadership. — Go to section: From framework to skill
The problem
Overview
Wellhub's sales team didn't understand Salesforce's error messages and, not knowing what to do, opened support tickets. Many weren't bugs: they were questions the message itself could have answered.
Salesforce is the company's internal CRM, used every day to create opportunities, convert leads and close contracts. With many integrations and business rules, errors are part of using it. The problem was what the messages said, and what they left out.
What the tickets showed
Tickets from the first half of 2026 showed the size of the problem and where it came from.
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