Currently I'm working on a branch banking application which is going to be used for all banking transactions such as Money deposit, EFT but also Campaign Management etc. (Some user roles are directly customer centered and some are employee centered)
We are thinking of using a funny language while giving user messages (error, success & info) in CRM related transactions (Not customer centered). By CRM related I mean, there are some transactions which are related with the user's own. Creating a task, Updating a campaign and viewing a customer etc.
But I'm not sure if its a good idea. Even though they're not customer related, they are still in the same application and this could decrease the consistency of our product.
What would you advise?
Answer
When we’re dealing with Banking and money transfer, it is an exceptionally bad idea. Finance isn’t supposed to be funny, since it’s a very serious business. Instead, error messages should be clear and to the point what is actually wrong, and not some random fun message.
When a user receives an error message, she/he is already under pressure, since users don’t want to be wrong. Making fun of them or anything else won’t help the current stress the user is in. If you want to ease the stress for the user, a fun message could be wrongly interpreted.
What you can do is to make the error message have a nice friendly tone. Instead of “Integer expected” you could type, “This field needs a number”. That way you help the user explaining what is wrong and you lower the stress of the user, which is a good thing. However, please, stay away from funny error messages.
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