Error Page Redesign

I led a project to redesign Procore’s full-page error messages, updating outdated content and branding and improving usability with the goal of reducing the number of calls, chats, and emails to Procore's customer support team regarding error pages. Before the redesign, Procore’s Customer Support team was spending over $470K per year addressing user confusion around error pages, with more than 1,300 internal Slack messages asking for clarification or updates around 404, 500, and 422 errors in just the first two weeks of January 2021. By auditing the existing pages and establishing best practices that made errors clearer, more on brand, and which directed traffic to more helpful resources and away from customer support, I not only reduced the number of error-related support tickets by nearly 40% in 6 months, but also improved user trust and product consistency across eight redesigned error experiences.

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I was the UX lead on this project, and I partnered with a marketing illustrator to update Procore's visuals to match current branding.