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Empty States, Error States & Onboarding: The Hidden UX Moments Users Notice

Philippe H.

September 26, 2025

The primary workflows are almost always the focus of discussions about user experience design. Teams are constantly arguing about color schemes, button locations, and navigation patterns as they become fixated on dashboards, checkout processes, and feeds. However, the majority of users don’t always recall those glossy screens when asked what they truly remember. It’s the awkward silence when they first log in and see nothing. Or the cryptic error message that appears right when they’re trying to check out. Or the first five minutes of onboarding that either made them feel excited or made them close the app forever.

These “in-between” moments are easy to overlook, but they leave an outsized impression. Although they may not seem like particularly noteworthy features, onboarding, error states, and empty states are what distinguish a polished and dependable product from one that feels clumsy or cold. Ignoring users puts you at risk of upsetting them or losing them entirely. By making an investment in them, you can turn otherwise unmemorable encounters into enjoyable experiences that draw customers back.

Defining the hidden states

It helps to be clear about what these moments are in order to understand why they are so important.

Onboarding is your product’s welcome mat.  It’s how you present new users, assist them in seeing the benefits, and gently lead them to that initial “aha” moment when everything finally makes sense.

Empty states are the blank canvases of your app: the empty inbox in Gmail before your first email arrives, the fresh playlist in Spotify waiting to be filled, or the blank dashboard in a project management tool. These screens could feel barren and unhelpful, but when designed thoughtfully, they can inspire action and make users feel confident about what to do next.

Error states are those inevitable points where something goes wrong. Maybe the internet cuts out, a password doesn’t match, or the app itself just hiccups. While they’re often frustrating, they also present an opportunity: the chance to reassure people, explain what’s happening, and help them get back on track without tearing their hair out.

Taken together, these states form a kind of safety net in the user journey. They are not glamorous, but they are essential.

The hidden influence on user satisfaction and retention

Think about the last time you downloaded a new app. Within the first few minutes, you probably made an unconscious decision about whether you’d keep it.

That’s onboarding at work. It doesn’t matter how powerful the app is behind the scenes – if the introduction feels overwhelming or irrelevant, most people never stick around long enough to find out. Duolingo is a masterclass here. It doesn’t ask for endless personal details up front. Instead, it has you learning words in a new language almost instantly. That quick win creates momentum and makes you feel invested.

Empty states carry their own weight. Walking into an empty restaurant feels discouraging. The same is true digitally. Users may feel lost or even question whether they signed up for the wrong product if they see a blank dashboard with no guidance. In contrast, Trello greets new users with a completed sample board. You get an idea of the tool’s functionality and potential applications without the need for a tutorial. A dead end becomes a flash of insight with that one tiny touch.

Even more revealing are error states. No one expects software to be perfect. How the product handles problems is what counts. Imagine that the app abruptly displays “Error 503” just as you are ready to place your dinner order. This is not only inconvenient, but it also betrays your confidence. But if the same error was explained in plain language, with reassurance that your cart is saved and a lighthearted message to soften the blow, the experience becomes less painful. Slack has built a reputation for exactly this. When something fails, it combines a clear explanation with witty, human copy. Instead of feeling like the app is broken, you feel like the team behind it cares enough to make a bad moment better.

These small details add up. They shape how people perceive your brand, how much they trust it, and whether they’ll stick around for the long haul.

How design trends are reshaping these moments

The way companies handle these states has evolved dramatically. Visuals now play a huge role. Products like Mailchimp use playful illustrations, while Asana famously rewards task completion with flying unicorns across the screen. Animation and illustration aren’t just decoration, they add personality and warmth in moments that would otherwise feel transactional.

Tone of voice is another area where design teams have gotten more sophisticated. Instead of cold, robotic text like “Invalid input,” apps are increasingly using conversational microcopy that feels human. A message like “That email doesn’t look quite right. Did you mean gmail.com instead of gmal.com?” not only solves the problem but does it in a way that feels like a friend is helping you out.

Personalization has also become central. Modern onboarding isn’t one-size-fits-all. Duolingo asks why you’re learning a language whether it’s for travel, school, or work and adapts lessons accordingly. That simple question makes the experience feel tailored instead of generic.

Reducing friction is another growing priority. Dropbox, for example, doesn’t force you to complete an entire profile before you can upload your first file. You can jump in right away, which gets you to value faster. And then there’s gamification. From Headspace celebrating meditation streaks to LinkedIn nudging you to complete your profile with a progress meter, small rewards create momentum and make otherwise dull tasks engaging.

Good design versus bad design in the wild

Looking at real-world examples highlights just how big a difference design can make. Duolingo’s onboarding feels effortless. Within seconds you’re practicing, which is far more inviting than an app that requires you to fill out a ten-step form before showing any value. Dropbox’s onboarding is equally effective. It doesn’t overwhelm you with features but instead focuses on one simple action uploading your first file.

Contrast that with some financial apps that demand extensive personal information before letting you explore anything. The logic might make sense from a compliance perspective, but the experience is brutal for new users who just want to understand what the app offers. And then there are apps that force users through long tutorials without an option to skip, which almost guarantees drop-offs.

Empty states tell the same story. Spotify cleverly fills an empty playlist screen with recommendations, which turns a blank space into inspiration. Project management tools like ClickUp suggest creating your first task or even provide templates. Compare that with a product that simply displays “No data yet.” The difference in how each makes you feel couldn’t be clearer.

When it comes to error states, Slack is often held up as the gold standard. Its playful copy turns technical failures into moments of charm. Additionally, Google Docs gracefully manages errors by automatically storing your work offline and syncing it later, giving you peace of mind that nothing is lost. Conversely, users are only left perplexed and irritated by generic messages like “Something went wrong” or unintelligible codes like “Error 0x004”.

How to design and optimize hidden states

It’s not a matter of guessing to get these moments right. As with any core feature, the top teams test and improve them. Friction points you wouldn’t expect are frequently revealed by observing real people interact with onboarding, empty states, or error messages. Analytics can be enlightening as well.  It’s obvious that something is wrong if the majority of users stop onboarding at a particular point.

Experimentation helps too. Subtle changes in microcopy can dramatically alter user behavior. A password error that says “Password must be 8 characters” feels harsh, while “Almost there, make sure your password has at least 8 characters” feels encouraging. Testing variations like these shows which approach resonates best.

It’s also important to keep accessibility in mind. An error message that only uses color to highlight a mistake won’t help users who are colorblind. Clear text explanations, high contrast visuals, and screen reader support all matter.

And finally, consistency counts. Your hidden states should be in line with your brand’s playful and approachable voice. Jokes about error messages may seem inappropriate if your product promises dependability and professionalism. These little moments should feel consistent because they are extensions of your brand identity.

Looking ahead

These hidden states’ future is probably going to depend even more on intelligence and personalization.  Consider onboarding processes that do more than just pose a few queries; rather, they gather information from your current tools to customize a setup for you.  Empty states could cease feeling like “nothing” and instead serve as proactive launching pads that are brimming with ideas that are pertinent to your objectives.

Error handling will also get smarter. Rather than vague “try again later” messages, apps could diagnose issues more precisely and guide you through recovery with personalized recommendations. Additionally, emotional design will continue to be more important. These days, humor, compassion, and support are not merely “nice to haves”; rather, they are differentiators in competitive markets.

Conclusion

Empty states, error states, and onboarding aren’t edge cases. They are core parts of the user journey. The first impression of onboarding, the encouragement of an empty state, and the reassurance of an error state can determine whether someone trusts your product or abandons it.

By carefully planning these moments, you not only lessen conflict but also foster relationships. Both when everything is functioning flawlessly and when it isn’t, you demonstrate to users that you have considered their experience. That thoughtfulness translates into trust and loyalty.

In a world where consumers only need to tap to switch to a rival, it’s often these overlooked details that make the difference. Great products don’t just shine in their main workflows; they shine in the hidden states in between.