Error States (and some empty states) — Coinbase
Year
2022-23
Credits
Lead Illustrator: Maryanne N
Partners: Donna S (Design System), Sarah R (UXR)
Problem and Opportunity
Coinbase’s existing error and empty state illustrations lacked personality and didn’t reflect the brand’s crypto-forward vision. They often relied on generic imagery — like gears within phones or browsers — and literal problem symbols, which felt disconnected from Coinbase’s evolving identity. During a design system shareout, leadership recognized an opportunity to revamp these moments to better align with the brand and the broader Messaging States system.
I partnered closely with Donna S. (Design Systems) and Sarah R. (UX Research), engaging in rigorous user testing and design exploration. Together, we experimented with tone, metaphor, and visual storytelling to create error and empty states that felt more empathetic, intentional, and uniquely Coinbase.
This was the slide shown during a design systems update, where leadership immediately recognized the need for a better, more brand-aligned way for Coinbase to communicate during critical moments. The proposed update offered a clearer, more intentional experience — visually elevated and aligned with the Messaging States system, reinforcing trust and clarity when users need it most.
Existing error illustrations. Many cogs, many phones, many browsers that existed in our Illustration Library.
These sketches were inspired by the deep lore and playful spirit of Coinbase and crypto culture. Each concept leaned into the fun, weird, and unexpected — turning error codes into moments of delight. From space dogs to donut-flying aliens, these explorations aimed to bring charm and personality to an otherwise frustrating user moment, reinforcing Coinbase’s unique voice in the product experience.
Pairing with content design to ensure copy matched the vibe of the illustration.
ChickenFish got a little famous in the design org for their charm and unexpected energy.
404 ice cream is homage to previous 404s done before, but instead icecream is finally taking action instead of melting away…
These illustrations created an opportunity for copy to shine — giving space for tone, personality, and clarity to come through in moments that are often overlooked. By pairing expressive visuals with thoughtful messaging, we helped transform error and maintenance states into brand-aligned, user-first experiences that feel intentional and human.
We began thinking more intentionally about how illustrations and icons show up based on severity and tone. Our goal was to support users not just functionally, but emotionally — aligning the visuals and copy with the level of friction or impact the error introduced. This allowed us to craft a more empathetic and context-aware experience, guiding users through interruptions with the right balance of clarity, reassurance, and brand voice.
This was a high-impact UXR study that helped us understand how users respond to different types of visuals in critical moments. We tested a range of illustration types — from hero illustrations to pictograms and simple icons — to assess which visuals felt most intuitive and trustworthy. The study revealed meaningful insights into when to use symbolic vs. contextual imagery (e.g., a wallet for disconnect, or a door for exit), enabling us to align visual hierarchy with the user’s mental model and improve clarity in key flows.