When a confirmation box asks the question “Are you sure?” it introduces doubt and second-guessing. (I don’t know, am I? What am I supposed to be sure about? What does yes mean in this scenario?) The question is vague and the options are unclear, leaving users unsure about what the right answer is.
We replaced that format with a simpler, clearer confirmation:
- The headline asks a short question, starting with a simple verb.
- The body copy includes relevant details in 1 or 2 short sentences, using the format “This will result in that….”
- The button repeats the same action verb from the headline.
For example, if you click on a button to remove a beneficiary from an account, a confirmation with this content appears:
Remove beneficiary from this account?
This will remove John Doe Jr. from My Retirement Account.
[Remove] [Cancel]
The format works for more complicated scenarios, too. For example, if you click on a button to remove a beneficiary from a plan that contains multiple accounts, a confirmation with this content appears:
Remove beneficiary from this plan?
My Retirement Account is part of Plan 5678. This will remove John Doe Jr. from all accounts in the plan:
• My Retirement Account xxx xxx 1234
• Our Trust Account xxx xxx 9999
• Side Investments xxx xxx 8888
[Remove] [Cancel]
We used this same format for confirmation boxes across the website, increasing consistency and clarity for each scenario.
Jonathan Kirkham's Portfolio 