Empty states are moments in a user journey where the interface has little or no data to display. This might happen when a search returns zero results, a dashboard has no user activity yet, or an error prevents content from loading. In other words, they’re the spaces in your product where things don’t go as planned – or haven’t happened yet.

Although these states might seem like minor design elements, they carry significant weight in how users perceive your product. Think about it: the very first impression a new user gets from your app might be an empty dashboard or a blank profile. If these states feel unwelcoming, confusing, or broken, users can quickly lose confidence and disengage.

Real examples of empty states and edge cases include:

• A zero results page after a user's search query
• Error screens when a network request fails
• A newly signed-up user's dashboard with no activity yet
• Nothing to show in "Favorites" or "Saved Items" sections
• Fallback flows when users enter invalid data

So why does this matter in UX testing? Because these are often the moments when users are most vulnerable. Testing how users interpret and respond to these flows – especially with tools like UserTesting – helps you uncover confusion, frustration, and unmet expectations that wouldn't show up in testing typical use cases.

Unfortunately, in many DIY UX platforms, testers tend to focus solely on the happy path. It’s natural to want quick feedback on core journeys, but neglecting empty states creates blind spots that impact conversions, support tickets, and overall satisfaction. UX best practices recommend never treating these touchpoints as blank space – instead, they should be intentional, supportive, and aligned with your product's tone and purpose.

In short, a well-tested and thoughtfully designed empty state can:

• Reinforce your brand’s tone and value
• Guide users toward meaningful action
• Reduce confusion and task abandonment
• Prevent unnecessary customer support queries

But to achieve this, you have to include them intentionally in your usability testing process. And that’s where many teams – especially newer ones – run into avoidable mistakes.

Using tools like UserTesting makes launching usability studies faster and more accessible than ever. But with that ease often comes a learning curve, especially when you're testing edge cases like error messages, fallback screens, or zero search results. These scenarios aren’t always baked into your main flows, and that makes them easy to skip – or test poorly.

Here are some of the most common mistakes newcomers make when testing empty states and how to fix them.

1. Only testing the “happy path”

Beginner test plans often stick to success scenarios – for example, a search that always delivers results or a form submission that always goes through. But that leaves out the cases where users run into problems or are left wondering what to do next.

Fix: Be sure to design test scenarios that include breakdowns: failed logins, no results, validation errors. Think about the edge cases and build them into prompts or prototype states.

2. Ambiguous tester instructions

When framing tasks in UserTesting, it’s easy to assume the user knows what you’re trying to examine. But DIY test participants don’t have the context or background of your product – and when testing edge cases, this becomes especially problematic.

Fix: Write clear instructions that guide testers to specific actions or parts of the interface. For example: “Try making a search that you think won’t return any results,” or “What would you do if this page didn’t load properly?”

3. Not including true prototypes of empty states

Some teams run tests without actually building the empty states into their wireframes or prototypes. Users can’t give feedback on something that doesn’t exist – and you miss the chance to evaluate if the fallback is useful or frustrating.

Fix: Include fully designed screens for expected edge cases. Even if they’re simple, users will respond more authentically when they’re seeing what the real experience might be.

4. Ignoring emotional responses

Edge cases often trigger emotional reactions: confusion, frustration, sometimes amusement. If you only watch where a user clicks, you might miss how they feel.

Fix: Watch for body language, hesitation, tone of voice in think-aloud studies. Ask specifically, “How does this make you feel?” or “What would you expect to happen instead?”

5. Lacking the right expertise to interpret messy data

Testing empty states often leads to noisy data – scattered thoughts, unclear feedback, and edge-case behavior that can be difficult to interpret if you're new to research.

Fix: Bringing in UX research experts – like SIVO’s On Demand Talent professionals – can help structure the study upfront and guide the analysis afterward. Their experience ensures even niche, complex findings are translated into clear, actionable insights for your team.

As companies increasingly rely on DIY UX testing tools, the value of having expert guidance becomes even greater. Whether it’s fine-tuning test prompts, implementing UI/UX best practices, or vetting fallback flows for high-risk moments, experienced On Demand Talent can help your team get more from your toolkit – without having to slow down or stretch internal resources.

When testing user interfaces in tools like UserTesting, empty screens, zero results pages, and error messages often get overlooked. Many teams focus only on the "ideal" path—the flow that assumes smooth, successful use. But in reality, edge cases like empty states are critical to user experience (UX) and play a big role in determining whether someone continues using your product or abandons it.

Start With Clear Intent Behind Each State

Every empty screen should serve a purpose: guiding the user, reassuring them, or offering a next step. Whether it's a zero search result page, an error screen, or onboarding message, clarity is key. Ask yourself during UX testing: what does the user feel when they land here? Confused? Stuck? Empowered? Your design should guide that emotional response.

Make It Obvious What Went Wrong (and What to Do)

Many error messages are vague or overly technical, which can frustrate users. Instead, error states should speak in clear, human language and ideally offer a recovery path.

For example:

• Error screens: Instead of "Server Error 500," say “Oops, something went wrong. Try refreshing or come back later.”
• Zero results pages: Suggest alternative keywords or related content.
• No data available: Use examples or mock content to preview what will appear once data is available.

Don’t Leave It Blank – Use Visuals and Voice

Empty states don’t have to feel... empty. Brand-consistent visuals, microcopy, and even subtle animations can let users know the product still works as intended—it just needs their input. Consider fictional examples, like a budgeting app showing a cheerful message on an empty dashboard: “Looks like you haven’t added any expenses yet. Start by logging your first transaction!”

Test Different Edge Case Scenarios

To get the full picture during UI/UX research, use test scenarios that simulate what real users might encounter. In usability testing, ask participants to:

• Search for something the system doesn’t support
• Leave fields blank or enter unexpected data
• Explore the app before adding any personal content

These are common real-life behaviors—and testing them helps you design interfaces that gracefully guide users forward, not confuse or frustrate them.

Improving empty screen UX design isn't just good usability hygiene—it's a way to build trust in your product, especially in the early moments of user engagement.

DIY usability testing platforms like UserTesting provide fast and affordable access to user feedback. However, when it comes to designing edge case scenarios—like someone encountering a zero results page or making an error input—the approach can get tricky. While these platforms make it easy to test straightforward paths, more complex or unusual scenarios require extra planning and skill.

Edge Cases Are Easy to Miss Without Expert Input

When teams use DIY tools without UX best practices in mind, they often focus on the most common or ideal user flows. That’s understandable—these are the easiest to simulate. But that means fallback experiences, system errors, and rare user paths don’t receive the attention they need.

Common problems include:

• Narrow test scripts: Failing to ask participants to explore edge cases like invalid input or extreme filters
• Incomplete prototypes: Not building in empty states or error screens, so users hit dead ends in testing
• Bias toward the "happy path": Results that skew positive because users only tested optimal flows

So, Can UserTesting Handle Edge Case Testing?

The short answer: yes, it’s possible—but it requires thoughtful setup. You can effectively test error messages, fallback UX experiences, and unusual journeys in UserTesting if you design the study specifically with those cases in mind.

This often includes:

• Prepping prototypes that include realistic error screens and zero-results pages
• Designing test prompts that ask users to 'try and break it' or intentionally do something wrong
• Analyzing reactions to both functionality and emotional cues (confusion, frustration, trust)

Unfortunately, these more nuanced test setups often get lost in self-serve workflows—especially when under time pressure or without experienced researchers navigating the process.

Why It Helps to Have Strategic Support

Experienced UI/UX research professionals know how to anticipate edge use cases that less experienced teams may overlook. They understand how to phrase tasks, how to interpret usability testing reactions across various segments, and how to ensure testing reveals actionable insights—not just surface-level feedback.

In this way, DIY UX testing mistakes in SaaS tools aren’t caused by the tools themselves. It’s usually a gap in research design or lack of contextual understanding. That’s why combining agility with expertise—like bringing in On Demand Talent—can offer the best of both worlds: speed and strategic depth.

As more teams embrace DIY testing platforms like UserTesting, the pressure to move fast is higher than ever. But speed can come at the cost of insight quality—especially when designing UX testing strategies for complex flows like empty states, error pages, and edge case interactions.

This is where SIVO’s On Demand Talent solution comes in. Our network of experienced UI/UX research professionals helps teams unlock the full potential of these tools—bringing strategic thinking, smart test design and actionable insights to the table.

More Than Freelancers: Dedicated UX Experts

Unlike freelance platforms or generic consultants, On Demand Talent professionals are vetted consumer insights experts. They’ve run hundreds of usability studies across industries, and are deeply familiar with both DIY tools and traditional research methods. They’re not learning on the job—they’re bridging skill gaps on yours.

Real Impact: From Test Design to Synthesis

Whether you’re testing how users respond to zero search results or assessing the tone of an error message, our experts help by:

• Designing realistic test scenarios that simulate rare but critical user behaviors
• Ensuring empty states are fully represented in prototypes or live environments
• Interpreting responses beyond surface-level observations to find patterns
• Training your team to build long-term capabilities with DIY tools like UserTesting

Many insight teams don’t need more hands—they need smarter ones. On Demand Talent gives you just that, quickly and flexibly.

Flexible Support That Scales With You

You may not have the bandwidth—or need—for a full-time research hire. But with On Demand Talent, you can get high-caliber support in just days or weeks, precisely calibrated to your timeline and scope. Whether it’s a short-term refresh, a deep-dive diagnostic, or foundational research planning, our professionals integrate seamlessly with your team.

For example, imagine your product team is gearing up for a redesign. You already have a prototype and plan to run tests through UserTesting. An On Demand researcher from SIVO helps you map out overlooked use cases, fill gaps in the prototype, and interpret complex reactions—transforming your results from a directional gut check into an actionable roadmap.

In a world of rising AI and automation, human insight still matters—especially when fine-tuning emotional and reaction-based experiences like fallback UX. High-impact research doesn’t just come from tools. It comes from the minds that know how to use them effectively.