1.2 - Improve visibility for end-users and administrators
In some situations, caching is not possible. That’s the case with payments. If the API you use to handle a payment doesn’t respond; payment-details cannot be saved in the database (for security reasons) and you cannot even assume that these are correct. In other words, the only thing you can do is let the customer know that the payment API is down.
To avoid communication issues, the UX should make it clear that the payment handler is not working and that the team has been notified. You want to avoid unclear messages such as “there is an issue” and be more specific: “The payment platform isn’t responsive. The team has been notified. Please try again later.”. A clear error message will avoid frustration and help the customer-support team.
More visibility is greatly beneficial to website administrators and content editors. For complex websites with various API integrations, it’s great to let them see API statuses and synchronization jobs statuses in the website admin. For example, an administrator wondering why an image hasn’t been imported yet into the CMS could look into the “image import job” screen, see that there is a job in progress (instead of sending emails to the developers).