A lot of people toss around the phrase, “It’s not about the destination. It’s about the journey.” And those people are telling the truth — until they hit a roadblock.

Missed turns or poorly-given directions can cost someone hours on a trip. When you’re on a mission, those hours spent trying to find what you need could ruin the entire experience.

It doesn’t always have to end in disaster. This more optimal scenario could occur: you take a wrong turn, but after stopping at a nearby gas station, you leave with more than accurate directions to your final destination. You’ve also managed to score a free ice cream cone from the sweet old lady working behind the gas station’s register because she saw you were lost… and wanted to cheer you up.

Often, website visitors can wind up getting turned around. It’s not always their fault. They could’ve typed in the wrong URL (common) or clicked on a broken link (our mistake). Whatever the reasoning, you now have confused people who only wanted to engage with your website in some way and now can’t. You hold the reins on their navigation. You can guide them back to where you wanted them to go all along or you can leave them frustrated and in the dark. Do they need to make a U-turn? Did they get off at the wrong exit? Only you can tell them, and the best way to do so is through a 404 error page.

Your website’s 404 error page can deliver either of these scenarios with regard to getting your visitors back on their buyer’s journey. A lackluster 404 page irritates your visitors and chases them away into the hands of a competing website that better guides them to what they’re looking for. That lackluster 404 page has bland messaging with minimal visual elements. It might include a variation of the same serif text: “This page does not exist.” That’s like your web users asking you for directions and telling them nothing more than “well, what you’re looking for isn’t here. Good luck.” Nothing more.

Even brands with seemingly clever branding can neglect a 404 page! The owner of this sad excuse for an error page will remain anonymous (but it rhymes with Bards Tragainst Bubanity).

Unfortunately, even some of the world’s best brands use these 404 pages. No navigation. No interesting text. Nothing that reflects their brand messaging. Visitors are left even more disappointed in their encounter than before.

However, there are some 404 pages that go above and beyond. Rather than the stark white of a standard 404 error page, these pages take an opportunity to speak to users in a more personal tone. Excellent 404 pages are exactly like getting an unexpected treat from a friendly face. Well-crafted 404 Pages can redirect your pages’ visitors away from being lost and confused and to a much happier mood and onto a more helpful page on your website.