Websites and content
“No records” can mean several different things
Explain whether the work is finished, filtered, unavailable or not yet started.
An empty list appears in a customer workspace. The customer cannot tell whether there are no requests, a filter hides them or the information failed to load. An empty state needs a meaning and an appropriate next action.
Separate the causes
For a fictional Estonian service business, consider a new customer with no history, an existing customer using a narrow date filter and a temporary connection problem. Showing the same cheerful “all done” message for all three can be misleading.
Decide what the application actually knows. If the source is unavailable, it should not claim that no work exists. If a filter removes all results, make the filter visible and provide an understandable way to change it.
Make the next route relevant
A first-time user may need an explanation of how a request starts. Someone reviewing a completed project may need access to its approved documents. A generic button to create another request is not always the right response.
W3C's page-structure guidance helps organise headings and content so the message can be understood in context. The business must still define which state the screen represents and which action is appropriate.
Review examples with the team
Prepare the three fictional cases and ask a colleague to describe what they believe happened. Include a slow or failed data response in the agreed test environment. Check the customer view and any staff alert that should accompany an actual problem.
A customer workspace or content review can improve these moments. A blank screen should not force the person to infer the state of the business.
Further reading: W3C guidance on organising page information.