11- François Chartrand @Headspace - How to design user-friendly and business effective cancellation process
d.MBA
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Cancel Your Subscription - What's the First Step?
The first thing i did was talk to customer experience because we get you know, lots of emales from users. I wanted a list of the top ten reasons people cancel their accounts. And i, you know, i printed that out, put it next to my laptop at my desk, and looked at that every day. You try to put yourself in the shoes of a user. It's so easy to forget that when someone cancels your other subscription, they're not trying to insult you. They've just made a decision that this thing is no longer serving me. So that was the ind of the original approach to the cancellation flow as to try to intercept that a little bit.
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