Commerce: Self-cancel

Most subscription-based businesses provide customers with the ability to cancel their plans online, typically mirroring the experience of speaking with a support agent via chat or phone. This flow was designed for individual users (not teams) who log into their accounts to manage and cancel their subscriptions. Originally created prior to transitioning under the Commerce department, the design was based on requirements from the business. I led the end-to-end of that experience with a strong focus on retention strategy. The objective was to understand the customer’s reason for cancellation, present right-sizing options such as alternative plans, pricing adjustments, or promotional offers, and create opportunities to retain value where possible. If the customer chose not to accept an alternative, the flow allowed them to seamlessly proceed and complete the cancellation. The design evolved over time (ie: modal format) and content changes happened through business requests and A/B testing. Browse my work below.