Cancellation
Problem
Although this was spurred by a California law aiming to eliminate using dark UX tactics to retain members who are trying to cancel their membership, our cancellation flow needed some love. To start, members needed to leave the app and go to the app store to cancel their membership. We of course didn't want anyone to cancel, but we shouldn't get in your way either.
Hypothesis
If we remind members what they get in their membership and offer a discount for staying, we won't see a significant member exodus after reducing friction.
contributions
Product Design
Interactions
Creative Direction
Strategy
Company
Headspace
Year
2024
Cancellation
Problem
Although this was spurred by a California law aiming to eliminate using dark UX tactics to retain members who are trying to cancel their membership, our cancellation flow needed some love. To start, members needed to leave the app and go to the app store to cancel their membership. We of course didn't want anyone to cancel, but we shouldn't get in your way either.
Hypothesis
If we remind members what they get in their membership and offer a discount for staying, we won't see a significant member exodus after reducing friction.
contributions
Product Design
Interactions
Creative Direction
Strategy
Company
Headspace
Year
2024
Cancellation
Problem
Although this was spurred by a California law aiming to eliminate using dark UX tactics to retain members who are trying to cancel their membership, our cancellation flow needed some love. To start, members needed to leave the app and go to the app store to cancel their membership. We of course didn't want anyone to cancel, but we shouldn't get in your way either.
Hypothesis
If we remind members what they get in their membership and offer a discount for staying, we won't see a significant member exodus after reducing friction.
contributions
Product Design
Interactions
Creative Direction
Strategy
Company
Headspace
Year
2024
Design Contributors
Crystal Smalls (final copy)
Lauren Allik (creative direction)
Keegan Wolfe (brand assets)
Design Contributors
Crystal Smalls (final copy)
Lauren Allik (creative direction)
Keegan Wolfe (brand assets)
Design Contributors
Crystal Smalls (final copy)
Lauren Allik (creative direction)
Keegan Wolfe (brand assets)