Scribd Cancellation
Flow
An exercise in being both honest and polite when users want to cancel.
UX · Growth
In this project I re-designed Scribd's cancellation flow to be user friendly, empathetic, and most importantly clear. A good cancellation flow has to walk a fine line between softly persuading you to stay, but doing so in a way that doesn't annoy the user. This re-design ended up increasing user retention while also making the cancellation process very clear.