This project tackled the cancel page where people usually only had one option: to cancel. We updated it to switch the mental model, make it mobile-friendly and create a more neutral space that allowed for a different outcome. Additionally, we created different versions for IOS and Android to account for specific policies and how they differed on each platform.
The challenge
People come to the cancel page when they are disappointed with a service, and “easy cancel” is a Netflix promise we wanted to keep.
The thinking
We wanted to offer the member more choices, without getting in the way of their intention (or trying to shame them for cancelling). We highlighted 3 options that expanded to give you more details. This made for better UI and allowed people to consider their options in a way that took off the pressure.
The results
Projected Web & IOS revenue $175 Million.
The original
The redesign
