Adobe: The Psychology of User Offboarding
growth.design
Adobe: The Psychology of User Offboarding
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Re: Adobe: The Psychology of User Offboarding
#2You can surely balance objectively user-championed concerns with business concerns as a UX professional but I felt a lack of understanding of this concept.
For instance, clearly stating exactly what will change when you cancel is a total win in my eyes yet you spent 10+ slides tearing that down simply for the use of the phrase "your favorite apps". Not being clear on a multi-subscription website what will change is a more egregious offboarding failure.
Verifying you're the account owner and not just a rando who clicked into an email of your friends account when that person expresses intent to make changes to a subscription is a standard security practice not necessarily an intentional point of cancellation friction. Test this bias yourself by trying to upgrade your plan, I'm certain you will be prompted to sign in prior to being able to upgrade.
Overall, the presentation was great but the principles underlying it were weak in my opinion.
Re: Adobe: The Psychology of User Offboarding
#3A “.design” site that 1) forces me to use landscape mode - so it knows I am on mobile, and then 2) shows keyboard hints…
Re: Adobe: The Psychology of User Offboarding
#4Website: “Use your keyboard arrows to view the story!”
Me, using an iPad: “…”
Edit: their home page for me is a black void. From their about section: “80,000+ people who care about crafting meaningful experiences for their users.”
Re: Adobe: The Psychology of User Offboarding
#5This whole presentation is ironic. Get to the point
Re: Adobe: The Psychology of User Offboarding
#6Considering that the majority of web traffic is mobile, you’d think these experience designers would have built a site that works on smartphones.
It told me to rotate my device, but I had to fiddle around to realize it wanted me to swipe horizontally to move to the next screen. And there was no way to scroll down slightly to center the content on my screen, so the bottom was consistently cut off.
Good critique of Adobe, but the presentation was surprisingly lacking.
Re: Adobe: The Psychology of User Offboarding
#7When I canceled my Adobe subscription 2 years ago, there was no way you could do it from your account. I had to contact support, then spent about about 10 minutes with them until they confirmed my subscription will no longer renew automatically. It took that many minutes because on the one hand they are not the quickest to reply, on the other they’re trained to push another year down your throat. You tell them that you haven’t used it in months and they’re like yeah, sure, but did you know you can get 10% off if you renew?
It’s like when you’re at McDonald’s and they ask you if you’d like a soft drink for the full menu. Two differences though: I’ve never seen a McDonald’s clerk insisting on the drink after I tell them it’s not necessary. And, most important, at McDonald’s they sell you a $0.99 Coke, while Adobe (and a lot others) sell you $119.88/y subscriptions.
Re: Adobe: The Psychology of User Offboarding
#8Adobe CC has a lousy cancellation process for the same reason the US has had lousy foreign policy—it doesn’t need a good one. There is no alternative, and until there is they’re not going to give up the joy of causing pain to those disgusting evil customers who thought of leaving them if they’re not going to be compensated.
Re: Adobe: The Psychology of User Offboarding
#9Adobe is horrendous for cancelling, this is actually an improvement from what it used to be.
Re: Adobe: The Psychology of User Offboarding
#10I had to block my card because canceling was too complicated.