As someone recently having gone through that: The cancellation experience is bad, but nothing compared to the experience of then deinstalling Adobe CC. After some fixing I did get my machine to at least boot without throwing error messages, but I still see Adobe stuff hanging around my system. Ugh.
Adobe: The Psychology of User Offboarding
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Re: Adobe: The Psychology of User Offboarding
#12Website: “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.”
“Could this meeting have been an email?” -> “Could this multimedia experience with custom controls have been a blog post?”
Re: Adobe: The Psychology of User Offboarding
#13If it's hard to figure out how to cancel a subscription then just do a chargeback. Since it costs you nothing and is very expensive to the business. Punish them for the dark patterns and spying and bloated nodejs background processes.
Re: Adobe: The Psychology of User Offboarding
#14A “.design” site that 1) forces me to use landscape mode - so it knows I am on mobile, and then 2) shows keyboard hints…
The artist also uses a "dark pattern" where a little popup window covers up the right arrow 2/3rds of the way through saying, "HEY SUBSCRIBE TO MY MAILING LIST" what a hypocrite.
Re: Adobe: The Psychology of User Offboarding
#15Considering 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 Ado…
Same. I declined to try to read their presentation because of the UX around it.
Re: Adobe: The Psychology of User Offboarding
#16When 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 y…
Users should automatically write bills for wasted time to cooperations.
Re: Adobe: The Psychology of User Offboarding
#17After having similar experience with The Economist, I have switched all subscriptions I’m not sure I will renew to single-usage cards. Luckily there’s more and more banking providers who support this.
Re: Adobe: The Psychology of User Offboarding
#18I had to sign back into my computer on my windows install so that I could run the uninstaller, which seemed very odd. I had a one month subscription to in design so I could make some stationery (which went very well), but having to sign in to uninstall a few months later was a bit rude.
Re: Adobe: The Psychology of User Offboarding
#19Love how during the presentation suddenly a chat window appeared while I still was paying attention to the presentation, I had to refocus to deal with that one. At first I thought it was part of it but it wasn't. I'm not sure if the person pays attention to their own advice.
Re: Adobe: The Psychology of User Offboarding
#20You 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…
I guess his point was that you know, the actual login screen should have happened before you were logged into the account. Then again, asking for re-confirmation after pressing "cancel" is also a common thing.