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YouTube
Subscription cancellation
Timeline
2023 Q2 - 2023 Q3 (100% Launched)
Company
YouTube
Role
Senior Interaction designer
Overview
Cancellation flow is different for each paid product on YouTube. There are variations between products, billing platforms and surfaces. The reasons why it's a problem:
Challenges in meeting compliance deadlines:
Difficulty complying with legal regulations in a timely manner, putting YouTube at risk for legal violations and fines.
Often times, we have to come up with one-off solutions that further creates more variations in flows and aggregates the problem.
Erosion user trust:
Cancellation steps are unclear and confusing to the users: it should be just as easy for users to cancel on YouTube as it is to purchase - we know it has benefits in the long run as users return to purchase on YouTube again from YouTube Commerce Trust Framework
Negative Business impact:
Unable to to easily measure retention or have meaningful data of cancel flow performance with so much variation. We are also unable to cross-sell or upsell to retain users with existing flows..
Resourcing:
Requires more bandwidth and resources, takes increased time from all sides (UX, PM, Eng) to address.
Role & Responsibilities
Design Collaboration:
Partnered with designers from the YouTube Music and Primetime Channel to ensure adherence to established design systems and patterns.
Cross-functional Collaboration:
Fielded and managed urgent requests from legal, product, and engineering teams due to system or regulatory constraints, and swiftly adjusted design components in response.
Legal Collaboration:
Partnered with the legal team for the cart view design to guarantee compliance and address immediate concerns.
UX Audit & launch approval
Executed rigorous UX audits to validate compliance with top-tier user experience standards before UX launch reviews.
For additional insights into the process and design decisions, please reach out to me. Thanks!
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