Case Study

When I was working at Spokeo, we had a great introductory offer to our service: a 7-Day Free Trial. Unfortunately, customers were signing up for the free trial, using the product once, and then cancelling their subscription.

The C-Suite requested that we develop an anti-cancellation funnel for users who had subscribed to the service via the 7-Day Free Trial offer.

An anti-cancellation funnel is a small application within the flow that slows down the rate of subscription cancellation. Our cross-functional team succeeded, not by making it more difficult to cancel, but rather by educating the user about the product. UX writing, content architecture, and content strategy all played a role in this multi-disciplinary project.