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From YouTube: UX Showcase - Philip Joyce - Cancellation modal design
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A
Hey
and
so
hey
everyone,
I'm
Phil
I-
am
a
product
designer
on
fulfillment
I
still
haven't
gotten
around
to
meeting
everyone
on
the
car,
yet
so
I'm
gradually
working
my
way
through
and
I
wanted
to
go
through
a
slightly
small
UI
issue.
A
The
first
issue
I
actually
picked
up
in
in
gitlab
and
it's
to
do
with
a
cancellation
model,
and
there
was
some
kind
of
interesting
findings
that
came
out
around
the
value
of
iteration
that
we
kind
of
push
in
gitlab
versus
the
value
that
we're
actually
getting
from
from
designing
certain
features,
and
so
I'm
gonna
I'm
gonna
go
through
a
few
points
on
that.
A
So
the
current
experience
was
this:
it
is
a
standard
modal
that
appears
when
a
user
tries
to
cancel
their
subscription
on
gitlab
tells
them
they're
about
to
cancel
they'd.
Ask
them
for
a
bit
more
information,
so
they
can
select
one
of
these
multi-select
options
here,
for
example,
why
they're
not
continuing
their
subscription?
They
can
also
add
some
content.
A
We've
also
got
at
the
bottom,
an
option
to
opt
into
a
conversation
for
a
callback,
and
then
we've
got
buttons
that
let
us
keep
the
subscription
or
cancel,
and
then
the
problem
here
was
that
there's
been
a
bunch
of
support,
queries
that
arose
and
about
concerns
that
customers
are
actually
canceling
their
subscriptions
via
the
portal
and
but
they're.
Still
after
the
fact,
getting
qsr
notifications
and
invoices
saying
you're
still
going
to
be
charged
for
this
after
the
fact
you're
canceling,
and
so
that
was
the
initial
ask
for
this
model
was
we
need
to
con.
A
A
Library
I
worked
with
a
Content
writer
as
well
as
Emily
cybrandt,
with
some
copy
and
and
we
I
landed
on
this,
which
is
just
up
front,
a
simple
Banner
that
says
if
you
cancel
you're,
going
to
lose
these
access
or
sorry
access
to
the
features
by
this
date
and
you
may
incur
charges
and
over
just
and
that
was
kind
of
the
initial
kind
of
jumping
off
pointers.
Okay,
this
is
kind
of
an
MVP.
It
somewhat
fixes
and
the
problem
that
we're
trying
to
solve.
A
But
it's
really
starting
to,
if
you
kind
of
take
a
step
back
from
what
this
screen
should
be
doing,
it's
getting
really
really
complex,
really
content
heavy
and
then
I
start
and
again,
there's
a
few
iterations
on
that
of
how
how
we
should
display
the
the
warning
message
and
a
few
tweaks
and
things
like
that
as
I
spend
a
bit
of
time
modifying
that
and
then
from
there
I
started.
A
I,
don't
know
if
Christie's
on
the
car,
but
Christy
mentioned
this
post
by
Sid
a
few
weeks
ago,
maybe
a
month
ago
or
something
and
I
started
looking
at
that,
and
there
was
some
interesting
things
that
really
I
think
applied
to
that
problem.
I
was
trying
to
solve
with
the
model,
and
the
first
was
the
very
first
point,
which
was
reducing
quality
as
a
shortcut,
so
you
can't
reduce
quality
to
minimize
the
scope
of
an
iteration.
A
Your
iteration
needs
to
meet
the
same
quality
standards
as
you
expect
for
any
work
and
I
found
that
interesting.
It
was
tying
into
exactly
what
I
was
doing
here
and
I
was
sort
of
solving
for
what
the
ask
was
in
The
Proposal,
but
I
wasn't
really
adding
adding
any
value
and
making
the
experience
better
and
again
to
0.5
in
this
in
this
post
by
say
it
says
the
shortcut
of
shipping,
something
of
no
value,
don't
confuse
iteration
with
making
progress,
and
so
again
this
this
Banner
was
an
iteration.
A
So
we're
kind
of
presented
with
a
new
problem,
then
so
after
this
initial
iteration
and
we
have
added
the
functionality
we've,
let
these
users
know
what's
happening
here,
but
we've
added
added
more
functionality
at
the
expense
of
a
better
experience
and
the
model
is
starting
to
become
really
complex,
really
content
heavy,
so
I
started
to
think
about
how
we
can
actually
add
value
based
off
those
those
points.
A
The
top
section
I
feel
it's
important,
we're
adding
this
new
feature.
We
need
to
let
the
users
know
I
started
looking
at
this
kind
of
middle
section
that
was
probably
60
70
percent
of
of
this
green
real
estate
on
this
model
and
thinking
about
how
we
can
actually
reduce
the
complexity,
and
my
instinct
initially
is
just
to
get
rid
of
it
completely,
and
maybe
just
ask
the
users
a
simple
question
or
a
drop
down
or
a
single
line.
A
Why
are
you
canceling,
but
I
needed
to
validate
that
hypothesis,
hypothesis,
with
a
few
stakeholders
and
I
started
to
get
some
insights
which
are
in
the
issues
linked
and
there's
some
good
stuff
in
there
and
so
Jeff
said
he's
a
senior
director
and
he
said:
he'd
prefer
the
single
a
single
select
option,
so
the
customer
selects
their
primary.
Even
if
there's
multiple
reasons.
So
we
know
the
main
reason
that
makes
a
lot
of
sense
really,
because
somebody
could
be
really
canceling,
because
the
price
is
too
high,
but
they
could
end
up.
A
Selecting
here,
price
is
too
high
and
then
they
may
just
select
one
or
two
other
options
as
well
and
we're
not
really
finding
out
the
real
reason
why
they're,
canceling
and
so
I
said.
Otherwise
it
makes
reporting
pretty
tough
and
we
spend
time
guessing
how
much
each
of
the
multi
select
items
contributed.
It's
the
exactly
exactly
that
so,
whether
it's
80
or
it's
50,
50,
depending
on
how
it's
split
and
kazim
as
well
said,
having
a
single
reason,
is
definitely
easier
to
manage.
A
A
And
then
also
trying
to
get
some
of
the
actual
insights
of
to
of
of
how
people
are
actually
selecting
that
was
an
important
factor.
This
all
came
out
in
the
issue,
so,
as
you
can
see,
nearly
everyone,
97.8
percent
of
the
users
who
actually
do
cancel
are
all
giving
one
reason
anyway.
So
there's
likely
only
going
to
be
one
reason:
they're
selecting
this,
as
you
can
see,
they're
out
of
we've
got
to
268
cancellations.
A
We've
got
only
six
people,
who've
selected
two
reasons,
and
that
was
enough
for
me
to
to
think
we
could
probably
start
moving
towards
a
single
single
selector
or
a
single
drop
down
to
to
redesign
this,
and
there
was
also
some
insights
from
Valerie
around
and
the
unboxing
element.
There's
there
was
just
a
huge
amount
of
even
in
the
new
and
existing
there
was
a
huge
amount
of
containers
and
boxes
within
a
relatively
simple
task.
All
you
want
to
do
is
cancel
so
from
the
initial
design.
A
Here,
even
to
my
very
first
iteration,
you
could
see.
We've
got
kind
of
containers
within
containers,
different
banners,
different
kind
of
boxes
and
regularly
they're
just
trying
to
cancel
their
account,
and
it
almost
looks
like
it's
almost
getting
to
the
stage.
A
It's
like
a
full
screen,
cancellation
screen,
type
experience
and,
and
that's
where
I
found
it
very,
very
insightful
because
using
those
kind
of
initial
ask
of
just
creating
that
Banner
kind
of
Spun
into
two
separate
issues
around
designing
a
new
way
to
communicate
this
Banner
message
to
the
user
and
as
well
as
actually
adding
that
value
so
actually
taking
a
pause
and
and
thinking
about
what
the
best
experience
was
to
to
deliver
to
users
and
from
from
there
I
started
to
kind
of
iterate
on
that
design
and
start
to
kind
of
pull
out
anything
that
wasn't
needed.
A
And
it's
made
the
experience
a
lot
simpler.
So
now,
we've
got
this
updated
model
that
strips
out
all
the
unnecessary
elements
that
were
there
all
the
unboxing
stuff
is
done,
and
it
makes
the
content
much
easier
to
read.
And
another
really
important
element
is
that
the
single
drop
down
not
only
makes
the
experience
tighter.
But
it's
actually
giving
us
this
better
data
in
future
and
so
we'll
actually
get
the
primary
reason
why
someone
does
want
to
cancel
and,
like
I
said,
we
move
this
into
two
issues.
A
So
we've
got
the
result,
the
modal
redesign
issue
and
then
we've
got
this
second
issue,
which
also
includes
the
the
cancellation
model
and
even
even
that,
with
a
bit
extra
content,
sits
way,
nicer,
I
think
in
within
the
model
design.
It's
still
a
lot
more
legible
and,
like
we
said,
the
unboxing
elements
really
does
free
up
a
lot
of
the
the
UI
and
it
makes
the
content
a
lot
more
easy
to
really
easy
to
read.
A
And
so
yeah
just
a
quick
overview.
The
Lessons
Learned
were
not
to
confuse
the
iteration
with
progress
actually
taking
a
step
back
sometimes
and
to
to
look
at
what
the
scope
is
and
not
to
reduce
the
quality.
A
There
I
think
the
the
data
lessons
are
still
TBD
so
actually,
interestingly
enough,
the
the
Mr,
the
ux
review
came
into
me
this
morning,
so
this
is
built,
so
it
should
be
going
live
fairly
soon
and
I
think
any
subsequent
data
that
comes
comes
from
that
would
be
would
be
interesting
to
know
in
terms
of
how
users
are
reacting
to
the
new,
the
new
drop
down
and
the
options
and
things
like
that.
A
But
yeah,
that's
that's
a
quick
overview
of
of
this
design.
So
thanks
any
questions,
I'm
happy
to
to
answer.
B
Nothing
in
the
agenda,
but
if
anyone
wants
to
make
any
comments,
I
have
a
couple
actually
Philip
I
thought
in
particular
too
one
about
when
you
started:
referencing,
Sid's,
blog
Post
article
and
your
point
about
value
and
how
yeah
you
could
be
putting
up
the
alert
and
and
answering
these
things
that
are
are
part
of
the
issue
right,
but
they're,
not
I,
think
you
said
progress
in
particular:
they're
not
actually
progressing
they're,
not
making
progress,
you're,
not
adding
value
anymore
you're,
just
solving
the
original
issue,
I
loved
that
sort
of
sense
of
pushing
it
Forward
every
single
time.
B
It
also
sort
of
keeps
the
spirit
of
that
blog
article,
which
is
value,
and
then
the
other
one
was
when
you
showed
the
screenshot
for
unboxing
and
reference
to
Valerie's
feedback,
yeah
I
love
how
it
wasn't
literally
lines
that
you
were
making
like
relating
to
unboxing.
It's
like
so
often
when
we
look
at
a
screen.
We
say:
okay,
there's
a
line
here.
We
can
remove
that
for
unboxing.
B
There's
a
lot,
it's
sections
of
content
that
you're
actually
referencing
like
between
three
and
four
there's
no
line
there,
but
they
are
two
different
sections
and
sort
of
taking
that
holistic.
Look
at
unboxing
like
due
to
comment
content
sections
of
comment:
I
love
that
I
think
it.
It
overall
ended
up
in
a
great
place.
So.
A
Those
are
comments
thanks,
Blair
and
yeah
I.
Think,
as
this
was
my
first
issue
to
pick
up,
I
think
I
wouldn't
have
probably
wouldn't
have
pushed
it
forward
as
much
if
it
wasn't
for
Valerie
and
Jackie
I
think
they
were
very
keen
on.
Let's
actually
deliver
something,
that's
actually
valuable
and
it's
not
just
reskinning
something
that
we
think
isn't
really
working
as
is,
and-
and
that's
only
going
to
add
complexity,
so
I
think
it
was.
It
was
a
good,
a
good
experience
to
do
it.
That
way.
C
All
right,
the
next
question:
I
really
love
like
the
the
option
to
give
users
here,
especially
with
like
just
the
text
box.
So
just
like
tell
us
anything
you
might
have
covered
this
apologies.
If
so,
but
what
are
you
gonna
do
with
all
those
insights
like?
How
are
you
going
to
take
those
forward?
For
example,
you
know
30
of
people
are
saying
I've
decided
to
use
free
like
what
are
you
going
to
do
with
those
insights
there
yeah.
A
I
think
I
think,
first
of
all,
it's
just
the
track,
I
suppose
what's
coming
in
so,
for
example,
like
we
were
saying
before
we
can't
with
the
way
it
is
currently,
we
can't
wait
like
the
importance
of
which
ones
they're
selecting
if
they
are
selecting
multiples
but
I,
suppose
we're
just
taking
it
in
and
actually,
if
there's
any
Trends
regarding
okay,
look
everyone
who's
canceling
here
is
saying
it's
because
of
X
and
that's
something
we
need
to
work
at
the
research
team
and
figure
out.
Something
needs
to
be
done
around
solving.
A
Yeah
yeah
and
like
I'd,
be
open
I'd
be
happy
to.
If
anyone
has
any
ideas
around
the
text,
box
I
did
consider
completely
scrapping
it,
but
I
actually
think
it
may
be
valuable
for
someone
who
has
a
very
bespoke
complaint
or
reason
they're
canceling
and
will
end
up
missing
it.
So
I
do
keep
it
in.
For
that
reason,.
B
Great
thanks
so
much
Phil
such
a
an
interesting
look
at
just
such
a
single
part
of
our
UI
I
I
love
the
depth
that
you
covered
there.
I'm
gonna,
stop
recording
now.