#churn
5 pieces filed under “churn”.
Skip, pause, cancel: retention through respect
The skip button as a first-class retention tool, pause-over-cancel patterns, honest save offers, winback measurement, and exit surveys with a 'none of your business' option.
Exit interviews for products: learning from the people who left
Churn interviews and exit surveys done properly: a five-question exit flow, recruiting churned users honestly, and separating squeaky wheels from signal.
Cancellation flows that leave the door open
Offboarding is a trust surface: retention offers without traps, exit surveys that yield signal, data-export dignity, and win-back timing that works.
Subscription UX that retains without trapping
Ethical subscription design — skip-and-pause controls, dosage guidance, honest renewal reminders, dignified cancellation — and the LTV case against traps.
Customer health scores: design them like you mean it
Health scores worth trusting: component signals over opaque integers, trends over snapshots, alert thresholds without noise, and sharing the score.