iPsy is a $10/month subscription-based site that mails out deluxe size beauty products on a monthly basis. While I enjoyed my short membership, I was leaving town for a few months and wanted to cancel my subscription.
Easier said than done. Below are a few usability pain-points I encountered on the long journey of cancellation.
- Users can't cancel when a monthly order is processing. I hope implementing a cancellation queue is on the product roadmap. Pretty poor UX requiring users to come back another day.
- Users must click through several modals before being able to cancel (see visuals below).
- While the main task is to cancel the membership, it's treated as the secondary CTA.
- The primary CTA cancels the cancellation process.
- Since using the word "cancel" to cancel the cancellation process would be confusing, they used "nevermind" - which isn't even a word.
- Once finally making it through all the modals, you have to click on a link in an email to actually confirm the cancellation.
- The email link takes the user to a landing page to sign up, rather than a page that displays a confirmation message.
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| Modal 1 |
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| Modal 2 |
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| Modal 3 |
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| Modal 4 |
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| Email |
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| Landing Page Clicking Through on the Email |