User Offboarding
Pooja Junnuri
About TalentzXchange
Talentz Exchange (T.Ex) is a B2C platform designed to simplify recruitment for the entertainment industry and bring together communities in one unified space. It aims to streamline the process and foster collaboration among talent and employers.
Deliverables
Stakeholder interviews
Retention Strategy
User flows
Flow charts
Wireframes: Low & Mid-fi
Executive Presentations
Prototypes
Handoff documents
Demo videos
Team involved
UX Designer
UI Designer
UX Research intern
UX Writer
Final Results
Feature request
During a pre-launch audit of T.Ex, a data-sensitive application, I identified a critical gap: the absence of an ethical user offboarding experience. Recognizing its importance for user trust and brand reputation, I championed its prioritization despite tight timelines.
In Q2 2023, our customer support team raised a red flag: support tickets related to form submissions had skyrocketed by 215% compared to the previous quarter. This surge in user frustration quickly caught the attention of upper management, catapulting form redesign to our top priority.
Why bother?
Neglecting user offboarding can have serious consequences for companies, including legal action, damaged brand reputation, and lost customer relationships. Providing a transparent, straightforward, and respectful offboarding experience is crucial to maintaining trust and leaving the door open for potential future business.
News & Articles
North Star Metric
User Trust Score (UTS)
Composite metric combining user feedback, retention rates, and successful offboarding completions.
Research summary
Clearing the fog — for all the ways we offboard users
After conducting both qualitative and quantitative primary research, I synthesized the findings into actionable points that inform design goals, incorporating both user and business insights.
Key Insights
Understanding the Problem space
How might we design and integrate an ethical offboarding experience into our nearly complete product that balances user autonomy with business retention goals?
User flow
Getting the userflow right making sure we are following the blueprint that we had from the research synthesis.
More user control
Offering data deletion options
After several iterations, I decided to give users more control over their data within our application, considering it is user-generated content and reflects their efforts.
Layout pattern v1.0
Keepin' it old school — Traditional layout
A standard set of layout grids and breakpoints were critical in ensuring we could design and build quickly and consistently.
Layout pattern v2.0
No fluff, consistent, and scannable.
Boilerplate layout — A question of readability vs. glanceability.
The first iteration was an attempt at amplifying the perception of progression — placing high emphasis on textual instructions supported by natural reading behaviour. However, early internal feedback noted that it was too distracting while the current task was not emphasized enough. This led to a second iteration — which placed glanceable illustrations & data at the forefront.
Ultimately, the second iteration was chosen because of a reduced engineering overhead and layout simplicity.
Final designs
Seamless offboarding — Ethically & Strategically Considered. Boom!
Internal testing results
User Trust Score
Early user feedback has been overwhelmingly positive, with many appreciating the optional incentives.. There is still room for improvement, but this version is good to go to production.
Overall UTS score: 4.15
The overall User Trust Score (UTS) for the prototype is 4.17 out of 5, indicating a high level of trust among the participants. This analysis shows strengths in transparency and competence, while areas like reliability and usability can be targeted for further improvement.
Although the feature is yet to be released, our internal testing and pilot data show promising results:
Stakeholder impact
Received executive praise for balancing user respect with business goals
Process adopted as a model for other features in the product
UTS adopted as a key performance indicator across other required features
Future Improvements. The After story.
