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UX Project Challenge: Service Cancellation CX

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It’s time for another UX project challenge (design, user research, UI and prototyping, etc.). This time I’m lifting a limit of just coming up with Axure prototypes – use any tools you feel most comfortable with. The key aim in this challenge for every designer who is currently struggling to come up with a good challenge and produce a case study for their portfolios.

This brief should spark some great ideas to explore, discover, ideate, and define a better experience for cancelling a simple service. In this particular brief, I’ll share the starter journey I took to cancel my Vodafone mobile broadband subscription. And boy was it difficult. I had to go through multiple chatbots and support colleague conversations, and no simple way to cancel it with a click of a button.

One thing worth mentioning is that this challenge will push you to overcome so-called “dark patterns” or as I like to label them as manipulative, exploitative, and outright criminal UX patterns.

UX background material shared in the video: https://miro.com/app/board/o9J_lIcum8k=/

Scope: You decide – focus on UX case study as the final outcome though; you can do end-to-end UX, discovery or user research only, prototyping or just UI design… Consider what you can achieve within a month; perhaps it’s going to be just a start of a much bigger effort or project.

Tools: Sketch, Figma, Miro, Axure… any other UX and UI tool

Timeframe: Submit your takes by 1st Jun 2021. Be sure to add some rationale;

Let the challenge begin!


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