EPIX
Streaming service, subsidiary of Amazon Prime Video.
Platforms: iOS mobile and iPad, Android, Web, Apple TV, Roku, Amazon Fire stick, Android TV, Samsung TV
Problem: According to Apple’s new guidlines we had to rethink how we let our customers delete their accounts. Due to internal technical constraints delete account and cancel subscription couldn’t be in one place. The goal was to make it clear that these are two different actions
Team
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Design
Nino Barateli
Christine Chang
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Product
Melissa Klein
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Apple
Mihai Petru, Vlad Stanescu, Mihai Garda
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Android
Dennis Coman, Alexandra
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Roku
Bogdan Terzett, Tudor Cazacu
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Amazon FireStick, Samsung TV, Android TV
Pamela Nibaldi, Leandro Alfonso, Maggie Lei. Gerardo Huerta, Octavian Floare, Luis Silva, Andrei Constantinescu, Ediard Loo
Delete Account
My initial role was a user test on the confirmation modal in the delete account flow.
Even though the goal of test was to learn about the extra confirmation modal I saw an opportunity to test an entire flow. My suspicion was that the Delete Account and Cancel Subscription screen wasn’t going to be clear enough for people and I wanted to confirm the hypothesis.
User Flow
In this iteration users could make changes to their account and subscription in Settings under Profile.
Research - User Test
What do you think will happen if you Delete Account?
“I expect that my subscription will be canceled immediately”
“I’m confused why I would delete my account and not cancel it”
My findings proved that the previous solution wasn’t clear and participants were confused.
As the next step I designed few iterations…
Proposed flow
I proposed changing “Account” to “Profile” and keep it under the Profile, but separate it from subscription deletion.
Second round of user testing
“I believe it is all very user-friendly and self-explanatory. It tells you in great detail what canceling and delete profile means”
According to Apple’s guidlines we were not allowed to use the word “profile.” As a final solution to eliminate the possibility of mistaking account/subscription for profile I moved it to Legal.
Cancel Subscription
Delete Profile wasn’t a solution for canceling the subscription. We needed to find a solution for cancel subscription feature.
Based on the data that I gathered while working on the Delete Account feature I was able to come up with few possible solutions for the Cancel Subscription feature.
User Test
“Both screens have an obvious selection to cancel”
I ran and A/B test and tested two treatments for cancel subscription, and participants liked both designs. Since there was no preference I went with the once that I liked more visually.
Change Subscription
EPIX NOW has just recently introduced different plan options, and I worked on the upgrade and downgrade flow for iOS, Android and 10FT applications.
UI exploration
I designed few solutions for plan tiles based on the data that I had from past research
• Users wanted to see their current plan when on the Change Plan screen
• Vertical scrolling was preferred over horizontal
This was the design we agreed to go with
I made a recommendation to reformat the legal copy, because our current design makes it very challenging to read. Since we were on the tight deadline and changing copy required legal team’s input we had to put it on hold.
User Test
“I would make my current plan easier to notice. I would highlight it with a colorful border”
“It was very simple. In fact, I would saw that it was easier than most”
Final UI
I made changes to the plan tiles based on the feedback that I got from the user test. The problem with the previous design was that it didn’t stand out enough, and I solved this problem by putting a checkmark next to the selected plan.
Change Plan on 10FT platforms
Learning and Outcomes
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Cancel Subscription - people don’t care where it is and how many times they need to click as long as they can find how to cancel their subscription.
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Designing for scale. Designed solutions for future feature implementations.
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Learned about some technical differences of different platforms. FireStick has a different screen size, Roku can only offer annual plan etc.