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QuickBooks Complex Cancel Flow Changes

Intuit—Sr. Content Designer



  • The QuickBooks cancel flow fell out of legal compliance, and it was a negative experience for our customers
  • With a very tight timeline, we removed 7 screens and improved our CES scores significantly
  • Our design solutions only increased cancellations by 1 percent ITC. Our design success cascaded into a quick rollout, reducing our legal vulnerability



This is our final flow: 2 screens, better content, happier customers, and legally compliant.

©️ Robert Ballard 2024