Designing a Great “Close My Account” Experience

When a user goes to close their account, how easy do you make it on them? The folks at Harvest have nailed this user experience.

From settings, when I click the “Cancel Account” button I’m taken here:

First of all, that illustration is adorable, very personable, and unique. It’s refreshing to see illustrations that are way outside the current popular trend of big bodies with tiny heads:

The next thing that caught my eye was the “Put Account on Hold” option. How cool is that! I’ve never seen an app do that. I’d love to know what percentage of people choose that option instead of closing their account.

I decided to close the account anyway. The next screen I’m presented with is this one:

It makes sense that they’d want to use this as an opportunity to gather feedback. I like that they don’t ask a bunch of questions and I like that this portion is optional.

When I click “Close Account”, I’m taken to:

Another really personable illustration accompanied by some really friendly copy and even a list of the team members—which I thought was a nice touch.

Most companies would stop right there, but not Harvest. Check out the email I received immediately after closing my account:

Hot dang! They went above and beyond by auto-sending me a downloadable backup of my account data.

I applaud the team at Harvest for going the extra mile, especially when someone is on the way out the door. Now that is the right way to close an account

What other examples have you seen? Hit me up at its@davemart.in. I’d love to hear your examples

Published by

Dave Martin

Dave is a designer at Automattic.