Smoothing Out the Exit: A UX Design Case Study on the Psychology of Adobe Offboarding Experience

Introduction:
Adobe’s Creative Cloud is a suite of digital media and design tools that are used by millions of creatives globally. Despite its popularity, Adobe has struggled with retaining its users, with a significant proportion of users discontinuing their subscription to the Creative Cloud. To address this issue, this case study aims to examine the impact of offboarding psychology on user experience in Adobe’s Creative Cloud.

Problem Statement
Adobe’s Creative Cloud has a high rate of customer churn, with many users discontinuing their subscription after only a few months of use. The offboarding experience, which encompasses the process of canceling a subscription and the post-cancellation interactions between the user and the platform, has been identified as a significant contributor to this problem. As such, there is a need to examine the impact of offboarding psychology on user experience in Adobe’s Creative Cloud and determine how it can be improved to enhance user engagement and retention.

Results:
The survey results showed that the majority of users (75%) rated their offboarding experience as average or below average. The majority of users (70%) identified the complexity of the cancellation process as the main contributor to their unsatisfactory offboarding experience.
Analysis of the platform’s offboarding process revealed several areas for improvement, including a cumbersome cancellation process, lengthy exit surveys, and a lack of clear post-cancellation instructions. These factors contributed to a poor offboarding experience, leading to negative perceptions of the platform and decreased customer loyalty.

Conclusion:
The results of this case study indicate that offboarding psychology plays a critical role in user experience in Adobe’s Creative Cloud. Improving the offboarding experience, including making the cancellation process more straightforward and streamlining post-cancellation interactions, could lead to increased customer satisfaction and reduced customer churn.
In conclusion, this case study highlights the importance of offboarding psychology in retaining users in Adobe’s Creative Cloud and the need for the platform to prioritize the offboarding experience in its efforts to improve customer retention. By simplifying the cancellation process and providing clear post-cancellation instructions, Adobe’s Creative Cloud can enhance customer satisfaction and retain its users for longer periods.