How brands use customer’s procrastination to make money!
I am a product guy with around 5 (well 4.5) years of experience in customer success including 3 years in building mobile and web applications. So, I know some shit!
In this series, I would be posting the flaws in customer experience and UI.
Audible: Cancel Membership Experience
- You cannot cancel membership through the mobile app.
- Next, Audible Mobile App opens a mobile responsive version of their desktop site when you click manage settings in their app but with the cancel membership button hidden.
- In a nutshell, you have to go to the desktop site to cancel. But generally, most people are procrastinators. So, they later that shit and forget as they forget to exercise. Until a debit msg beeps and again think to cancel but forget as they forget to eat healthily.
4. Okay. You goto the website and hit cancel. Now you are a person who saved a few credits for a rainy day may be to get you over a breakup but guess what you will lose your credits if you cancel the membership.
5. You don’t feel like wasting the credits. Either you buy some shite book (which you would never listen) or stay on the membership and pay more to keep your credits just like marriage (Well, in most cases).
Psychology Shit !this is something which tampers the experience and takes advantage of the mindset of normal people. COOL!
