HelloFresh's Offboarding Flow

May 4, 2017
User onboarding

HelloFresh's cancellation flow helps them mitigate churn and capture valuable feedback to improve their product experience for the future.

First half of offboarding survey
Second half of offboarding survey

Why this is really good UX:

  • By giving options up front to change a user's plan or pause their account rather than cancel, HelloFresh mitigates churn.
  • Their offboarding survey helps them collect valuable feedback to improve their product experience in the future
  • Even when the subscription is deactivated, there's a last ditch effort to resurrect a user who maybe accidentally found themselves here. See the 'I've changed my mind' button in the final screenshot.

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