Ben Davis says, “Sky TV might be getting a lot of bad press for its kafkaesque cancellation process, but its online service, Now TV, is demonstrating best practice.

We covered the UX of subscription cancellation back in 2013, but I thought I’d post an update here, showing you Now TV’s simple but resourceful cancellation process.

It’s at the point of cancellation that a customer is potentially most frustrated. The challenge is to ease them to the exit whilst offering them compelling reasons to stay.

No obfuscation

The Now Tv My Account page is always available from the header and displays all my information and options without obfuscation“.

Cancelling a subscription: how brands should seize the moment online

‘Econsultancy’ Blog

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