Deactivations
Background.
Previously, neighbors attempting to deactivate their accounts encountered a process that offered no alternatives to address their frustrations. Rather than seizing the opportunity to understand and assist with their grievances, they were directed to an outdated page that focused primarily on account deletion. This approach overlooked the potential to engage with the users' concerns and offer meaningful solutions.
Goals.
Our objective was to empower neighbors to voice their concerns, receive support, and provide feedback. By offering alternative options during the deactivation process that effectively address and resolve issues, we aimed to improve their overall experience and encourage them to remain on the platform. While deactivation remains an option, Nextdoor aspires to diagnose and triage user dissatisfaction.
Outcome.
We launched a minimum viable product (MVP) to gather as much feedback as possible at the project's outset. Our approach involved presenting users with a list of actionable reasons for considering leaving the platform. For each reason, we provided a contextual tool designed to guide them towards solutions other than account deactivation. Additionally, we introduced a comment box, allowing neighbors to offer detailed feedback and contribute to ongoing product improvement.
Lead Product Designer 👩🏻
Engineering Manager
3 Engineers
Data Scientist
Marketing Communications Specialist
