From Cancellation to Insight: Designing a User-Centered Feedback Mechanism

Design Project · 2024 · Cologne

A user-centered feedback mechanism integrated into the cancellation flow of a digital booking product (web and app), designed to turn a critical drop-off moment into an opportunity for insight and retention. **My role** I owned the design of the interaction end-to-end — from research and concept to interaction design and rollout coordination with engineering. **Approach** - Researched industry patterns for cancellation flows and feedback collection - Designed a short, structured survey that prompts users to share their reason for cancelling without disrupting the flow - Considered intent-based follow-ups (e.g. modifying instead of cancelling) where appropriate - Aligned the solution with product and engineering for cross-platform implementation **Outcome** A consistent feedback touchpoint across web and app that improves understanding of user behavior at a sensitive moment in the journey and provides a structured signal for ongoing product improvement.