Hydrow - Delete Account
Role: Product Designer
Industry: Fitness Tech
About Hydrow: Hydrow is the Live Outdoor Reality (LOR)™ rower, that brings the outdoors into your home with immersive, full-body live and on-demand workouts.
Problem: We believe Hydrow customers need a better way to delete their digital accounts because they have to contact member services to delete their accounts which isn’t an intuitive way to delete their digital account.
Challenges/ Constraints: when wireframing and designing the overall user flow, there were many different edge cases we had to consider from the customer’s perspective. An edge cases that came up when collaborating with the product manager and engineering team were:
A user has a subscription on their Hydrow machine and needs to cancel their subscription before deleting their account on the app.
A user forgot their password when inputting their login information
These edge cases had come up during meetings with the engineering team and product managers.
Solution
Have users go to the settings section of the app, as we noticed through a competitive analysis, the majority of apps place the delete subscription or account section in the settings section of their apps. We then considered edge cases, such as if the user forgot their password or already had a subscription to the hydrow rowing machine. Then, created an accessible, usable, and findable flow for users to delete their accounts within minutes.
Actions
To delete their account, we decided to have members go to their settings/privacy page and add a “delete account” section in settings so it would be easy to find.
Once members select delete account text page will open up, giving members a disclaimer as to what will happen once their account is deleted.
Typically, members would have a regular Hydrow subscription and a digital subscription. A dialog appears after a member selects “Delete my Hydrow Account” only if the member has an active subscription.
The “open link” page will take the member to the Hydrow billing page on the website. Two different dialogs appear depending on only if the member has a digital or Hydrow subscription.
If they have both, the Hydrow dialog will appear first then a digital subscription dialog will appear after when they go back to the delete account page again.
Key Metrics
Based on the use of our product analytics tool, we found that more users were going to the app and support section of Hydrow’s website to delete their digital subscriptions on the app. Member services were still being asked by Hydrow customers on how they can delete their account, but instead directed members to delete their accounts on the app versus having to manually do it for them on their end.
The Outcome
Having members delete their accounts on the apps made sure they were not appearing anywhere on Hydrow because their profile was disabled and workouts in the community page called “feed” weren’t shown as well.
Having a process for members to delete their accounts on the app made it effective for accounts and subscriptions to be deleted easily, without members asking how to delete their accounts.