Account Exit
Clarifying the Account Exit experience to reduce support volume
Description: Initially asked to make a few small content tweaks to the Account Exit flow, Alison identified deeper usability and comprehension issues and proposed a more strategic overhaul.
Ali’s updates led to a smoother exit experience—and a 30% drop in reinstatement tickets.
Before the update (example screen)
After the update (example screen)
Untangling the Account Exit Experience
This high-stakes flow had to balance legal clarity with user empathy. The original screen was dense, hard to scan, and vague—leaving users confused about what would happen to their account.
Content improvements applied:
• Clarified structure through bulleting and hierarchy
→ Transformed a wall of text into a guided, digestible experience with clear separation of account-level vs. user-level impacts
• Simplified language for better comprehension
→ Replaced jargon like “connected accounts” with human-centered terms that align with how people describe their own setup
• Elevated critical actions early
→ Added upfront visibility to tasks like downloading order history, making it easier for users to prepare
• Shifted tone from alarming to supportive
→ Reframed warnings to build user trust and reduce decision anxiety while maintaining transparency
• These changes reduced friction at a sensitive moment in the user journey—minimizing confusion and potentially lowering support requests.
Background work: Clarification of information
Mapping the Mess in FigJam
To tackle confusion around what users lose or keep when leaving Amazon Business, Ali mapped account types and services in FigJam.
Quotes from Key Stakeholders
“During the account exit, many customers were unclear of the consequences of removing themselves from businesses. In past, accounts associated with seller profiles, have been inadvertently removed, which affected the livelihood of these customers. In some other situations, removing accounts were also making users to lose cherished photos (in the AmazonPhotos service) or vital audio books (many linked to mental health). Since improving the writing to better explain the consequences of account closure to users, we have significantly reduce the amount of tickets from around 60/month to about 15/month, reducing dramatic escalations considerably. We have since implemented further improvements in code, reducing escalations to about 2/month.”
- Jorge Oliveira, Software Development Manager
“UXW played a crucial role in enhancing the user experience of customer-facing projects. Taking the Account Exit project as an example, our UX writers collaboration with UXD and Legal teams has delivered clarity and consistency in user communication to improves overall user experience and understanding.”
- Pavani Jagarlamudi, Senior Product Manager
Account Exit Clarification
This visual breakdown clarified key distinctions between business and personal features—setting the foundation for a full content rewrite and cross-team alignment.