Improved Un-enrollment Experience for Enhanced User Satisfaction

[asma-ahmedd]

Abstract

Goal:

Enhance the unenrollment experience on the Edx platform to provide better user control, clarity, and accessibility.

Outcome:

The initiative aims to redesign the unenrollment flow by adding a "Cancel" button, introducing an "I prefer not to say" option for unenrollment reasons, and improving the clarity of the confirmation modals. This will prevent accidental unenrollments, enhance user satisfaction, and ensure the process is inclusive and user-friendly.

Detailed Product Proposal

https://openedx.atlassian.net/l/cp/CEC1dvas

Context & Background (in brief, if a Product Proposal is linked above)

Background:

The current unenrollment process includes multiple steps with insufficient options for users to reconsider their decision. Users are unable to cancel the unenrollment action once initiated, leading to potential frustration and accidental unenrollments.

Current User Experience:

Users are presented with a pop-up to confirm unenrollment with limited options to cancel or change their mind. This has led to complaints about accidental unenrollments and dissatisfaction with the process.

Scope & Approach (in brief, if a Product Proposal is linked above)

Scope:

Redesign the unenrollment flow to include a "Cancel" button at each stage, improve the clarity of the confirmation messages, and add an "I prefer not to say" option for feedback.

Approach:

• Add a "Cancel" button in the unenrollment confirmation pop-up.
• Include a "I prefer not to say" option in the feedback survey.
• Enhance clarity with straightforward language in all modals.

Value & Impact (in brief, if a Product Proposal is linked above)

** Value & Impact:**

• Reduced Accidental Unenrollments: Tracking the number of accidental unenrollments before and after the implementation.
• User Satisfaction: Measuring user satisfaction through feedback and surveys.
• Accessibility Improvements: Ensuring compliance with accessibility standards.
• Impact: This initiative will make the unenrollment process more user-friendly and accessible, reducing accidental unenrollments and improving overall user satisfaction.

Milestones and/or Epics

Milestone 1: Update Unenrollment Confirmation Pop-up

• Abstract: Implement the "Cancel" button and improve message clarity in the unenrollment confirmation pop-up.
• Impact Metric: Reduction in accidental unenrollments.

Milestone 2: Add "I Prefer Not to Say" Option

• Abstract: Integrate the "I prefer not to say" option into the feedback survey for unenrollments.
• Impact Metric: Increased user feedback participation and improved satisfaction.

Named Release

Unsure

Timeline (in brief, if a Product Proposal is linked above)

The project is expected to progress through the following phases:

- Design and Development: 1 month
- Testing and Feedback: 2 weeks
- Deployment: 1 week

Target Named Release: redwood.3

Proposed By

Arbisoft

Additional Info

https://openedx.atlassian.net/l/cp/CEC1dvas

[github-actions]

Thanks for your submission, @openedx/openedx-product-managers will review shortly.

[asma-ahmedd]

@ali-hugo @cassiezamparini When you have a moment, could you both please take a look at this project proposal?

[ali-hugo]

@asma-ahmedd Thanks for the ping and for the fantastic proposal!

I think the changes you've suggested are spot on. I only have two pieces of feedback, both concerning the "What's your main reason for unenrolling?" modal:

• Do the radio buttons meet the 44px touch target requirement?
• Perhaps it would be better to place these two options next to each other in the list:
  • The course material was too hard
  • The course material was too easy

I hope that is helpful! Thanks for working to improve this flow.

[cassiezamparini]

Hi @asma-ahmedd - this flow is much better 😄 Nicely done! Thank you for seeking out my feedback.

Other than Ali's feedback above, I'd also suggest italicising the course name in this modal - I think it will help with the readability:

Thank you for the amazing proposal. It's so organised and clear!

[asma-ahmedd]

@crathbun428 Could you please take a moment to review it as well? Thanks so much!

[asma-ahmedd]

Thank you both @ali-hugo and @cassiezamparini for your valuable feedback!
I have incorporated your suggestions into the Atlassian Page.

[crathbun428]

@asma-ahmedd - Looks good to me!