Offboarding Flow

Offboarding Flow is the process that guides users through their exit from a product or service, such as account deletion, unsubscribing from a service, or disengaging from a platform. A well-designed offboarding flow ensures that users can exit the system gracefully, with clear instructions, options for exporting data, or offers to retain their membership. This flow can also gather feedback about why the user is leaving, providing valuable insights for improving the service.

Offboarding flows are a missed opportunity for most SaaS products. A well-designed offboarding experience can convert some percentage of churning users by offering alternatives (pause, downgrade, account transfer) before deletion. It can also capture the reason for leaving — direct feedback that's more honest and specific than any survey because the user is in an emotional state of genuine dissatisfaction. That data is gold for product improvement.

Kajabi's cancellation flow asks 'Why are you leaving?' with checkboxes and a free-text field before surfacing a 'Keep my subscription' option — capturing churn reasons while giving users one last reason to stay.