WeightWatchers
Driving a 10% cLTV increase with a simpler, more personalized cancellation experience.
While managing the growth design team at WeightWatchers, I led the effort to reduce churn and increase retention through a novel, AI-supported, and greatly simplified, cancellation experience.
Overview
Our churn rate was increasing as users signed up for longer plan lengths and our cancellation experience lacked effective ways to retain people once they’d entered the funnel.
As part of the growth design team’s rapid experimentation efforts, we shortened and simplified our cancellation funnel while also leveraging AI for churn prevention, with dramatic results.
ROLES:
Design manager
RESPONSIBILITIES:
User research
Data analysis
Growth & testing strategy
UX/UI Design
CROSS-FUNCTIONAL TEAMS:
Product
Customer Support
Engineering
AI Engineering
Data Science
Rapid Experimentation
TIMEFRAME
6 weeks, Q3 2024
About WeightWatchers:
For millions of people around the world, WeightWatchers is a household name and a tried and tested approach to weight-loss. With 3.7 million subscribers and an expanding product offering, WeightWatchers provides nutrition, behavior-change and medication-assisted weight-loss programs.