ADD ACCOUNT DELETION CAPACITY TO ASTRA
When: 2023
Duration: 3 weeks
My role: Design Lead
Platform: Desktop dashboard
Team roles: Product Manager, Copy Writer, Frontend Engineer, Support Engineer
Work/Collaboration mode: 100% remote
Deleting an account may appear to be a standard feature across various products, but what challenges did we encounter specifically in implementing account deletion for Astra?
Different types of accounts, different needs
IN SCOPE
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Provide a UI based mechanism for users to initiate account deletion
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Provide a dialog or some means of immediate communication to the user informing them their data will be deleted, their account will be deleted within ** days, etc…
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Automatically launch Intercom with an “account delete” message and email confirmation
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Intercom team will create PLPE ticket
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Possibly use the same events to notify the SE and PLPE team for follow up
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Provide feedback to the user informing them when their account status has changed
OUT OF SCOPE
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Self-serve for account deletion because we need to do an account investigation on our side before the deletion from both UX and legal perspectives.
STAKEHOLDERS WORKSHOP
I facilitated a cross-functional workshop involving the Product Manager and Support Team to comprehensively assess our current account deletion procedures, identify the different categories of users affected, and evaluate the needs of both users and the support staff.
USER JOURNEY MAP AND EXPERIENCE
SCENARIO 1
1. For users who don’t have shared orgs, they will self-serve to terminate all active databases before they submit their requests and talk with SE people.
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2. The button is disabled until users terminate all active databases.
Users will need to manually terminate all active databases one by one.
After all active databases are terminated, user will see an empty state, or see inactive databases in the table.
The "Delete Account" option becomes available once users have successfully terminated all associated databases and returned to this page.
We aim to require users to manually enter their email addresses as a confirmation step for account deletion. Additionally, we plan to implement a survey to gather insights into the reasons why users are choosing to delete their Astra accounts.
The dialog will initiate the open of the Intercom. Additionally, we will send users an email notification concerning their account deletion request.
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The support team uses the PLPE board to manage and process all requests
The support team will manually send users an email regarding the process results. Here is a template they can use.
SCENARIO 2
The text is slightly different from the scenario 1. Users are not required to delete active databases before submitting the request.
Use the copy to remind users about the ownership transfer
Two emails, one is to the account, one is to the user who becomes the new admin account.
SCENARIO 3
Two emails, one is to the account, one is to the user's parent account.
