{
  "category": "Ecommerce",
  "id": "subscription-retention",
  "title": "Subscription Retention Journey",
  "industry": "Ecommerce",
  "platforms": [
    "Shopify",
    "Subscription platform",
    "Email"
  ],
  "audience": "Customers receiving a recurring household product.",
  "challenge": "Rigid renewal messaging can push customers to cancel when they need a timing or quantity change.",
  "headline": "Keep the schedule useful.",
  "output": {
    "Pre-renewal": "Show the actual renewal date, product, quantity, price and a clear account link.",
    "Self-service options": [
      "Skip a shipment where supported",
      "Change timing",
      "Update quantity",
      "Cancel using the actual process"
    ],
    "Cancellation research": "Offer optional feedback without hiding or delaying cancellation.",
    "Win-back": "Only use a relevant, permitted follow-up after cancellation.",
    "Support": "Provide a human route for billing errors and account access problems."
  },
  "rows": [
    [
      "Renewal approaching",
      "Customer needs order visibility",
      "Send accurate reminder"
    ],
    [
      "Too much product",
      "Cadence mismatch",
      "Offer supported schedule changes"
    ],
    [
      "Cancellation requested",
      "Customer decision",
      "Make the next step clear"
    ]
  ],
  "measurement": "Track retention by signup cohort, skips, refunds and support friction. Do not label delayed cancellation as retained satisfaction.",
  "qa": "Verify renewal amounts, time zones, cancellation access and that changes apply to the correct upcoming shipment.",
  "status": "Illustrative concept",
  "origin": "New addition",
  "description": "Rigid renewal messaging can push customers to cancel when they need a timing or quantity change.",
  "subtitle": "Rigid renewal messaging can push customers to cancel when they need a timing or quantity change.",
  "deliverable": "Commerce experience",
  "tags": [
    "Shopify",
    "Subscription platform",
    "Email",
    "Ecommerce",
    "Commerce experience"
  ],
  "type": "interactive",
  "src": "projects/subscription-retention.html",
  "number": 81,
  "color": "#d6a87b"
}