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SPS Commerce

Designing a friendly, self-service process for cancellation

About the project

The company

SPS Commerce is a Minneapolis-based technology company that makes supply chain software.

The assignment

SPS customers experience frequent changes to their business models and business partners. As a result, they regularly need to adjust their service level with SPS, often removing a connection or integration that is no longer needed. By providing a friendly, self-service process, we provided a better experience for customers while also saving the company money by reducing support resources.

screenshot of sps cancellation process

My role

UX Writer



Approach and learnings

This was a fairly straight-forward request. I started with some discovery, mapping, the user flow, and then mocked up the steps. I wrote in a friendly and clear tone, speaking directly to the user. I used wireframes to show how the copy should be displayed. Using wireframes allowed me to move quickly, and I shared early drafts with stakeholders. Share early and often! This uncovered insights that were valuable during early iterations.


Clearly indicate there are multiple steps

We need to make it very clear that this is a multi-step process. I added the progress stepper, as well as a note underneath the CTA button that explains the process is not complete until the customer completes all of the steps.
screenshot of sps cancellation process - step 1 is the opening screen

The "why" matters

For billing and contract seasons, we needed to understand why the customer is canceling. We asked this question up front. I used a radio button so that they could only select the primary reason.

Once in the process, the customer sees two buttons: One to advance through the process and one to go back. The “next step” button is intentionally emphasized to encourage the customer to continue through the process.

screenshot of sps cancellation process - step 2 asks why they need to cancel

Make it easy by auto filling information

Since a customer accesses the cancellation wizard from the product dashboard, they are already authenticated. Therefore we have their information and can automatically pull it from our database.

For this screen, we change from radio button to check boxes because the customer may want to select more than one option.

screenshot of sps cancellation process - step 3 asks them what they want to cancel

Verify information

Although I wanted to automate as much of the process as possible, our billing department required an extra verification step. We automatically pull this information from our records, and we make that clear so the customer is not alarmed.

We remind the customer of their step in the process and encourage them to complete the process.

screenshot of sps cancellation process - step 4 asks them to verify information


The last step in the process is a confirmation screen that explains what happens next: The customer will receive an email confirmation.

screenshot of sps cancellation process - step 5 is a confirmation note

What would I do differently?

It’s been a few years since I worked on this project. Looking back, here are a few things I would do differently.


Change the order

I would move the “why are you canceling” question to the end. When this question is presented first, the customer may feel uneasy and unsure if they are able to cancel.


Review before submit

It would be useful for the customer to review their request before they finish the process.


Even more clarity on what happens next

It would create a better experience if we answered common questions that the customer may have. For ex: Is the cancellation immediate, or will the service be canceled at the end of the current billing cycle?

screenshot of sps cancellation process

Thank you for reading this story!