Summary of Offboarding

How and How Not to End Relationships with Users

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Offboarding summary
Let go; you can’t force others to love you. That’s true for past loves as well as former customers.


8 Overall

9 Applicability

8 Innovation

7 Style


Some companies are stickier than toffee: a newsletter that won’t let you unsubscribe, an online service that makes it almost impossible to delete your account or a service company that puts a range of obstacles in your way out the door. But clinging to your customers this way is bad style. Instead, keep your head up high and provide your customers with a well-designed “offboarding” experience. User experience consultant Sarah Khan calls for managing the end of your customer relationship just like you would any other phase of the customer life cycle and outlines simple steps to do so. getAbstract knows you’re hurting, but seconds Khan’s advice: Let them go! (They might come back loving you even more.)

In this summary, you will learn

  • What “offboarding” means in terms of the customer experience;
  • What negative effects a bad offboarding experience brings; and
  • How to design a constructive offboarding experience for your former customers, users or subscribers.


“Offboarding,” the process of ending the relationship between a customer and a company, is a normal part of doing business and an unavoidable aspect of your company’s operations. The product or service may become unnecessary for certain customer, their financial or personal circumstances may have changed...
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About the Author

Sarah Khan is a writer, editor, and user experience designer and consultant.

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