You can surely balance objectively user-championed concerns with business concerns as a UX professional but I felt a lack of understanding of this concept. For

You can surely balance objectively user-championed concerns with business concerns as a UX professional but I felt a lack of understanding of this concept. For instance, clearly stating exactly what will change when you cancel is a total win in my eyes yet you spent 10+ slides tearing that down simply for the use of the phrase "your favorite apps". Not being clear on a multi-subscription website what will change is a more egregious offboarding failure. Verifying you're the account owner and not just a rando who clicked into an email of your friends account when that person expresses intent to make changes to a subscription is a standard security practice not necessarily an intentional point of cancellation friction. Test this bias yourself by trying to upgrade your plan, I'm certain you will be prompted to sign in prior to being able to upgrade. Overall, the presentation was great but the principles underlying it were weak in my opinion.