LUNchme—A networking app

Redefine Offboarding Experience

ROLE

Product Designer

Tools

Figma,

Lottie

timeline

Sep—Oct, 2025

Collaboration

Senior Designer

Software Engineer

Overview

Redesigning account offboarding to reduce fear, improve clarity, and give users more control

I redesigned the Pause and Delete Account feature for LunchME, an app that connects people for lunch meetups based on shared interests, location, and availability.

This was my first task at the company. The goal was to make the offboarding experience clearer, reduce user anxiety, and lower support tickets caused by confusion around account removal.

The Challenge

Currently, users didn’t know whether their accounts were truly deleted, and many deleted permanently over small frustrations.

The current Delete Account process causes 3 major problems:

Uncertainty about Account Deletion

Users weren’t sure whether their account was actually deleted. Common questions to customer support included: “Is it gone?” and “Can I restore it later?”

Lacks of Transparency

No explanation on consequences, data loss, or next steps — making the process feel abrupt and unsafe.

Unnecessary Deletions

Many users deleted their account during minor dissatisfaction, even though they only wanted a temporary break from the app.

Key Decisions

Decision 1: Create a guided multi-step account deletion process to reduce post-deletion uncertainty

Before

Account Setting

Delete Account

Confirmation Pop-up

A simple 3 step delete account process

After

Delete Account

Unclaimed Perks

Feedback

Consequences

Identity Verification

After user selected delete account, 4 more steps were added with clear explanations at each step, giving users visibility throughout the process.

I also introduced two additional screens to support the experience: a clear deletion confirmation and a 14-day reactivation screen for returning users:

Delete Account Confirmation

If user comes back with 14 days

Decision 2: Add “Unclaimed Perks” and “Consequences” screens to increase transparency and user retention

Unclaimed Perks

This page shows remaining benefits (coffee credits, upcoming invites, active connections) that users may not want to lose before deleting their account.

Consequences

This page confirms what will be lost and cannot be restored after deleting. User will also have a choice of restore their account within 14 days of deletion.

Decision 3: Introduce Pause Account and Feedback Features to prevent unnecessary permanent deletions

Pause Account

This allows users to temporarily step away while keeping their benefits and connections.

Settings

Pause for …

Confirmation

Account Paused

Homescreen

Feedback Step to Guide Users During Deletion

Each reason selected in the feedback screen leads to a personalized suggestion, giving us insight into user challenges and offering targeted help before they decide to leave.

Feedback Step