Telecom and subscription businesses run on a single number: retention. Unlike most consumer products, a large share of users interact with the product mainly when something's wrong — a bill dispute, a plan change, a cancellation attempt — and those moments carry outsized weight on churn. This experience comes from leading Product & UX at DISH Network, an enterprise telecom and streaming business serving 12M+ subscribers, where cancellation flows, billing UX, and plan-change friction were treated as revenue-critical surfaces, not edge cases.
Use Cases
Your cancellation or downgrade flow is a black box you can't confidently improve
Billing, plan-change, or account UX generates a disproportionate share of support tickets
You're bundling or unbundling subscription tiers and need the UX to hold up under real usage
Churn is measured, reported to leadership, and design is expected to move it
Ideal For
• Telecom & ISP account/billing experiences
• Subscription SaaS with high-stakes cancellation flows
What’s Included
The Outcome
A subscription product where cancellation and billing friction stop being your biggest uncontrolled churn driver.
What It Solves
Industry Approach
Common Questions
Both — the same retention-UX discipline applies whether you have 200 or 20 million subscribers; scope and timeline adjust accordingly.
Yes — the goal is removing confusion and friction, not creating dark patterns. An honest save-flow consistently outperforms one that's just hard to exit.
Both, when relevant — a support agent's tools shape the customer experience as much as the app itself, especially for billing disputes.
This work is informed by lived experience of retention and churn at Fortune 200 telecom/streaming scale — it already knows what to look for in this specific industry.
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Currently taking new clients · Typical start: 1–2 weeks from contract