After discovering that children and Alexa don’t mix (unless you enjoy high card bills every month) I needed to find a way of cancelling Amazon Music subscription.
I discovered a rather dirty dark pattern in the form of switching action states. Every Amazon user will be familiar with their button sequences, yellow buttons = positive / primary action with grey buttons action as cancel / secondary actions.
Throughout the entire Amazon Music subscription cancellation process they’ve switched the button logic around. Here’s the flow in it’s gory detail.
Notice how this first question is in fact a feedback survey – and you can skip it using the standard link below the action buttons – but you can’t select submit and confirm cancellation until you have selected an option.Amazon Music then tries a final attempt to keep you based on your response, in this example, I’m not using it enough it shows me all the things I’ve probably not utilised yet and that there’s really a lot on offer et et et et.You’ll see that even up to the point of confirmation the buttons are reversed. Also notice that the progress indicator implies you’re finished. i wonder how many people close the window at this point never actually cancelling their subscription?
Also published on Medium.