STIM

Redesigning the licence cancellation journey

Role
Product & UX Design Intern
Period
Jan–Mar 2026
Focus
Service flows and prototyping
Purple STIM logo on a pale background

A cancel button wasn't enough

Before this project, ending a licence was essentially a single Cancel button. That left little room for differences between licence types, terms, legal requirements and each customer's situation.

STIM needed a dynamic flow that could guide customers through the decision and give the company the information it needed to handle their requests.

My role in the redesign

I joined STIM as a Product & UX Design Intern from January to March 2026. I was tasked with designing the licence cancellation journey for desktop and mobile, working with designers, product and engineering as the structure took shape.

My work covered mapping the existing experience, researching cancellation patterns, wireframing and building interactive Figma prototypes. I also prototyped music search for a new podcast licence.

Mapping and prototyping the journey

I started by mapping the existing experience and the conditions the new flow needed to handle. Research into cancellation patterns informed the wireframes and interactive prototypes.

The cancellation flow in detail

These examples show the key parts of the journey: choosing a date and reason, answering follow-up questions, reviewing the consequences and confirming the cancellation. The questions and details vary with the customer's situation.

The customer chooses an end date and a reason for ending the licence.

The flow in context

The cancellation opens over the licence page, keeping the customer in context. This full-page example shows the follow-up questions for a customer switching to royalty-free music. The final confirmation appears over the licence list.

A full-page example of the cancellation journey.

Planning for the other paths

The licence, the reason for leaving, contract terms, reporting and payments could change which questions appeared and what happened next. I mapped these variations for desktop and mobile. This overview shows the scope of those flows.

The work also explored different ways of ending licences and what those approaches could mean for customer service. The prototypes gave us a way to discuss their positives and negatives before implementation.

Adapting the journey for mobile

I designed the cancellation flows for both desktop and mobile. These screens show one mobile example, with the same decisions and confirmation adapted to a smaller space.

Exploring the podcast licence

STIM was also working on a new podcast licence. I prototyped how someone could search for music and see which songs were included in that licence.

A base for future implementation

The mapped journeys and interactive prototypes formed a base for future implementation at STIM. They covered cancellation on desktop and mobile, alongside my exploration of music search under the podcast licence.

Towards the end of my internship, I presented the cancellation prototypes in a design review with stakeholders. The review focused on feedback and the different approaches I had explored, including what they could mean for customers and customer service.