UX/UI Design
Cancellation Workflow
Summary
August - December 2022
I led the design of a new cancellation workflow for D2L Wave’s course catalog, addressing a major usability pain point and eliminating our most common support ticket.
Context & Problem
D2L Wave (now SkillsWave) is a corporate upskilling platform that connects employees with thousands of learning programs.
However, the platform initially lacked a workflow for Learners (employees) to cancel their own course requests. Instead, users had to submit support tickets, creating a significant volume of manual work for the customer support team.
Task
As the primary Product Designer on this project, I was responsible for designing a self-service cancellation workflow. My goal was to improve the user experience while reducing the burden on our support team, which had no way to process cancellations after a request reached the "Paid" state.
Actions
To understand the problem fully, I collaborated with our customer support team to learn about their cancellation process. I then mapped out the various states an application could be in:
Before payment: Learners awaited approval from their company’s representative.
After payment: Learners waited for enrollment by the Education Partner, and cancellation required manual intervention.
Through this exercise, I identified an opportunity: we could allow Learners to cancel their own requests before payment while guiding them to support for cancellations beyond that stage.
I designed two key paths:
Path 1
Self-service cancellation – When a request was in the “Approved” state (before payment), a Cancel button was enabled, allowing Learners to cancel directly. They had to provide a reason, which was shared with approvers for transparency.
Path 2
Guided support – When a request was in “Paid,” “Registration Sent,” or “Enrolled,” the Cancel button was disabled, and a tooltip directed Learners to reach out to support, aligning with Education Partner policies.
Result
This redesign completely eliminated support tickets related to cancellation requests, achieving a 100% reduction in these cases. By enabling self-service cancellation at the appropriate stage, we improved efficiency for both users and the support team, allowing them to focus on more complex issues.
This project demonstrated how a thoughtful UX solution could significantly improve both user experience and business operations.