HelloSimply.com: easy to subscribe, difficult to unsubscribe

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The app makes it trivially easy to subscribe to the service, but it uses UI anti-patterns to hide subscription management options. Additionally, it has limited payment management options in the web UI, but does not offer subscription management. If a user does not realize a UI element is actually a scrollable list, there will be no way to unsubscribe form the service.

Simply Piano app of a logged in user with the administrative drop-down menu activated

The Simply Piano app with the administrative drop-down menu opened and scrolled to reveal the settings option.

Cancelling a subscription in the app

The app is a trivially simple UI with six menu options in the administrative drop-down menu. Users have access to everything they'd typically need with the top four options, so they are unlikely to even be aware that the menu is actually scrollable.

If a user wants to unsubscribe, they will not find the option anywhere in the drop-down as it is presented to the user by default. They must know or discover that the menu is scrollable, and the remaining two options ("Settings" and "Join the Community") are below the fold.

From there, the process is simple. Subscription management is the only significant function contained in the "Settings" menu, and it is a simple button press.

Cancelling a subscription in the web UI

The web UI which allows users to enter their credit card information to start a subscription.

The web UI does allow users to create an account and start a subscription by putting in payment information. However, it does not allow the user to manage or cancel their profile, account, or subscription in the web UI. Once a user is subscribed, it appears that they will have to download the app to manage their subscription.

Email Simply sends to users whose payment information has failed. The only options are to update payment information or send the company an email.

There is also an additional web UI that is not available through the website. If a user's payment information expires, the system will send them an email giving them an opportunity to update their payment information. This email does not even mention managing the subscription. The only options are to email the company or update payment information.

A web UI only accessible through an email sent by Simply enabling users to update their payment information, but not manage their subscription.

If a user chooses to update their payment information, they will be sent to an otherwise inaccessible web UI that allows them to perform that function -- and nothing else. Users are provided the details of their subscription, but they cannot alter any of it. All they can do is put in different payment information.