From Dark Patterns to Transparent UX : Designing and Evaluating Cancellation Flows for Streaming Service Free Trials

Sammanfattning

Dark patterns in subscription-based digital services can steer user behaviour and make cancellation more difficult. This thesis investigates how such patterns manifest in free-trial cancellation flows of streaming services and evaluates whether a transparent redesign improves user experience. A three-phase study was conducted: a structured walkthrough of YouTube Premium and Spotify cancellation workflows, a Research through Design (RtD) process to create a transparent cancellation prototype in Figma, and a comparative within-subjects user study (N=8) combining task observation, questionnaires (SUS, transparency, sense of control), and semi-structured interviews. Results show that while reconstructed current flows are usable (SUS M=80.0), they reduce transparency (M=3.84/5) and sense of control (M=3.97/5) through low-salience billing information, unequal visual weight of options, and emotional dissuasion. The redesigned prototype was rated higher in perceived transparency (M = 4.44/5) and sense of control (M = 4.78/5), while maintaining high usability (SUS M = 87.2). Participants described the prototype as more respectful and trustworthy. The study concludes that targeted design modifications can transform manipulative cancellation flows into transparent, user-respecting experiences without reducing perceived usability.