Customers that have a Walmart+ membership have the option to cancel their membership at any time. Engaged users utilize Walmart+'s benefits often enough that they are saving both time and money on their groceries whereas unengaged users rarely use any benefits, leading them to often cancel their membership because they don't see the value of their membership.

I designed a personalized cancellation experience that shows a customer how they can easily save, highlighting the value of their benefits if they kept their Walmart+ membership, reducing churn by 1% while strengthening long-term membership loyalty.