--- name: account-deletion-and-export-experience type: experience journey: customer persona: Night-shift nurse (61), leaving a service she no longer uses domain: Privacy rights technology: Web app settings and account area core: "1.0" description: "Experience skill: Downloading your data and closing your account — the best-practice customer journey for a night-shift nurse (61), leaving a service she no longer uses in Privacy rights on Web app settings and account area. Use when designing, building, reviewing or writing copy for any step of this journey. Brand-agnostic: pair with any Celestial design skill for the look. Also use it for decks, research readouts, specs and documents about this journey. Outputs: PowerPoint / Keynote / Google Slides decks, Word and Google Docs documents, PDF reports, emails, social posts, charts and diagrams." --- # Downloading your data and closing your account A customer downloads a copy of their data in a readable format and closes their account, knowing exactly what is deleted, what is kept by law, and how long they have to change their mind. **Outcome** — At least 95% of export and deletion requests complete within the legal deadline, and 90% of people say they understood what would happen before confirming. This skill says *what happens and in what order*. It never specifies colour, type or spacing: describe screens as compositions of Celestial core v1.0 components and patterns, and let the active design skill render them. --- ## Persona — Grace, Night-shift nurse (61), leaving a service she no longer uses > “I want my photos back and then I want it gone. Don't make me hunt for the button or argue with me.” Has a decade of photos and messages in the account; switching services and tidying her digital life after a data breach elsewhere. **Goals** - Get a complete copy of her photos and messages - Close the account for good - Know nothing is left that could be breached **Pains** - Delete options buried several menus deep - Guilt-trip screens and repeated “are you sure?” prompts - Exports in formats she can't open **Behaviours** - Does admin tasks after night shifts, when tired - Reads the small print - Keeps confirmation emails as proof **Access needs** - Tired and low on attention — needs clear, short steps - Varifocal glasses — prefers larger text --- ## Domain — Privacy rights - Right of access and data portability (GDPR Articles 15 and 20): provide the data in a common, machine-readable format within one month - Right to erasure (Article 17): delete personal data unless a legal duty requires keeping some, and say which data and for how long - Confirm identity before releasing an export or deleting; do not ask for more data than needed to confirm - Offer a grace period (e.g. 14 days) before permanent deletion, with a one-tap cancel - Cancel active subscriptions and explain any refund before closing the account Vocabulary to use: `export`, `archive`, `close account`, `grace period`, `retained records`, `subscription` ## Technology — Web app settings and account area Inputs: Mouse and keyboard, Touch, Email link - Exports prepared asynchronously; large archives split into parts under 2 GB - Download links expire after 7 days and require sign-in - Deletion runs across backups within the stated period --- ## Journey (5 steps) | # | Step | Goal | Compose with | Copy | |---|---|---|---|---| | 1 | **Privacy hub** | Find export and close options in one place | `detail` | “Download your data or close your account” | | 2 | **Export** | Choose what to export and request it | `form + chips` | “We'll email you when your download is ready — usually within a few hours” | | 3 | **Download** | Get the archive safely | `table + export` | “3 files ready · 4.2 GB total · available until 2 November” | | 4 | **Close account** | Understand the consequences and confirm | `form` | “Your account will close on 8 November. Until then you can cancel by signing in.” | | 5 | **Closed** | Have proof and a way back during the grace period | `confirmation` | “Request received · Reference DL-48213” | ### 1. Privacy hub - Reachable from Settings in two taps - Explain both options side by side ### 2. Export - Everything selected by default; categories can be unticked - Formats named in plain words (photos as JPG, messages as HTML and JSON) - **error:** Something went wrong preparing part 2. We're retrying and will email you. - **loading:** Preparing your archive… ### 3. Download - List parts with sizes and expiry - Require a fresh sign-in before download - **empty:** Your archive has expired. Request a new one. ### 4. Close account - List what is deleted, what is kept and why, and the grace period - One confirmation, with password re-entry; no guilt copy - **error:** You have an active subscription. We'll cancel it and refund £3.20 for unused days. ### 5. Closed - Confirmation email with reference and dates - Final notice sent when deletion completes --- ## Principles 1. Leaving is as easy as joining 2. Say plainly what is deleted, what is kept, and for how long 3. Offer a copy of the data before closing 4. One confirmation, no pressure tactics 5. Proof of every request, by email ## Do / Don't **Do** - Suggest exporting before closing, once - Show the legal reason for any retained records - Send a final message when deletion is complete **Don't** - Use confirmshaming or repeated retention offers - Require a phone call to close an account - Release an export without re-confirming identity ## Accessibility - Meets WCAG 2.2 AA; the close-account control is a real button reachable by keyboard - Consequence list is a semantic list read before the confirm button in focus order - Download sizes and expiry dates are text, not icons; dates written in full - Status of export (preparing, ready, expired) announced and not shown by colour alone Core minimums always apply: 4.5:1 text, 3:1 UI and focus, visible focus on every control, 44px touch targets, no meaning by colour alone, reduced motion respected. ## Content and voice - Neutral, factual tone: “Your account will close on 8 November” - Name retained data precisely: “We keep invoices for 6 years because tax law requires it” - Avoid euphemisms: say “delete” and “close”, not “deactivate” unless it is reversible ## AI interactions - No AI in this journey because privacy-rights requests must be handled consistently and auditable; a person reviews any request flagged as possible account takeover ## Edge cases - Request made from a session that may be compromised — require re-authentication and notify all contact methods - Account holds shared content (group albums) — explain what others keep and offer to transfer ownership - Outstanding balance or legal hold — explain what blocks deletion and what can still be removed now - Person signs in during the grace period — ask whether to cancel the closure, never assume - Export larger than storage on their device — split into parts and say the size up front --- ## Measures | Measure | Target | How | |---|---|---| | Deadline compliance | 100% < 30 days | Request → export delivered / deletion complete | | Comprehension | ≥ 90% | Post-task check: “What will be kept?” answered correctly | | Export success | ≥ 95% | Archives that open without errors, sampled | | Closure without contact | ≥ 90% | Closures completed with no support ticket | Research: Comprehension testing of the consequences screen with tired, end-of-shift participants; Privacy and legal review of retention statements; Archive usability test: can people open and find their items in the export. --- When building this journey: follow the steps in order, compose each screen from core components and patterns only, keep the persona's access needs and the domain rules non-negotiable, and take every visual value from the active design skill. ## Using this journey in other outputs - **Deck or readout**: one slide for the persona (name, role, quote, goals, pains), one per step (goal, screen, the principle that matters most, its error state), then measures with targets. 16:9. - **Spec or document**: a section per step with goal, screen composition, copy, states and acceptance criteria; principles and accessibility rules as a checklist at the end. - **Look and feel**: this skill is brand-agnostic. If a design skill is named or installed (e.g. "in Mars"), take every colour, font and shape from it; otherwise use plain neutral styling and say which design skill would apply.