Big Tech Can’t Stop Telling On Itself – Pluralistic: Daily links from Cory Doctorow

Memos show that Amazon deliberately added confusion and complexity to the account cancellation process. Again, Amazon’s excellent UX designers excelled: cancellations dropped by 14% after the newly complexified cancellation workflow dropped (as one memo put it: “retention appears to be trending positively”).

Amazon called its Prime cancellation process “Iliad,” after Homer’s epic about an endless, grinding war.