Decision recommendation — choose a guarded beta, subject to readiness gates
Recommendation: Option B, a reversible 10% beta for eligible monthly members, is better supported than a full release or indefinite status quo. This recommends learning safely; it does not claim pause will reduce cancellations. Capacity supports a beta but not a hardened release. GM retains the decision.
Evidence chain: The need criterion has medium confidence: repeated interview accounts (18/24 in a selected sample), 96 optional cancellation reasons, and 27/310 cancellation contacts all indicate a temporary-break use case, but none estimates population demand. Usability readiness is low-medium: 5/8 prototype participants completed unaided with correct terms, while three had material friction, including one choosing cancel. Billing safety is unknown because the prototype had no backend. Support sustainability is unknown and may be harmed by timezone and refund questions. Outcome impact on cancellation or revenue is completely unmeasured.
Option A fails current readiness: no real billing evidence, unresolved terms, accessibility, notification dependency, and a 3–5 week estimate against four-week capacity. Option C avoids immediate billing risk but leaves convergent need signals untested and cannot answer behavioral impact. Option B can test behavior with bounded exposure if mandatory gates pass. Four interviewees' preference for cancel must remain available; pause must not obstruct cancellation.
Readiness gates before beta: Finance and Legal approve terms and test cases; Engineering resolves notification dependency; accessibility review passes; support scripts and escalation exist; analytics distinguish view, start, complete, cancel, contact, and error; named owners approve daily reconciliation; accounts with credits or pending refunds are excluded. Missing owner names are blockers, not assignments.
Success/stop: evaluate the supplied 80% unaided completion and 8 contacts per 100 attempts with explicit denominators; require zero verified billing errors. Stop immediately for any incorrect charge, misleading term, failed reconciliation, or inaccessible critical path. Do not interpret beta selection as retention impact. Next decision requires completion, error, contact, cancellation-after-pause, and qualitative issue evidence, plus costs and minority harms. Log GM choice, exceptions, owners, dates, evidence, and the condition for broader release.