Switching
The Firing Arc
The systematic study of why products get fired, from first disappointment to final abandonment.
The Firing Arc is the research discipline of understanding churn. It maps the timeline from a user's first disappointment with a product through their escalating frustration, their exploration of alternatives, their decision to leave, and their actual departure. Unlike retention studies that ask why people stayed, the Firing Arc asks why people left. The answer is always forces: push forces that built up, pull forces that faded, habit forces that broke, or anxiety forces that spiked.