Context & Constraints

I frequently sync with the Customer Service Lead to review tickets, common issues of the week, plan a course of action together. Since Support struggles with overloading product teams with bugs & feature requests, this meeting keeps me informed and helps me understand where I can organize and study customer support feedback to take broader action. In this instance, we uncovered that a significant amount of our Customer Support Team's time had been spent dealing with upset customers who felt our purchasing process wasn't transparent, intuitive, or informative.

 

Due to the scope of a higher-priority project in progress, I had to design a solution for one-half a sprint of one developers' time ( ~3 days)

Objectives

Business Goals:

Reduce customer service agent time spent on issuing manual refunds.

 

Improve brand perception by offering a more transparent purchasing process. 

 

Increase revenue by guiding users with free promo codes to try out more expensive plans and get hooked on premium features.

 

User Goals: 

Understand what I am purchasing, how much its costing me, and when I'll be charged. 

Problems

Influx of Support Tickets

We were getting far too many emails from customers explaining that they didn't know they'd get charged on "x" date, or that their promo code didn't work and they were charged full price.

Poor Plan Selection

Customers with one-month-free promotional codes were still choosing the free or lowest tiered plan, unsure of when they'd be charged or if their code worked.

Poor Plan Selection

Customers with one-month-free promotional codes were still choosing the free or lowest tiered plan, unsure of when they'd be charged or if their code worked.

Project Map

User Types:

  1. Existing Users adding a new subscription.

  2. New users buying a subscription for the first time.

  3.