Streamlining the Website Upgrade Experience to Drive Conversions and Customer Satisfaction.
Streamlining the Website Upgrade Experience to Drive Conversions and Customer Satisfaction.
Streamlining the Website Upgrade Experience to Drive Conversions and Customer Satisfaction.
SERVICE
SERVICE
Web Design, UX Design,
UI Design, User Research.
Web Design, UX Design,
UI Design, User Research.
INDUSTRY
INDUSTRY
SAAS in Product Management
SAAS in Product Management
REALIZED
REALIZED
Oct 2023
Oct 2023
Summary
Summary
Chisel, a SaaS provider, offers a product management platform that helps teams align and execute their strategies efficiently.
Chisel, a SaaS provider, offers a product management platform that helps teams align and execute their strategies efficiently.
Summary
Chisel, a SaaS provider, offers a product management platform that helps teams align and execute their strategies efficiently.
$
$
m
m
Raised for platform expansion
Raised for platform expansion
1000+
1000+
Customers worldwide
Customers worldwide
/5
/5
Rated on G2
Rated on G2
#
#
in Usability and Implementation for Roadmap Tools
in Usability and Implementation for Roadmap Tools
I simplified the upgrade process, showcased premium and enterprise benefits, and built trust through testimonials, allowing users to upgrade without sales rep assistance.
I simplified the upgrade process, showcased premium and enterprise benefits, and built trust through testimonials, allowing users to upgrade without sales rep assistance.
Despite the platform’s success, its upgrade process needed optimization.
Despite the platform’s success, its upgrade process needed optimization.
The Mission ?
The Mission ?
Boost conversion rates and turn those free users into happy, paying customers within the website.
Boost conversion rates and turn those free users into happy, paying customers within the website.
This is how we made it happen…
This is how we made it happen…
So, what was the problem ?
So, what was the problem ?
Many users were interested in upgrading to premium features but felt disconnected due to a complex process that lacked customer trust.
Many users were interested in upgrading to premium features but felt disconnected due to a complex process that lacked customer trust.
User Giving up
User Giving up
Missing Trust
Missing Trust
Missed Conversions
Missed Conversions
Unsure of Premium Value
Unsure of Premium Value
Limited Upgrade Access
Limited Upgrade Access
Users had no self-service upgrade option, requiring contact with a representative, slowing conversions.
Users had no self-service upgrade option, requiring contact with a representative, slowing conversions.
Poor Communication
Poor Communication
The advantages of premium plans were poorly communicated, leaving users uncertain about the benefits.
The advantages of premium plans were poorly communicated, leaving users uncertain about the benefits.
Unclear Value Proposition
Unclear Value Proposition
Premium features lacked visibility and trust, reducing user confidence and undermining the incentive to upgrade.
Premium features lacked visibility and trust, reducing user confidence and undermining the incentive to upgrade.
Hypothesis
Hypothesis
Increasing premium feature visibility and trust will drive upgrades and user satisfaction.
Increasing premium feature visibility and trust will drive upgrades and user satisfaction.
Research
Research
Research
Research
Research
Research
Research
User Research and Insights
User Research and Insights
GOAL
Streamline the website upgrade process and improve user satisfaction and conversions.
Streamline the website upgrade process and improve user satisfaction and conversions.
COLLABORATION
Aligned website strategy with marketing to boost conversions and improve upgrade accessibility.
Aligned website strategy with marketing to boost conversions and improve upgrade accessibility.
METHOD USED
Competitive analysis, best practices and feedback sessions.
Competitive analysis, best practices and feedback sessions.
#1 Self Service Preference
Users showed a strong preference for managing their own upgrades, highlighting the need for a more intuitive, self-guided process.
Insight #1:
Self Service Preference
Users showed a strong preference for managing their own upgrades, highlighting the need for a more intuitive, self-guided process.
#2 Visibility Matters
Insight #2:
Visibility Matters
Users wanted clearer, prominent visibility of premium features benefits to understand the value in upgrading.
Users wanted clearer, prominent visibility of premium features benefits to understand the value in upgrading.
Research Methodology
User Stories
User journey map
Research Methodology
User Stories
User journey map
Research Methodology
User Stories
User journey map
Challenges
Challenges
Challenges
Challenges
Challenges
Challenges
Challenges
Navigating a landscape of challenges, our team adeptly balanced immediate demands with future growth considerations.
Navigating a landscape of challenges, our team adeptly balanced immediate demands with future growth considerations.
01
01
CHALLENGE #1
CHALLENGE #1
Balancing marketing goals with user needs.
Balancing marketing goals with user needs.
Balancing marketing goals with user needs.
SOLUTION #1
SOLUTION #1
Aligned the website strategy with marketing efforts while keeping the user journey clear.
Aligned the website strategy with marketing efforts while keeping the user journey clear.
Aligned the website strategy with marketing efforts while keeping the user journey clear.
02
02
CHALLENGE #2
CHALLENGE #2
Time constraints
Time constraints
Time constraints
SOLUTION #2
SOLUTION #2
Required rapid design and implementation to meet deadlines, created from scratch.
Required rapid design and implementation to meet deadlines, created from scratch.
Required rapid design and implementation to meet deadlines, created from scratch.
03
03
CHALLENGE #3
CHALLENGE #3
Limited resources for comprehensive design exploration.
Limited resources for comprehensive design exploration.
Limited resources for comprehensive design exploration.
SOLUTION #3
SOLUTION #3
Adopted an iterative design approach with quick iterations and internal feedback loops to maximize efficiency.
Adopted an iterative design approach with quick iterations and internal feedback loops to maximize efficiency.
Adopted an iterative design approach with quick iterations and internal feedback loops to maximize efficiency.
Design
Design
Design
Design
Design
Design
Strategic Focus
Strategic Focus
We tackled the most pressing challenges first, delivering high-impact solutions while setting aside additional features for future iterations.
We tackled the most pressing challenges first, delivering high-impact solutions while setting aside additional features for future iterations.
WEBSITE SOLUTIONS
WEBSITE SOLUTIONS
NOW
NOW
Enterprise Page Creation
Creating an enterprise page and adding it to the website menu.
Free Trial Offer
Hover me
Offering a free trial period to allow users to experience the software before committing.
Pricing Page Features
Implementing a pricing page feature table to provide clear and transparent pricing information for each subscription plan.
Pricing Page Features
Implementing a pricing page feature table to provide clear and transparent pricing information for each subscription plan.
Free Trial Offer
Hover me
Offering a free trial period to allow users to experience the software before committing.
Enterprise Page Creation
Enterprise Page Creation
Pricing Page Features
Click
Pricing Page Features
Click
Free Trial Offer
Free Trial Offer
Comparison Chart
Providing a comparison chart highlighting the differences between plans.
Customer Success Stories
Incorporating testimonials or case studies from other users who have successfully implemented the upgrade.
Comparison Chart
Comparison Chart
Customer Success Stories
Customer Success Stories
LATER
LATER
Limited-Time Offers
Displaying banners or pop-ups for time-limited promotions to encourage quick upgrades.
Iterating
Based on user feedback and testing results to ensure that design decisions align with user preferences and expectations.
Iterating
Iterating
Limited-Time Offers
Limited-Time Offers
Entreprise Web Page
Entreprise Web Page
Before
Wireframes
After
Before
Wireframes
After
Before
Wireframes
After
Entreprise web page
Before
Wireframes
After
Before
Wireframes
After
WEBSITE SOLUTIONS
NOW
Enterprise Page Creation
Enterprise Page Creation
Pricing Page Features
Click
Pricing Page Features
Click
Free Trial Offer
Free Trial Offer
Comparison Chart
Comparison Chart
Customer Success Stories
Customer Success Stories
LATER
Iterating
Iterating
Limited-Time Offers
Limited-Time Offers
Incorporating testimonials or case studies from other users who have successfully implemented the upgrade.
Incorporating testimonials or case studies from other users who have successfully implemented the upgrade.
Post-Implementation
Post-Implementation
Post-Implementation
Post-Implementation
Post-Implementation
Post-Implementation
What Were We Missing?
What Were We Missing?
Although upgrades became self-service, we struggled to fully implement analytics for tracking user behavior.
Although upgrades became self-service, we struggled to fully implement analytics for tracking user behavior.
Although upgrades became self-service, we struggled to fully implement analytics for tracking user behavior.
What were our future goals then ?
What were our future goals then ?
Enhanced Monitoring
Implement analytics to track conversions and user behavior.
Enhanced Monitoring
Implement analytics to track conversions and user behavior.
User-Centric Optimization
Build trust with testimonials and clear plan comparisons.
User-Centric Optimization
Build trust with testimonials and clear plan comparisons.
Marketing Integration
Align marketing efforts with personalized offers to boost upgrades.
Marketing Integration
Align marketing efforts with personalized offers to boost upgrades.
Feedback Loop
Regularly collect user feedback to make informed improvements.
Feedback Loop
Regularly collect user feedback to make informed improvements.
Chisel Labs won multiple awards, reflecting the impact of our efforts to improve user experience and drive growth.
Chisel Labs won multiple awards, reflecting the impact of our efforts to improve user experience and drive growth.
Reflection and Lessons Learned
Reflection and Lessons Learned
1
1
Delivering Value
Showcased the value of premium and enterprise plans, building trust and driving awareness for seamless upgrades
Delivering Value
Showcased the value of premium and enterprise plans, building trust and driving awareness for seamless upgrades
Delivering Value
Showcased the value of premium and enterprise plans, building trust and driving awareness for seamless upgrades
Delivering Value
Showcased the value of premium and enterprise plans, building trust and driving awareness for seamless upgrades
Balancing Priorities
We addressed the most critical needs first, those with the highest impact on conversions, while planning for future scalability
Balancing Priorities
We addressed the most critical needs first, those with the highest impact on conversions, while planning for future scalability
Balancing Priorities
We addressed the most critical needs first, those with the highest impact on conversions, while planning for future scalability
Balancing Priorities
We addressed the most critical needs first, those with the highest impact on conversions, while planning for future scalability
Adaptability
Working within technical constraints required flexible, creative solutions that allowed us to deliver high-impact results.
Adaptability
Working within technical constraints required flexible, creative solutions that allowed us to deliver high-impact results.
Adaptability
Working within technical constraints required flexible, creative solutions that allowed us to deliver high-impact results.
Adaptability
Working within technical constraints required flexible, creative solutions that allowed us to deliver high-impact results.
Looking Forward
Next steps involve refining analytics, using user feedback to drive continuous improvements in the upgrade experience.
Looking Forward
Next steps involve refining analytics, using user feedback to drive continuous improvements in the upgrade experience.
Looking Forward
Next steps involve refining analytics, using user feedback to drive continuous improvements in the upgrade experience.
Looking Forward
Next steps involve refining analytics, using user feedback to drive continuous improvements in the upgrade experience.
"This project was a great reminder of how meaningful experiences are built through trust and attention to detail. I loved seeing how strategic changes could boost user confidence and conversions."
"This project was a great reminder of how meaningful experiences are built through trust and attention to detail. I loved seeing how strategic changes could boost user confidence and conversions."
Your Goals, My Focus
The first step is always the hardest, and you’ve already nailed it. Let’s take the next one together— tell me more below.
Your Goals, My Focus
The first step is always the hardest, and you’ve already nailed it. Let’s take the next one together— tell me more below.
