Experience Recommendations - Growth FY21-Q1 - Purchasing a subscription for a self-managed instance
- UX Scorecard Part 1: #1023 (closed)
- Resulting Recommendations Parent Issue: Update self-hosted purchase flow
Recommendations
Problem | Possible solution / Recommendation | Issue |
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When the user lands on the customer portal, it's not clear that they are on a new site or why they are on a new site. It makes the "Register" step confusing. | Make it clear to the user that they're on a new site (the customer portal) and give them a value prop for why (security around your data and payment info). | Make customer portal registration and login more seamless with magic link |
When registering for the customer portal, the user is asked for an address. What we're wanting them to input is the billing address associated with their credit card, but it's not clear that that's the address we need. | Move billing address collection to the payment step, and ask for it contextually along with the credit card. | Make customer portal registration and login more seamless with magic link to streamline registration and Update the customer portal checkout page to allow subscription and billing information input to add it to the checkout |
When registering for the customer portal, the user has to fill out a long form that asks them for a lot of information. | Only collect the most necessary information during registration, and spread out the rest of the data collection . Consider moving the company information section to a separate step of registration or potentially a step of the checkout process. | Make customer portal registration and login more seamless with magic link |
The email confirmation step is annoying and confusing. It's disruptive to ask the user to go out to their email to confirm, and the page itself doesn't have a clear message--the largest text is "Resend confirmation email" and the info about checking your email to confirm is much smaller. | Make the page clearer with a more appropriate messaging ("Confirm your email to continue" or similar). Add a link to email client to help the user confirm their email. | Make customer portal registration and login more seamless with magic link |
The screen right before the checkout screen is just to have user review their CC billing address that they input during registration. This is confusing because the user is not in the context of checkout, so they don't know that the information they're reviewing is supposed to be their CC billing address. | Move billing address collection to the payment step and eliminate this unnecessary step. | Update the customer portal checkout page to allow subscription and billing information input |
Once the user has successfully purchased a self-managed subscription, they land on a confirmation page that has no clear direction to the user of what to do next. | Add actionable next steps to the confirmation page such as a link to download the license, documentation of how to download & install GitLab, and documentation of how to apply a license. | Add actionable next steps to the "self-managed subscription purchased" confirmation page |
Experience Recommendations Checklist
Learn more about UX Scorecards
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Add this issue to the stage group epic for the corresponding quarter's UX scorecards. -
Brainstorm opportunities to fix or improve areas of the experience. - Use the findings from the Emotional Grading scale to determine areas of immediate focus. For example, if parts of the experience received a “Negative” Emotional Grade, consider addressing those first.
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Create an issue for each recommendation. Alternatively, you can create a separate epic to hold all your recommendations. Link to the epic or issues here. -
Think iteratively, and create dependencies where appropriate, remembering that sometimes the order of what we release is just as important as what we release. - If you need to break recommendations into phases or over multiple milestones, create multiple epics and use the Category Maturity Definitions in the title of each epic: Minimal, Viable, Complete, or Lovable.
Edited by Emily Sybrant