Experience Recommendations - Fulfillment:Billing and Subscription Management FY24-Q4 - Manually renewing a GitLab subscription

• UX Scorecard Part 1: #2160 (closed)
• Resulting Recommendations: See below ⬇

Recommendations

Since many of the opportunities for improvement in this area are already known and have issues/Epics that are already in progress for other reasons, I'll be listing my recommendations here instead of creating a recommendations epic.

1. Create renewal emails with copy that's targeted to the customer's specific situation
   • Because renewals emails come from Zuora, we are not technically able to use different copy for different situations, leading to very generic and unhelpful emails.
   • Moving renewals emails to CDot would allow us to send much more helpful and user friendly emails that are targeted to the customer's exact situation.
2. Make it easier to sign in to CustomersDot with GitLab.com SSO
   • Because customers don't often sign into CDot (some only sign in once a year to deal with their renewal), it's hard to remember their email/password.
   • Moving toward GitLab.com SSO as the sign in option for CDot means that customers will have one less email/password to remember.
3. Improve hierarchy on renewals page
   • The manual renewal page is long, and lots of items are given the same level of hierarchy, making it hard for the user to parse.
   • We can improve this page by reducing the visual prevalence of less common items (like upgrade). Additionally, we should consider visually separating true-ups and new license information to create more clarity around the difference.
4. Show success message on manage purchases page so customer can see their activation code right away
   • After a successful purchase, we show a success message, but the user has to click again to continue to the next step of their workflow (get their activation code).
   • We could improve this experience by using an alert for the success message at the top of the subscription page.

Experience Recommendations Checklist

Learn more about UX Scorecards

1. Add this issue to the stage group epic for the corresponding quarter's UX scorecards.
2. 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.
3. Create an issue for each recommendation using one of the Actionable Insight templates in the GitLab project, depending on if it relates to a product change or needs more exploration. Alternatively, you can create a separate epic to hold all your recommendations. Add a UX scorecard-rec label to every issue or epic for traceability. To help with prioritization, add a severity label to communicate appropriate urgency and impact to the experience. Link to the epic or issues here.
   • Recommendations do not need to be documented in your Dovetail project.
4. 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.