Experience Recommendations - Growth:Fulfillment FY20-Q4 - Purchasing a GitLab.com subscription
Experience recommendations: GitLab.com purchase flow
These recommendations are based on the findings from the experience baseline for purchasing a GitLab.com subscription.
MVC iterations
The team has already brainstormed and written issues for several quick-win, MVC iterations as part of the MVC purchase improvements epic.
Areas for improvement
Problem | Possible solution / Recommendation | Issue |
---|---|---|
New user: It's confusing for new paid users who have just created a GL.com account to have to create a second account for the customers portal to pay for their GL subscription. | New paid users should be able to purchase a subscription during the GL account creation and signup flow. | Update .com paid signup process |
Existing user: The purchase flow requires existing GL.com users to go to a separate place (the customers portal) and create or use a separate account to complete their purchase. | - Ideally, users would be able to make purchases and manage their subscription and billing from within GitLab.com. - If that’s not possible, though, the next best solution is to automatically and seamlessly sign users into the customer portal with their GL.com account. |
Move all SaaS billing from the portal to GitLab.com |
New user: The differences between personal/group plans are not very clear to new users who have just signed up for GL. | We strongly recommend group subscriptions, so remove the option for new users to create a namespace plan in the paid signup flow (group subscription is the only option). Walk them through group creation/naming after subscription purchase. | Update .com paid signup process |
Existing user: An existing user starts navigating through the purchase flow from an "Upgrade" button on their group or namespace, but we ask them to choose between applying their subscription to their namespace/group again later in the purchase flow. The differences between namespace/group plans are not very clear to users. | We should apply the subscription to the namespace or group where the user clicked the upgrade button and kicked off the purchase flow. | Move all SaaS billing from the portal to GitLab.com |
New user: There is no way for a new user to create a group within the purchase flow. | Add a group creation step as part of the purchase flow. | Update .com paid signup process |
New user: The email confirmation step as part of the GitLab.com account signup for new users is a sticking point that we should consider improving. | Move to a soft email confirmation | Update .com paid signup process |
Edited by Phil Calder