Part 2: Experience Recommendations for Fulfillment - 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.
The team has already brainstormed and written issues for several quick-win, MVC iterations as part of the MVC purchase improvements epic.
There are two main areas of issue/potential improvement. We can address these issues as part of the design discovery issue for improving the purchase flow.
Problem 1: The purchase flow requires users to go to a separate place (the customers portal) and use/create a separate account to complete their purchase.
- Ideally, we eliminate the need for GitLab.com users to have to go to the customer portal at all and 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 making the customer portal much more seamless. The customer portal should not have a GitLab.com user register for a second account, ideally it would just use their GitLab.com account.
Problem 2: The differences between personal/group plans are not very clear to users, especially if the user is new and doesn’t have a group plan yet. Additionally, there is no way for a user to create a group within this flow.
- We need to simplify the explanation of personal vs. group plans. This is an area that we will want to test in our solution validation.
- Alternatively, there’s been some conversation about removing personal plans altogether in favor of group plans. This would certainly simplify the experience for users who have never purchased anything before, but will likely cause confusion for pre-existing customers.
- We should explore the way that this change would affect current customers further. A good start would be getting some additional data on how many users currently have personal namespace plans.
- Make group creation part of the purchase flow.
Email confirmation sticking point
One final area / sticking point that we should consider improving is the email confirmation step as part of the GitLab.com account signup for new users. This received a negative emotional grade as the email confirmation is a barrier for new users.