Make the "new purchase" experience clearer to customers when buying a .com Plan
Problem
If a customer wants to make a new purchase, it's unclear why they have been routed to another website to do so. This is confusing and frustrating to new customers, and could mean a difference between someone buying GitLab and not buying GitLab.
Note: All of these flows are if you click this link:
Sign in vs Register (without pre-existing GitLab.com account)
Step 1 | Step 2 | Step 3 | Step 4 | Step 5 |
---|---|---|---|---|
Sign in vs Register (with pre-existing GitLab.com account)
Step 1 | Step 2 | Step 3 | Step 4 |
---|---|---|---|
Register vs Sign in
Note: This will likely be the most common route for self-managed customers. It's not clear where self-managed customers enter from as returning customers other than about.gitlab.com/pricing, which is more geared towards new customers. We don't seem to prioritise repeat customers.
Step 1 | Step 2 | Step 3 | Step 4 | Step 5 | Step 6 | Step 7 | Step 8 |
---|---|---|---|---|---|---|---|
Proposal
Make the following things clear very early in the purchase process for new customers:
- That they have been routed to a new place to make a purchase that may require you to login to a new service.
- Why they have been routed there
- What the portal is and what it's used for
- Make it easy for them to contact sales if they need to?
- Further suggestions welcome...
Result
A clearer and more efficient user experience in the meantime as we work on #31472 (closed) and other larger improvements.
Metrics
- Purchases made via the portal
- Can we track how folks are using the portal today and compare? Google Analytics or something on the portal to show user behaviour while we wait for Pendo?