Decouple .com trials from the customers app
Problem
Currently, if a GitLab.com account wants to start a user or group trial they are directed to the customers app where they need to create in order to start a trial. This is a confusing multi-step process that isn't actually needed to initiate a .com trial.
There are other known issues in the current trial experience such as https://gitlab.com/gitlab-org/gitlab/issues/14746 where if an existing trial attempts to buy they encounter an error due to the customer app having some default N/A values. By removing trials from the customer app we will also solve this problem.
We believe by removing the customer app from the .com trial experience we can increase the overall volume of .com trials and associated purchases along with improving the user experience.
Solution
If a user selects to start a trial within a .com account (granted they have correct permissions to start a trial) then we should check if we already have the required contact information for sales. If so then they should only be asked one question, where the trial should be applied, providing the user with a drop-down where they can select the user or group to apply the trial.
If the required information from sales is not known then we should ask for this information followed by the question asking on what user or group the trial should be applied.
This should all occur within the page they are actively on so we don't remove them from their current workflow.
(mock-ups provided in the design tab)
ICE score
Impact | Confidence | Effort | Score |
---|---|---|---|
6 | 10 |
open items
-
Confirm data for .com trials is not needed in the customers app/Zuora for any reason other than to send the lead data to SFDC -
Confirm what data we need to send to SFDC -
Confirm we can initiate a trial directly from the licensing app -
Confirm the standard trial end date will be honored -
Confirm sales reps will still be able to override trial end dates -
Design new start trial flow within a .com account