Part 2: Recommendations for Fulfillment - Start a GitLab trial
JTBD: When creating a new account, I want to start a trial, So I can test GitLab.com Gold features.
The improved free trial sign-up experience for GitLab.com (SaaS) users issue goes a long way to solving some of the major friction points. The main things uncovered by the Start a Trial JTBD are below:
|Friction Point||Problem||Proposed Solution|
||- Tabbed approach on the marketing trial page can be confusing.||Free trial signup flow improvements: homepage|
||- Social Sign-On is not consistent across third-party apps.
- First & Last Name input fields consistency.
|- Survey of User Registration Social Sign-on flows
- Research consistent/inclusive form naming input
||- We take the user away to confirm their email and increase the risk of them dropping out of the trial funnel.
||Replace current email confirmation flow with a 'soft email confirmation flow'|
||- We take the user away from GitLab.com and into the customer portal with a change of URL and visual styling.
- We ask users to confirm their email for a second time on the Customer Portal, leading to a broken sign up flow.
- We do not explain the difference between a Personal Account and Group when applying a Trial.
|The improved free trial sign-up experience for GitLab.com (SaaS) users issue tackles most this|
||- This page is underwhelming and requires further iteration for both User Settings > Billing Page and Group Billing Page.||The improved free trial sign-up experience for GitLab.com (SaaS) users issue starts to tackles this but more iteration is needed.|