This epic collects research documentation (interview notes, recordings, and summaries) for the Fulfillment team's user research on licensing, renewals, and true-ups. This work is broken into two separate phases described in more detail below. The research in this epic supports: [GitLab Cloud Activation & Sync](https://gitlab.com/groups/gitlab-org/-/epics/1735) ## Phase 1 - Milestone: `12.4` - Status: `Analysis` The Fulfillment team conducted a series of interviews with internal customers to better understand the pain points and opportunities around the purchasing/renewals workflows our employees are managing for self-hosted customers. Since this is a legacy problem we're trying to solve, getting recent feedback from key stakeholders is important to make sure our understanding of the problem space is accurate and up to date. **Key Goals:** - Identify opportunities to make renewals and true-ups a more efficient and transparent experience for both customers and GitLab employees involved in these processes - Validate our [assumptions](https://gitlab.com/gitlab-org/ux-research/issues/345#what-hypotheses-andor-assumptions-do-you-have) to ensure the Cloud Activation Vision (&1735) is on the right track - Present and get feedback on early [Cloud Activation UI concepts](https://gitlab.com/gitlab-org/gitlab/issues/31825) so we can learn what questions sales folks have about the concept, get concrete feedback, and iterate quickly - Get feedback on the feasibility of the concept of customers [prepaying for GitLab.com](https://gitlab.com/gitlab-org/ux-research/issues/349) ## Phase 2 - Milestone: `Unscheduled` - Status: `Backlog` Conduct a series of interviews with self-hosted customers to understand the pain points and opportunities around purchasing, renewals, and true-ups. **Key Questions:** - What are the main pain points customers have when applying and renewing self-managed licenses? - How do these problems compare with our vision for cloud activation? Are there gaps we should be addressing in our proposed solution? - What is the customer journey for buying, upgrading, and renewing GitLab? - Who is most affected by this feature? What roles/personas are involved in the journey and where? Are our assumptions about our target audiences for cloud licensing correct?