Subscription Management
Squarespace / 2020 – 2021
Squarespace offers subscriptions to seven distinct products within a single site: Website, Enterprise, Domains, Email Campaigns, Scheduling, Member Areas, and Google Workspace. Th
I initiated this project to consolidate the disparate product settings into a cohesive Billing experience that gave users more comprehensive control of their subscriptions.
Responsibilities
I was the lead designer, responsible for all user-facing architecture and interface changes.
Results
The new management experience was launched in 2021 and contributed towards greater retention.
Features and Improvements
New Architecture
The most fundamental change to the UX was combining all of the subscription details into one definitive Billing experience. This made it easier for users to find their subscriptions, manage their payment methods, and download invoices.
Subscriptions
An essential improvement to the Billing panel was allowing users to manage their products in the same place. This meant creating a product agnostic user journey that would support the unique requirements of each product, while also ensuring the flows like upgrading, plan switching, and cancelation were fundamentally the same.
Payment Information
The payment experience not only had to support simple functions like editing and removing credit cards, but also more complicated financial services like ABN, VAT, GST, SEPA, and IBAN.
Cancelation
Redesigning the cancel experience also meant redesigning the churn survey. This was an excellent opportunity to partner with UXR, Content, Business, Product, Legal, and Customer Operations to create a dynamic question set that would provide Squarespace better insight into why customers were leaving.
Invoices
An often overlooked interaction, Invoices was surfaced higher in the sitemap to give freelancers and small businesses more visibility into their expenses.