Self-Serve Subscription Upgrade
Identified a key business problem: customers could not upgrade their plan in-platform. Designed and delivered a self-serve subscription upgrade flow, removing the barrier and directly increasing overall product sales.
The Problem & User Research
Customers wanting to upgrade their Workplace Insight subscription had no way to do so from within the product. Upgrades required contacting the sales team, creating friction in the purchase journey and causing drop-off at a critical conversion point. The business was losing revenue from customers who were ready to upgrade but weren't willing to navigate a manual sales process.
Product Strategy & Approach
I identified this barrier through customer feedback analysis and conversations with the sales team, who reported prospects frequently asking about self-serve options. I defined the requirements for an in-product upgrade flow — covering plan comparison, billing integration, and confirmation. I prioritised the feature and worked with engineering and QA to deliver it iteratively, validating each stage with internal stakeholders before launch.
Outcome & Impact
The self-serve subscription upgrade flow removed a key barrier to purchase and directly increased overall product sales, contributing to a 10% increase in upgrades. Customers could now upgrade on their own terms, at any time, without requiring sales involvement. The feature also reduced the load on the sales team, freeing them to focus on new business rather than managing existing account upgrades.