💬 Copy + flow samples
Upgrade triggers
These appear when customers are trying to use a paid feature and need to upgrade in order to continue.
To decrease the drop-off rate and increase upgrades, we needed it to be clear why they were getting the message. Plus, give a solid recommendation on how to move forward.
The header changes depending on the upgrade trigger, but I kept the feature lists consistent by plan. This helped reduce the number of variables in the experiment.
Account cancellation flow
Customers who canceled their account gave feedback that it wasn’t clear what features they’d lose when downgrading their plan. When redesigning the flow, I wanted to set clear expectations of what will happen when you downgrade without making people feel like we were blocking them from canceling.
We also learned that people didn’t know invoice billing was an option, so we experimented with adding the ability to switch instead of canceling. These changes brought the cancellation rate down by reducing the number of users who turned off auto-renew.
