Subscription UX
Subscription-related support tickets were piling up and most of those could've been resolved within the interface. Being within our Webflow+Memberstack setup, I redesigned the subscription page to give users more clarity about their subscriptions.
Note: Some screenshots in this case studies have been translated from Ukrainian to English for international portfolio presentation purposes.
My role
Timeline
Impact
Solo Product Designer
Q4 2024
-40% Support Tickets
Problem & Context
The Instapreneurs is a subscription-based learning platform for digital specialists that offers a range of lectures from SMM to Design that help users update their skills to become more employable (one lecture=one skill). Apart from Lectures Library, it has an embedded UGC Library with a separate subscription, but managed within one personal account.
Our support team experienced an increasing volume of basic subscription-related inquiries due to users being unable to find essential information and manage their subscriptions effectively through the interface of the personal account.
My role
As a sole Product Designer, I led the process of understanding the problem and finding a solution that would conform either to our two-product business model and to our technical limitations with a low-code stack Webflow+Memberstack.
Understanding the problem
I looked at the current "Plan" page in the Personal Account and identified key issues that might affect user experience:
- Inconsistent terminology between "Plans" and "Subscription"
- Multiple confusing buttons for subscription management
- Missing important details about subscription (dates, status)
- Poor information hierarchy
- Limited user guidance
However, due to a technical constrains, we use a third-party services for subscriptions which makes us unable to create more smooth experience for users - they still need to access Stripe panel to change a payment method or check billing.
Solution
In our first iteration, we sketched out a richer “My Subscription” page by testing a third-party solution on a free trial. Users could see their plan name, status, start & renewal dates, and all management actions lived in one place. However, after reviewing costs, we decided the integration wasn't sustainable.
In our second iteration, after deciding not to purchase the paid extension, I focused purely on clarity and consistency. I renamed the page "My Subscription", unified terminology across the interface and rewrote the cancel buttons to explicitly say "Cancel Plan - Lecture Library" and "Cancel Plan - UGC". All subscription controls now sit together under "Advanced Settings", with a single "Upgrade" action below. Finally, I added a clear "Contact support team" link for corporate subscriptions.
Outcome
- Terminology unified across the interface for zero confusion
- "Where's my renewal date?" and "How do I cancel?" tickets fell by 40%
- The streamlined flow saved ~2 hours/week of support time
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