Subscriber Experience
DubClub
DubClub is a B2B2C platform that provides business solutions and analytics to DubClub Partners as a way to help them convert potential Subscribers.
The MVP Subscriber experience with DubClub is 4 main use cases. Recommending a Capper, Capper Profiles & Play Feeds, Receiving a free Play, and successfully subscribing.
UX Design
Visual Design
Content Writing
The Problem
The Subscriber's experience faced issues with the check-out process. Friction with language, comprehension of what product package they are purchasing, how customers receive and access their product content.
The Opportunity
Providing explicit purchase options, sub-copy with prices (weekly + duration total) in combination with revealing prices prior to creating an account helped removed barriers to potential customers
Confirmation modal variant:
When "all Subscription" clicked to reveal duration, cost, and breakdown
Subscribe Options:
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Subscribe Auto-Selection for 1-Week (Low-lift/low-commitment)
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Follow (Instead of Subscribe) with 1 Free Play
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All Subscription Options Dropdown
Confirmation modal variant:
When there is no "Free Play" option from Capper Profile
Confirmation modal variant:
When "Free Play" was selected as the check-out option
Improving the subscription checkout process for Web
Providing clear options for the weekly, monthly or yearly selections.
Ability for subscribers to update their subscription package.
An MVP feature for "free play" for potential subscribers to get a sample of how DubClub Partner's products and packages operate, some of their success, and what they are subscribing to.
Sprint 1:
I created user flow maps of the core Check-out flows and avenues that potential Subscriber's could go down
Main Goal: Convert Potential Subscriber to Subscriber
Secondary Goal: Drive them to the "Plays App" (where Subscriber's receive the content they have subscribed to)
Plays App was in MVP state - A singular screen. I mapped out the future App Architecture for documentation and development
App Architecture & Roadmapping
Defining the sitemap for iOS & AND with flows, components, user actions, page tiers help bring clarity and alignment.
Business Analyst helped articulate prioritized features that are to be implemented in a "Now, Next, Later" framework, which helped bring this holistic ecosystem. (web, native apps)
Why It Matters
These new user flows made it apparent to the CEO, Engineering, and Business what key moments were missing from the current experience and how we can better capitalize on intentional areas to help drive potential subscribers to conversion.
Upgrading Your Subscribtion: Data showed customers on average had to call DubClub's Contact Us in (or DubClub Partner's) in order to upgrade their subscription selection. By defining these flows and providing clear CTA's, I was able to reduce Customer Service Calls while simultaneously increasing the on average subscription revenue.
Find the right players. Make the right plays.
Cash.
