Choose Your Plan
Background
Property owner and managers have plan types to choose from when listing their property to rent. The main two we focused on were an annual subscription (PPS) and pay-per-booking (PPB). The current experience gave a limited time window to switch between types and wasn’t until after the listing was expired/offline. Users were understandably calling in confused and frustrated that they weren't able to self-serve. The product manager's main business goal was to drive PPB adoption while also standardizing offerings and timing/eligibility. After digging in and mapping out flows, we realized the experience was very inconsistent and the scope and complexity of the project was more than initially thought.
- Created banner messaging with soft push to PPB for 6 flows; 3 shown above for subscription users
- 1 – Manual subscription renewal; user has to take action or will be taken offline/delisted
- 2 – Auto renewal; no risk of being delisted
- 3 – Expired and are now delisted
- Challenges with content and policy came in modal after selecting to switch from PPS to PPB
- Policy was initially to not let users go back to PPS after switching to PPB
- Many content iterations but stakeholders were worried that we were either disclosing too much or not enough
- The product manager wanted us to leave this out as they were worried that this would stifle PPB adoption and that was their main KPI. I kept a strong stance that this was deceptive, a dark pattern, and could lead to customer distrust. Usually when you try something new, you have the option to opt out if you don’t like it!
- Design management got involved, agreed the policy was an issue and content needed to disclose the policy if it was going to be kept
- Policy was ultimately changed to allow users to switch back to a subscription up to 30 days after moving to PPB, this meant more content/design updates
- How would user do this?
- What would the page look like when they went back to it?
- Added self serve functionality to the page and modal. There were plans to overhaul this entire table in near future so we were limited to this solution.