Subscriptions have been around since the early 1800s, but with the digital age and the impact of the COVID pandemic, their popularity has skyrocketed. However, this surge has also created several pain points for users. Many people struggle to keep track of multiple subscriptions, and often forget to cancel services they only intended to use temporarily, resulting in ongoing charges. With an increasing number of services and entertainment platforms, users frequently become confused about their payments and find it challenging to manage their subscriptions effectively.
Challenges
User Overload:
Users struggle with keeping track of multiple subscriptions, often forgetting to cancel services they no longer need, leading to unwanted charges.Lack of Transparency:
Subscriptions often come with hidden fees or unclear renewal dates, making it difficult for users to fully understand their financial commitments.Fear of Long-Term Commitments:
Many users are hesitant to sign up for long-term subscriptions due to the perceived risk of unwanted renewals or the difficulty in canceling.
My Role
As the lead designer, my role was to tackle these pain points by crafting an intuitive and seamless solution. I was responsible for the entire design process—from user research to wireframing, prototyping, and ultimately delivering a polished user experience.
Research & Insights
User Interviews:
I conducted interviews with various users who had firsthand experience managing subscriptions. These conversations revealed common frustrations, such as confusion around renewal dates and unexpected charges.Competitive Analysis:
I analyzed existing subscription management platforms, identifying areas where they fell short—such as lack of transparency, complicated cancellation processes, and limited payment options.Key Findings:
Users want a simple interface to track all their subscriptions in one place.
They prefer automatic renewal for convenience but want the ability to easily turn it off.
Having clear, upfront information about payments and renewals is crucial to gaining trust.
Subscription Management Dashboard
Further insights
According to a survey by 2Checkout, customer support is the most crucial dealbreaker for consumers, with auto-renewals continuing to gain popularity in 2021—over half of respondents preferred automatic renewals.
The COVID-19 pandemic in 2020 significantly boosted the popularity of subscriptions. A study by GlobeNewswire found that 37% of respondents acquired more subscriptions, 51% maintained their current subscriptions, and only 13% chose to cancel some of their recurring services.
Shorter billing cycles in subscriptions are preferred more than annuals.
Quarterly and monthly billing were preferred over yearly payments – at 46% and 35% respectively, versus 19% annually – which could suggest a need for more control over spending, enhanced perhaps by the current uncertain times.
Key Learnings
The majority of users prefer auto-renewal for their subscriptions, valuing the convenience it offers.
When issues arise with subscriptions, subscribers typically rely on customer support to resolve problems or address pain points.
Subscriptions are often canceled when users no longer have a need for them.
Many people are hesitant about long-term subscriptions, fearing commitment.
Users appreciate having control over their subscriptions, allowing them to manage payments and cancel at any time.
Solution
The result was a sleek, minimalist design that enabled users to manage their subscriptions effortlessly. Key features included:
Personalized Dashboard:
Users could see an overview of all their active subscriptions in one place, along with key details like renewal dates and amounts due.One-Tap Management:
The app allowed users to modify subscription preferences, such as enabling/disabling auto-renewal, directly from the dashboard.Clear Notifications:
Users received notifications about upcoming renewals or changes in their subscriptions, preventing any surprise charges.Easy Cancellation:
A streamlined process made canceling subscriptions quick and hassle-free, reducing the frustration of being locked into unwanted services.
Impact (Assumption)
After launching the platform, users reported a significant improvement in their ability to manage subscriptions. Key outcomes included:
Reduced Unwanted Charges: Users were able to cancel subscriptions they no longer needed before being charged.
Increased User Satisfaction: A clear, transparent user interface led to higher trust and greater satisfaction among users.
Growth in User Base: With an easy-to-use system and seamless cancellation process, Subit gained a strong following in the subscription management market.
