✅ 13.4% conversion rate (early bird) ✅ 93% of agents renewed their plan via the self-serve channel ✅ 87% of agents went for either the same package or for an upgraded one *Data from the first 16 days
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We came up with a robust recommendation engine tailors to the individuals to help make a more informed decision on their renewal - on their own. The exclusivity of this online feature gives USP needed to change the agents' behaviors.
Sr. Product Designer
Highly-personalized recommendations
My job was to design a self-serve platform allowing agents to manage their subscriptions independently.
Q3'21
Packages’ cards are designed for easy comparison, prioritizing key entitlements like listings and ad-credits, based on research showing these are most important to agents, while dataSense features are less emphasized.
Easy to compare
The power of self-service: Designing subscription renewals for property agents
Problem space: Property agents were unable to manage their subscriptions autonomously.
Key design principles & elements
They needed to rely on PG account managers every time they want to edit their current plan or renew it. On top of that, they also didn’t feel confident while making a purchase decision (which plan is better for me, how can I utilize my entitlements, etc.). Account managers spend a lot of time calling agents and discussing all available options for subscription renewals. This is a problem because for PG it means higher costs for serving so many agents manually. For agents, it means frustration caused by the inability to manage their subscription in a hassle-free way.
my linkedin
https://drive.google.com/file/d/1amx4zvnWw5A7IM8jSa0_EMc64PeSXaGR/view?usp=sharingAnna Blukacz
anna.maria.blukacz@gmail.com
my cv
https://www.linkedin.com/in/anna-blukacz-387b7886/Together with a PM, we started by creating a high-level journey map to gain a comprehensive understanding of the entire scenario. We also took the time to thoroughly review each package, generating ideas for prompts that best align with users’ motivations.
Flexible & transparent
Outcome
One paint point that agents struggle with while renewing their package offline is the lack of flexibility to set their preferred start date for a new package. The online experience allows them to adjust timelines to their needs, so they don't need to worry about losing their ad credits or waiting for new entitlements to arrive too long (the "early bird" case).