Improve subscription collection by $3M/month
Overview
Today, the Stash Platform selects the best available payment method from which to collect a subscription fee on a per-collection basis, which means the user’s fee payment method may be different each billing cycle.
This creates a confusing and unpredictable experience for customers and makes it more challenging for Stash to provide fee collection transparency in the UX.
With this initiative, we’ll improve fee collection transparency and predictability by giving users the ability to select a “preferred payment method,”that we’ll always try to collect from first.
User problem
Who is impacted by this? All Subscribers
What are their pain points? Lack of transparency and predictability around subscription fee payment methods.
Opportunity & impact
What is the opportunity if we solve this problem?
Ease of use and greater transparency for customers
Decreased support calls related to subscription fee collections
Increase in subscription fee collection success rate
Outcome
An uptick of up to 47.03% of PPM usage in the first month, increasing our subscription fee collection.
A selection of screens
Entry points to preferred payment method
Manually set up your preferred payment method
Enter or replace your credit or debit card preferred payment method
Change payment method
Next steps
Usability exploration into the drop-offs
User interviews
Content and UX audits and reviews