Hey everyone! Hope you guys are doing well.āØ
I wanted to share a small moment I experienced while auditing a SaaS product because it completely changed the way I think about UX.
āØ
A little context about the product ā the platform allows users to network, post their work and discover opportunities.āØ
During my product walkthrough, I wanted to understand how the posting experience worked. So I clicked on Post, filled in the title, description, attached media and got everything ready to publish.āØ
Thatās when I found out that posting required a "paid membership".āØ
Honestly, this completely caught me off guard. Until that moment, I had assumed posting would be free. Although, the website prompted me to upgrade multiple times even before signing up but those prompts were skippable and never clearly communicated that posting required a paid membership.
I could browse the platform, sign up, like posts, follow people and explore different sections without paying, so naturally I expected publishing to work the same way.āØ
My first reaction was like:
āWait⦠did I miss something?ā
I went back through the website to check whether it mentioned anywhere that posting or accessing important features required a paid membership.
I couldnāt find anything.āØ
Then another thought crossed my mind:
āWho makes posting a paid feature?ā
At first, I thought the business model itself was the problem. But then I stopped myself and asked, who am I to decide how the product should make money?
There could be completely valid reasons behind it like maintaining a high quality community, encouraging serious creators or supporting the business in ways I donāt know.āØ
Thatās when I realised something important. The real problem wasnāt that posting required a membership. The real problem was that I only discovered it after spending time preparing my post.āØ
That moment completely changed my perspective. As designers, our job isnāt to decide whether a business decision is right or wrong.āØOur job is to understand both user goals and business goals, identify where expectations break down, and design experiences that communicate those expectations clearly.
That small mindset shift changed the direction of my entire case study.
Iām curious to hear your thoughts.āØ
Have you ever experienced a paywall that completely caught you off guard? How did it make you feel?