Improving Pointless Struggles Related to Renewals

Hello! I'd like to start by saying that this project was made this year (2024) under a company that I'm working with and I'm under NDA so I won't be sharing any company details, nor anything about the project, but I will share my process for this design.

We get a lot of customer feedback daily and that's one of the best things to have access to - honest feedback from real customers and users. Having access to this gives us ideas what needs fixing and what are trivial matters to our users. While reading a ton of feedback, I came across a specific problem that, to me, is very simple yet here are our users, struggling with it for years and nobody seems to have paid any attention to it. I've collected a few samples to share here and these are verbatim, except of course, I have redacted the name of the product to maintain confidentiality.

After collecting all those user feedback, I met with different teams internally to learn more information about how this problem came to be. I've also tested the website itself and found out that that's a real problem and our customer service team is getting tons of tickets everyday related to this issue.

With the claims backed up with facts, I've crafted designs showing the amount of renewal with a redesign of the pages as well. I thought, since I'm touching it already, why not give it an overall make over? Sounds just about right, right?

The team loved how it's looking! ✨ They wanted to say yes for this to move forward, unfortunately, with the limited resources like developers, testers, POs, and with no budget to prioritize this, I ended up receiving advice to work on the current web design - colors and all.

And here it is! Still a bit cleaner than the current site, as my teammates said, and they're finally looking at something that was based from the users' needs, and not just what was said by the higher ups in the business. They loved how it turned out, it was said in a call so I don't have screenshots of the exact feedback, but I'm proud of this work, and so are they!

I've zoomed in here to showcase the solution. It was simply a missing information and the customers had nowhere to look for it and their only way to get this information is by submitting a ticket. How cruel is that?

After getting praise from my teammates, it's time to share it with the leads and with the other departments who are also involved in this craze. Surely enough, they supported all these ideas and would be very happy to have it implemented, but as the company still has its limitations, we're parking this improvement in the backlog for future development.