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From YouTube: UX Scorecard: Upgrade account on GitLab.com
Description
The video walkthrough of the current experience for upgrading from one paid plan to a higher one on GitLab.com.
UX scorecard issue: https://gitlab.com/gitlab-org/gitlab-design/-/issues/947
Presentation slides: https://docs.google.com/presentation/d/1oishk3g13zsNkppmdRRHZnX0__KX9M38-F8ZUJrAeuY/edit#slide=id.g75f3c57940_0_34
User journey map on Mural: https://app.mural.co/t/gitlab2474/m/gitlab2474/1583999193086/d0472f41653250020f81edf540c2afc88d2d51bb
Grading rubric: https://about.gitlab.com/handbook/engineering/ux/ux-scorecards/#grading-rubric
A
Hello,
my
name
is
Pat.
I
am
a
senior
product
designer
for
crop
here
at
Key
Club
today,
I
am
video
documenting
the
experience
of
upgrading
and
accounts
to
a
higher
plan
on
github.com
I'm,
specifically
looking
at
upgrades
from
one
page
plan
to
another
one,
and
this
is
a
part
of
Dux
core
card
work.
It's
not
well
established
it
lab,
but
to
quickly
recap
what
the
elec
scorecard
is.
It's
a
way
for
designers
like
a
holistic
approach
to
improving
experience,
and
that's
we
do
that
in
three
steps.
A
First,
we
identify
the
persona
and
the
job
to
be
done.
So
what
who
is
the
user
and
what
is
their
desired
outcome?
Then
we
map
the
current
users
journey
map.
So
what
is
the
process
to
get
to
that
desired
outcome
today,
and
then
we
create
the
experience
and
establish
a
baseline
based
on
our
grading
rubric,
which
we
then
later
revisit
in
the
next
quarter.
A
My
team
needs
a
feature
from
a
higher
plan
than
are
currently
paid.
One
I
want
to
quickly
and
easily
upgrade
to
that
plan
so
that
they
can
benefit
from
it
as
soon
as
possible.
I
also
mapped
the
current
user
journey
with
all
the
screenshots
and
all
the
interactions
that
are
required
to
upgrade
to
hire
plan
on
be
calm
and,
let's,
let's
go
through
this
journey.
A
So
I'm
grading
to
a
higher
plan
or
purchasing
a
plan
or
a
subscription
is
something
that
you
do
every
now
and
then
not
that
often,
so
that's
assumed
that
if
the
user
doesn't
really
remember
how
to
do
it
or
where
to
start
so
what
what
would
I
do
in
that
case,
most
probably
I
would
try
to
find
something
that
looks
similar
to
what
I'm
looking
for
in
the
user
drop-down
menu.
So
maybe
it's
a
profile,
but
this
just
actually
shows
me
my
profile
and
my
activity,
my
personal
profile,
maybe
it's
under
the
settings.
A
A
Okay,
but
I'm
quite
sure
that
I
use
a
paid
plan
on
one
of
our
groups,
so
this
this
is
confusing.
It
looks
like
the
thing
that
I'm
looking
for,
but
it
not
not
exactly
the
thing
like
I'm
looking
for
again
metallic
chain
free
again
the
statistics
and
it
says,
manage
here.
So
let's
try
that
and
see
where
it
takes
us.
A
Okay
and
wants
us
to
authenticate
with
the
github
customers
portal
so
again
at
this
step,
because
this
is
not
something
that
the
user
does
very
often.
Will
they
remember
their
authentication
credentials?
Will
they
even
remember
if
they
already
have
an
account
for
it?
They
probably
do
if
they
already
have
a
paid
plan
on
get
calm,
but
we
need
to
consider
all
these
things
in
this
journey,
so
I
have
the
option
to
either
sign
in
or
register
and
I
also
have
the
option
to
sign
in
with
gitlab.
A
Let's
try
this
okay,
it
works
because
I
already
registered
for
the
customers
portal.
It's
a
bit
misleading
this
step
because
saying
signing
in
would
get
lipstick
just
that
if
I
haven't
get
love.com
account,
I
will
be
able
to
sign
in
with
it
directly,
but
it
the
first
time
you
do
it.
You
actually
need
to
go
and
register
first
and
the
tricky
part
is
you
need
to
register
with
the
exact
email
address
that
you're
using
on
gitlab
comm.
Otherwise,
the
whole
thing
will
not
work.
A
A
Okay,
so
this
is
yeah.
We
only
have
one
group.
We
have
the
silver
plan
on
it,
so
this
is,
but
with
the
group
that
I'm
looking
for
the
subscription
subscription
that
I'm
looking
for,
but
what,
if
I,
had
ten
groups
or
ten
subscriptions
for
ten
groups,
it
doesn't
really
say
to
which
group
this
plan
is
linked.
Basically,
I
don't
have
to
change
in
group
option.
Let's
see
what
it
does
quickly.
A
So
their
plan
subscription
is
for
plan
tests.
Okay,
so
that's
the
name
of
the
group,
yes,
that
I'm
using,
but
this
this
is
too
much
this
we're
asking
too
much
from
users
to
just
be
able
to
see
what
group
the
subscription
is
linked
to.
We
should
already
state
that
small
here,
so,
if
I
had
more
than
one
group,
even
yeah,
even
just
more
than
one
group
I,
would
need
some
time
to
to
figure
out,
which
is
the
one
that
I
want
to
upgrade.
Basically,
but
I
do
have
the
nice
blue
CTA
upgrade
here.
A
So
let's
try
that
okay,
it
takes
with
what
looks
like
a
checkout
page.
This
is
a
bit
strange.
This
is
not
something
that
I
noticed
before
and
I
went
through
these
flows
a
couple
of
times.
Maybe
it's
the
fact
that
I'm
actually
on
the
staging
get
lab
calm,
but
the
UI
looks
a
bit
broken
here.
This
texts
look
too
large.
The
title
has
no
spacing
around
it
and
this
as
well.
It
just
looks
a
bit
strange,
but
anyway,
group
level
name
can
test
okay,
others.
A
The
group
current
plan
silver
concedes
one
expiry
date,
so
this
is
interesting
what,
if
I
wanted
to
add
more
seats
at
this
step?
Why
am
I
not
able
to
do
that?
But
let's
leave
that
for
another
day
and
let's
complete
our
purchase
here.
So
yes,
we're
upgrading
to
the
cold
plan,
its
price,
subtotal.
Okay,
we
have
already
our
credit
card
information
stored
in
because
we
already
have
a
paid
plan,
so
I
just
need
to
accept
conditions
and
confirm
the
purchase.
A
Okay,
it
seems
congratulation
you
just
spray
the
plant
test
to
the
cold
pan,
so
that's
the
name
of
the
group
I
can
see
what
the
cold
my
features
are.
I
can
go
back
to
managing
subscriptions
or
I
can
go
to
comm.
I
would
just
like
to
see
at
this
step.
I
would
like
to
see
my
group
that
I
upgraded
to
a
higher
plan
just
to
be
reassured
that
actually
was
upgraded
so
because
this
is
actually
the
namespace
billing
page
I
will
actually
see.
There's
no
change.
It's
still
on
the
free
plan.
A
I
will
actually
need
to
navigate
to
that
group
settings
link
and
yes,
here
I
can
see
if
a
test
is
currently
using.
The
poll
plan
and
I
noticed
something
earlier
when
I
was
going
through
this
flow,
it's
not
there
now
because
I'm
on
the
highest
plan,
which
is
cold,
but
when
I
was
on
the
silver
plan.
We
did
have
the
upgrade
button
here
which
linked
straight
into
the
upgrade
flow,
and
it's
basically
just
a
shortcut,
but
the
problem
is
that
you
need
to
find
it
to
shorten
your
flow
of
upgrading
a
plan
on
comm.
A
So
this
is
pretty
much
it
now.
I'm
reassured
I
have
the
gold
plan.
Let's
take
a
look
at
our
findings.
So
again,
the
main
problem,
or
one
of
the
main
problems
is
the
authentication
because
we
need
at
the
user,
needs
to
authenticate
with
the
customers
portal,
and
this
is
not
something
they
use.
Often
so
will
they
remember
their
credentials?
Will
they
remember
if
they
even
have
an
account?
Will
they
have
problem
signing
in?
A
There
are
other
problems
with
registration
and
signing
in
as
I
mentioned,
which
is
the
fact
that
the
email
needs
to
match
exactly
then.
The
other
thing
is,
there
are
basic,
no
signifiers
anywhere
in
our
UI,
where
we
would
say
we
would
tell
the
user.
This
group
is
on
plan
X
right.
So
in
my
case,
in
this
particular
case,
let's
say
that
I'm
on
the
group
overview
page
there's
nothing
here.
A
That
would
say
this
group
is
on
a
silver
plan,
as
it
was
before
now
it's
on
on
gold,
and
the
other
thing
is
also
it's
which
is
our
final
point
point.
It
takes
so
long
to
complete
this
flow,
or
it's
not
that
long,
but
it's
unnecessarily
too
long
for
such
a
simple
flow,
which
is
a
typical
purchase
flow.
It
takes
so
long
to
complete
it
because
the
pendant
pages
are
kind
of
buried
somewhere.
A
A
Now,
the
final
step
is
to
create
experience
and
I
decided
to
braid
it
with
C,
which
matches
to
be
average
complexity.
That's
good
completion
is
successful,
but
with
unnecessary
steps,
frustration,
medium,
I,
guess
it
depends
on
how
familiar
the
user
is
with
the
kidnap,
purchase
flow
or
the
upgrade
flow.
How
familiar
they
are
with
the
customer
portal,
and
will
they
remember
their
authentication
credentials
and
the
description
of
these
varieties?
Workflow
needs
improvement,
but
user
can
still
finish
completing
the
task.
A
We
now
have
a
baseline
rate
to
work
from
next
step
is
to
write
down
all
the
possible
improvements
in
a
separate
issue
and
then
revisit
the
experience
in
the
next
quarter
go
to
the
flow
again
and
risk
all
the
experience
it
seems
like
there's.
There
are
significant
improvements
here
to
be
made,
so
definitely
stay
tuned
and,
as
always,
I
will
add
relevant
links
to
the
description
of
this
video
and
I'd
love
to
hear
your
comments
and
ideas,
thanks
for
watching.