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From YouTube: UX scorecard: Upgrade my account (self-hosted)
Description
The video walkthrough of the current experience for upgrading from one paid tier to a higher one.
UX scorecard issue: https://gitlab.com/gitlab-org/growth/product/issues/113
Slides: https://docs.google.com/presentation/d/110mLOUALP4PoX2zgaRKWOQf_f6TrgXzaYFfctCdTfvw/edit?usp=sharing
User journey map in Mural: https://app.mural.co/t/gitlab2474/m/gitlab2474/1575968352869/ec72377974e4edd98799b6f475b24737b1a6fad1
UX scorecard handbook page with the grading rubric: https://about.gitlab.com/handbook/engineering/ux/ux-scorecards/#grading-rubric
A
Hello,
my
name
is
birthday:
I'm,
a
senior
product
designer
for
growth
here
at
kid
lab
today,
I'm
video
documenting
the
experience
of
upgrading
an
account
to
a
higher
tier
on
a
self-hosted
lab
instance
and
I'm,
specifically
looking
at
upgrades
from
one
page
year
to
another
one.
This
is
a
part
of
the
UX
scorecard
work.
That's
now
well
established
at
git
lab
just
to
quickly
summarize
what
the
UX
scorecard
is.
A
It's
basically
a
way
for
our
designers
to
take
a
holistic
approach
to
improving
an
experience,
and
we
do
that
in
three
main
steps,
so
the
first
one
is
to
find
out
who
the
user
is
and
what
their
desired
outcome
is
to
do
that
we
define
a
persona
and
a
job
to
be
done,
which
follows
the
framework
of
when
I
want
to
so
I.
Can
then
the
next
step
is
to
map
the
users
journey
towards
their
desired
outcome.
A
So
we
look
at
the
activities,
their
interactions
and
what
are
the
pain
points
in
their
journey
and
finally,
based
on
all
of
that
work,
we
crave
the
experience.
We
basically
establish
a
baseline
experience
rating
based
on
the
grading
rubric
that
we
have
in
place,
and
this
this
is
the
rating
that
will
later
try
to
improve
with
recommendations.
A
So
with
that
being
clear,
let's
dive
straight
in
so
I
already
defined
the
persona
which
I
believe
has
the
main
role
in
the
process
of
upgrading
the
account
to
a
higher
tier
and,
in
this
case,
I
believe
it's
either
an
instance
admin
or
just
a
buyer
persona.
So
somebody
who
has
access
to
my
payment
method
that
is
being
used
to
pay
for
the
collab
subscription
and
this.
A
If
we
try
to
align
this
to
any
of
the
personas
that
we
have
documented
in
gitlab,
this
could
be
either
an
engineering
manager,
development
lead
a
VP
of
engineering,
whoever
and
the
job
to
be
done.
That
I
came
up
with,
for
this
case
is
when
I
realized
that
my
team
needs
a
feature
from
a
higher
higher
tier
than
our
current
paid.
One
I
want
to
quickly
and
easily
upgrade
to
that
tier
so
that
they
can
benefit
from
it
as
soon
as
possible.
I
also
already
mapped
the
journey
to
complete
this
goal.
A
To
upgrade,
I
saw
four
oxidant
instance
to
a
higher
paid
tier
and,
as
you
can
see,
it's
quite
a
lot
of
steps.
So
I
recommend
we
just
go
straight
in
I:
walk
on
walk
you
through
the
experience
as
it
is
and
I
imagine.
Someone
would
want
to
upgrade
to
a
higher
tier
would
probably
start
on
the
homepage
of
their
self
hosted
instance,
and
they
would
try
to
find
information
of
how
to
upgrade
their
instance
to
a
higher
tier.
So
let's
say
I
start
I
start
here.
A
I
want
to
see
if
there
are
any
profile
or
account
information
pages
that
I
can
access
and
see
what
my
current
here
is
and
if
there's
an
option
to
upgrade
and
I,
don't
see
anything,
that's
particularly
seems
interesting.
So
I'll
just
try
going
to
the
profile
page-
maybe
it's
here,
but
it's
actually
just
my
personal
profile
page
with
all
the
activity
that.
B
A
Okay,
this
seems
like
it's.
My
personal
user,
slash
profile
settings
but
I
do
see
that
there's
a
page
called
account
here,
so
maybe
that's
it.
Okay
now
can
its
two-factor
authentication
changes
and
until
it
account
it's
again
just
for
my
personal
account,
there's
no
overview
or
anything.
That
would
show
me
what
what
my
account
basically
is.
What
what
is
the
theater
I'm
on?
A
This
is
like
an
overview
of
my
instance,
but
there's
nothing
that
would
say
anything
about
my
tier
my
subscription,
maybe
if
I
go
to
the
license
page
so
who
is
it
licensed
to
the
details?
Okay,
there,
it
is.
The
plan
is
the
starter
plan,
and
this
is
how
long
yeah,
when
it
expires,
I,
can
download
the
license.
I
can
remove
the
license.
I
have
the
information
about
the
users
as
well
and
the
license
history.
A
B
A
A
B
A
A
Starts
one
you
know
this
is
actually
just
or
renewing.
I
need
to
upgrade
there's
an
odd,
more
seat
button,
but
maybe,
if
I
just
tried
this
doctor
one
year,
I
can
add
more
seats.
Okay,
looking
to
upgrade
verified,
more
support
on
models
features.
Yes,
this
is
what
I'm
looking
for.
Is
your
pricing
page
for
details?
Contact
us
okay,
so
I
can't
actually
do
this
by
myself.
I
need
to
contact
support,
I!
Guess:
let's
try
contact
sales?
Okay,
oh.
B
B
B
A
A
Okay,
I
guess
I
need
to
check
this
one,
so
I
won't
actually
send
this
form
right
now,
because
it
would
actually
go
to
sales
and
I
can't
really
assume
the
process
as
it
goes
from
here
on,
but
I
looked
into
it
and
the
way
it
goes.
Is
the
sales
received
these
this
email,
this
message
about
someone
wanting
to
upgrade:
they
get
back
in
touch
with
the
customer.
They
ask
them
for
the
correct
numbers
about
three
active
users:
users
and
license
users
over
licensed,
so
that
they
can
prepare
a
new
one.
A
A
A
A
So
that's
actually
quite
a
long
process
with
a
bit
of
manual
work
on
both
sides
and
if
I
summarize,
my
findings
in
just
a
couple
of
points.
By
doing
the
user
journey
map
I
found
out
that
it
takes
our
users
or
customers
65
interactions
to
upgrade
if
they
don't
know
that
they
need
to
contact
sales.
So
this
is
the
the
workflow
that
I
just
went
to
I
didn't
know
that
I
needed
to
contact
sales
I
needed
to
find
out.
A
So
that's
quite
a
high
number
if
I
do
know
that
I
need
to
contact
sales,
it's
still
a
relatively
high
number
because
it
takes
me
29
actions.
What
are
the
actions?
The
actions
are
all
the
yellow,
post-it
notes
here
on
this
journey
map
and
I
need
to
actually
can
be
filling
in
an
input
field
in
a
form
clicking
on
a
link
landing
on
any
page.
A
There
are
no
signifiers
in
our
UI.
That
would
say
need
to
upgrade
here's
how
you
do
it
or
just
an
upgrade
button
where
they
see
their
information
about
their
current
license,
subscription
or
whatever.
So
because
of
that,
the
customer
needs
to
go
and
look
for
all
this
information,
which
means
that
you
know
they
are
wasting
their
time.
They
should
be
working
on
something
more
important
but
they're
looking
for
information
on
how
they
can
upgrade
their
it.
A
Lat
instance,
and
even
the
contact
sales
page
is
quite
hard
to
find
I
had
to
go
to
the
subscription
manager
app,
which
is
outside
of
the
main,
get
lab
app,
and
there
wasn't
a
button
that
would
say
or
a
link.
That
would
say
you
want
to
upgrade
or
anything
like
that.
So
I
made
a
guess
that
if
I
clicked
here,
that
I
would
find
some
information
about
upgrading
and
in
this
case
it
worked
out.
But
you
know
it
should
be
a
bit
clearer
than
that.
A
So
these
are
the
main
conclusions
of
this
scorecard
work.
So
the
last
thing
that
remains
to
be
done
is
to
create
the
experience
based
on
our
grading
rubric
and
okay.
This
is
not
styled
should
be
like
that.
So
I
rated,
this
experience,
c-minus
and
that's
mostly
because
I
see
it
as
average
too
high
complexity
process
that
the
user
needs
to
go
through.
The
steps
to
complete
the
task
are
excessive
and
the
frustration
is
medium
to
high.
A
So
if
we
look
at
the
descriptions
of
our
grades
in
the
grading
rubric,
we
see
that
it's
exactly
somewhere
between
IC
and
a
D.
That's
why
I
decided
to
score
it
with
a
c-minus.
So
this
is
it
for
walking
through
the
current
flow
of
upgrading
and
accounts
to
a
higher
tier.
We
now
have
a
baseline
grade
that
we
can
work
from
when
we
try
to
improve
that
in
the
next
couple
of
months.
The
next
step
is
actually
to
write
down
possible
improvements
in
a
separate
issue
and
then
revisit
this
experience
in
the
next
quarter.
A
Go
through
the
flow
again
and
risk
or
the
experience
it
seems
like
there's
a
lot
to
improve
in
this
particular
case,
so
stay
tuned,
I
added
all
the
relevant
links
to
the
descriptions
of
the
video
so
feel
free
to
share
your
thoughts
and
ideas
in
the
issues
that
I
and
yeah.
That's
it
for
now,
thanks
for
watching.