Year: 2022 - 2023
Building Perkbox’s self-serve renewal from zero-to-one
How I led the design of Self-Serve renewal, automating the process and boosting our Annual Client Value (ACV) by 10%.
Year: 2022 - 2023
Building Perkbox’s self-serve renewal from zero-to-one
How I led the design of Self-Serve renewal, automating the process and boosting our Annual Client Value (ACV) by 10%.
Year: 2022 - 2023
Building Perkbox’s self-serve renewal from zero-to-one
How I led the design of Self-Serve renewal, automating the process and boosting our Annual Client Value (ACV) by 10%.
As a result
60%
Clients utilising the self-serve renewal
60%
Clients utilising the self-serve renewal
60%
Clients utilising the self-serve renewal
60%
Clients utilising the self-serve renewal
+10%
Annual Client Value
+10%
Annual Client Value
+10%
Annual Client Value
+10%
Annual Client Value
4x
Faster renewal process
4x
Faster renewal process
4x
Faster renewal process
4x
Faster renewal process
My role
As Design Lead, I owned the product strategy and hands-on design work — from early discovery through launch.
— Delivered end-to-end design — from discovery and hands-on craft to final design QA.
— Crafted a holistic design vision that shaped our product strategy.
— Organised and led 5+ research sessions and user tests.
— Facilitated workshops and led system mapping sessions.
— Provided guidance to talented Mid Designer Miriam Khenissi during final user testing, polish, and cancellation flow design.
My role
As Design Lead, I owned the product strategy and hands-on design work — from early discovery through launch.
— Delivered end-to-end design — from discovery and hands-on craft to final design QA.
— Crafted a holistic design vision that shaped our product strategy.
— Organised and led 5+ research sessions and user tests.
— Facilitated workshops and led system mapping sessions.
— Provided guidance to talented Mid Designer Miriam Khenissi during final user testing, polish, and cancellation flow design.
My role
As Design Lead, I owned the product strategy and hands-on design work — from early discovery through launch.
— Delivered end-to-end design — from discovery and hands-on craft to final design QA.
— Crafted a holistic design vision that shaped our product strategy.
— Organised and led 5+ research sessions and user tests.
— Facilitated workshops and led system mapping sessions.
— Provided guidance to talented Mid Designer Miriam Khenissi during final user testing, polish, and cancellation flow design.
My role
As Design Lead, I owned the product strategy and hands-on design work — from early discovery through launch.
— Delivered end-to-end design — from discovery and hands-on craft to final design QA.
— Crafted a holistic design vision that shaped our product strategy.
— Organised and led 5+ research sessions and user tests.
— Facilitated workshops and led system mapping sessions.
— Provided guidance to talented Mid Designer Miriam Khenissi during final user testing, polish, and cancellation flow design.
Collaboration
The project spanned 3 teams and involved around 30 people, including key stakeholders such as the CPO and COO.
DRIVERS
Design Lead ← 👋 Me
Product Manager
Engineering Manager
Mid Product Designer (later)
CONTRIBUTORS
Software Engineers x 7
STAKEHOLDERS INVOLVED
COO
Account Managers x 2
CPO
Head of Product Marketing
Director of Product
Collaboration
The project spanned 3 teams and involved around 30 people, including key stakeholders such as the CPO and COO.
DRIVERS
Design Lead ← 👋 Me
Product Manager
Engineering Manager
Mid Product Designer (later)
CONTRIBUTORS
Software Engineers x 7
STAKEHOLDERS INVOLVED
COO
Account Managers x 2
CPO
Head of Product Marketing
Director of Product
Collaboration
The project spanned 3 teams and involved around 30 people, including key stakeholders such as the CPO and COO.
DRIVERS
Design Lead ← 👋 Me
Product Manager
Engineering Manager
Mid Product Designer (later)
CONTRIBUTORS
Software Engineers x 7
STAKEHOLDERS INVOLVED
COO
Account Managers x 2
CPO
Head of Product Marketing
Director of Product
Collaboration
The project spanned 3 teams and involved around 30 people, including key stakeholders such as the CPO and COO.
DRIVERS
Design Lead ← 👋 Me
Product Manager
Engineering Manager
Mid Product Designer (later)
CONTRIBUTORS
Software Engineers x 7
STAKEHOLDERS INVOLVED
COO
Account Managers x 2
CPO
Head of Product Marketing
Director of Product
01. Context
01. Context
01. Context
01. Context
What is Perkbox
Perkbox is a B2B2C employee benefits platform.
Best known for its wide range of discounts and perks.
Flexi points let companies reward employees with points they can spend on perks of their choice.
Revenue comes from per-seat subscriptions, margins on partner deals, and additional paid services.
The platform’s direct clients are the HR teams.
What is Perkbox
Perkbox is a B2B2C employee benefits platform.
Best known for its wide range of discounts and perks.
Flexi points let companies reward employees with points they can spend on perks of their choice.
Revenue comes from per-seat subscriptions, margins on partner deals, and additional paid services.
The platform’s direct clients are the HR teams.
What is Perkbox
Perkbox is a B2B2C employee benefits platform.
Best known for its wide range of discounts and perks.
Flexi points let companies reward employees with points they can spend on perks of their choice.
Revenue comes from per-seat subscriptions, margins on partner deals, and additional paid services.
The platform’s direct clients are the HR teams.
What is Perkbox
Perkbox is a B2B2C employee benefits platform.
Best known for its wide range of discounts and perks.
Flexi points let companies reward employees with points they can spend on perks of their choice.
Revenue comes from per-seat subscriptions, margins on partner deals, and additional paid services.
The platform’s direct clients are the HR teams.
The problem
Manual renewals were no longer effective...
As Perkbox grew its client base managing client plan renewal process manually has become increasingly difficult.
This caused huge operational issues and massive retention decrease.
The problem
Manual renewals were no longer effective...
As Perkbox grew its client base managing client plan renewal process manually has become increasingly difficult.
This caused huge operational issues and massive retention decrease.
The problem
Manual renewals were no longer effective...
As Perkbox grew its client base managing client plan renewal process manually has become increasingly difficult.
This caused huge operational issues and massive retention decrease.
The problem
Manual renewals were no longer effective...
As Perkbox grew its client base managing client plan renewal process manually has become increasingly difficult.
This caused huge operational issues and massive retention decrease.
CLIENT PROBLEM
Overall long and overwhelming process
The process could take 1-2 months.
Unclear pricing and poor communication
Account management team was overloaded
CLIENT PROBLEM
Overall long and overwhelming process
The process could take 1-2 months.
Unclear pricing and poor communication
Account management team was overloaded
CLIENT PROBLEM
Overall long and overwhelming process
The process could take 1-2 months.
Unclear pricing and poor communication
Account management team was overloaded
CLIENT PROBLEM
Overall long and overwhelming process
The process could take 1-2 months.
Unclear pricing and poor communication
Account management team was overloaded
PERKBOX PROBLEM
Client churn
Some clients were not renewing and dropping off at that stage.
Unclear pricing and poor communication
Contract adjustments were handled manually as well.
PERKBOX PROBLEM
Client churn
Some clients were not renewing and dropping off at that stage.
Unclear pricing and poor communication
Contract adjustments were handled manually as well.
PERKBOX PROBLEM
Client churn
Some clients were not renewing and dropping off at that stage.
Unclear pricing and poor communication
Contract adjustments were handled manually as well.
PERKBOX PROBLEM
Client churn
Some clients were not renewing and dropping off at that stage.
Unclear pricing and poor communication
Contract adjustments were handled manually as well.
Research and initial analysis
What did we have before?
I led the research that identified three key stages in the user journey.
Through a combination of user research, data analysis, and collaboration with Account Managers, PM and I uncovered the specific challenges at each stage.
Research and initial analysis
What did we have before?
I led the research that identified three key stages in the user journey.
Through a combination of user research, data analysis, and collaboration with Account Managers, PM and I uncovered the specific challenges at each stage.
Research and initial analysis
What did we have before?
I led the research that identified three key stages in the user journey.
Through a combination of user research, data analysis, and collaboration with Account Managers, PM and I uncovered the specific challenges at each stage.
Research and initial analysis
What did we have before?
I led the research that identified three key stages in the user journey.
Through a combination of user research, data analysis, and collaboration with Account Managers, PM and I uncovered the specific challenges at each stage.
Awareness
Gets informed about upcoming renewal date
There is no automated system notification for upcoming renewals; users rely on manual communication from Account Managers.
Value estimation
Decides whether to renew or cancel their subscription
No easy way to quickly evaluate Perkbox’s ROI, making renewal decisions harder. No cancellation flow to retain clients.
Fixing terms
Finalises contract terms
No self-serve option to adjust contract length, terms or pricing—requires manual negotiation.
STAGE
EVENT
PAIN
POINT
Awareness
Gets informed about upcoming renewal date
There is no automated system notification for upcoming renewals; users rely on manual communication from Account Managers.
Value estimation
Decides whether to renew or cancel their subscription
No easy way to quickly evaluate Perkbox’s ROI, making renewal decisions harder. No cancellation flow to retain clients.
Fixing terms
Finalises contract terms
No self-serve option to adjust contract length, terms or pricing—requires manual negotiation.
STAGE
EVENT
PAIN
POINT
Awareness
Gets informed about upcoming renewal date
There is no automated system notification for upcoming renewals; users rely on manual communication from Account Managers.
Value estimation
Decides whether to renew or cancel their subscription
No easy way to quickly evaluate Perkbox’s ROI, making renewal decisions harder. No cancellation flow to retain clients.
Fixing terms
Finalises contract terms
No self-serve option to adjust contract length, terms or pricing—requires manual negotiation.
Awareness
Awareness
Gets informed about upcoming renewal date
Gets informed about upcoming renewal date
There is no automated system notification for upcoming renewals; users rely on manual communication from Account Managers.
There is no automated system notification for upcoming renewals; users rely on manual communication from Account Managers.
Value estimation
Value estimation
Decides whether to renew or cancel their subscription
Decides whether to renew or cancel their subscription
No easy way to quickly evaluate Perkbox’s ROI, making renewal decisions harder. No cancellation flow to retain clients.
No easy way to quickly evaluate Perkbox’s ROI, making renewal decisions harder. No cancellation flow to retain clients.
Fixing terms
Fixing terms
Finalises contract terms
Finalises contract terms
No self-serve option to adjust contract length, terms or pricing—requires manual negotiation.
No self-serve option to adjust contract length, terms or pricing—requires manual negotiation.
Complexity of the problem
Indirect communication with the buyer
The situation was complex because we weren’t negotiating with the final decision-maker.
Instead, our team was speaking with the buyer’s report, who needed to align her recommendation with her manager.
Complexity of the problem
Indirect communication with the buyer
The situation was complex because we weren’t negotiating with the final decision-maker.
Instead, our team was speaking with the buyer’s report, who needed to align her recommendation with her manager.
Complexity of the problem
Indirect communication with the buyer
The situation was complex because we weren’t negotiating with the final decision-maker.
Instead, our team was speaking with the buyer’s report, who needed to align her recommendation with her manager.
Complexity of the problem
Indirect communication with the buyer
The situation was complex because we weren’t negotiating with the final decision-maker.
Instead, our team was speaking with the buyer’s report, who needed to align her recommendation with her manager.
Renewal coordinator
Laura, HR Manager
— Runs the renewal process
— Negotiates the terms
— ⚠️ Doesn’t make financial decisions ⚠️
Renewal coordinator
Laura, HR Manager
— Runs the renewal process
— Negotiates the terms
— ⚠️ Doesn’t make financial decisions ⚠️
Renewal coordinator
Laura, HR Manager
— Runs the renewal process
— Negotiates the terms
— ⚠️ Doesn’t make financial decisions ⚠️
Renewal coordinator
Laura, HR Manager
— Runs the renewal process
— Negotiates the terms
— ⚠️ Doesn’t make financial decisions ⚠️
Actual buyers
Renu, Director of People
— ⚠️ Doesn’t talk directly with our team
— Makes final decisions on renewal terms
— Manages the budget
Actual buyers
Renu, Director of People
— ⚠️ Doesn’t talk directly with our team
— Makes final decisions on renewal terms
— Manages the budget
Actual buyers
Renu, Director of People
— ⚠️ Doesn’t talk directly with our team
— Makes final decisions on renewal terms
— Manages the budget
Actual buyers
Renu, Director of People
— ⚠️ Doesn’t talk directly with our team
— Makes final decisions on renewal terms
— Manages the budget
Awareness
Awareness
Gets informed about upcoming renewal date
Gets informed about upcoming renewal date
There is no automated system notification for upcoming renewals; users rely on manual communication from Account Managers.
There is no automated system notification for upcoming renewals; users rely on manual communication from Account Managers.
Value estimation
Value estimation
Decides whether to renew or cancel their subscription
Decides whether to renew or cancel their subscription
No easy way to quickly evaluate Perkbox’s ROI, making renewal decisions harder. No cancellation flow to retain clients.
No easy way to quickly evaluate Perkbox’s ROI, making renewal decisions harder. No cancellation flow to retain clients.
Fixing terms
Fixing terms
Finalises contract terms
Finalises contract terms
No self-serve option to adjust contract length, terms or pricing—requires manual negotiation.
No self-serve option to adjust contract length, terms or pricing—requires manual negotiation.
The goals
Making renewals faster, clearer, and more transparent
We believed that building a self-serve renewal system would reduce friction, clarify value, and keep clients informed.
The goals
Making renewals faster, clearer, and more transparent
We believed that building a self-serve renewal system would reduce friction, clarify value, and keep clients informed.
The goals
Making renewals faster, clearer, and more transparent
We believed that building a self-serve renewal system would reduce friction, clarify value, and keep clients informed.
The goals
Making renewals faster, clearer, and more transparent
We believed that building a self-serve renewal system would reduce friction, clarify value, and keep clients informed.
Business
Improve client retention
Increase ACV(Annual client value)
Decrease OpEx(Operating expenses)
Business
Improve client retention
Increase ACV(Annual client value)
Decrease OpEx(Operating expenses)
Business
Improve client retention
Increase ACV(Annual client value)
Decrease OpEx(Operating expenses)
Business
Improve client retention
Increase ACV(Annual client value)
Decrease OpEx(Operating expenses)
Product
Increase renewal completion rate
Decrease cancellation rate
High self-serve usage rate
Product
Increase renewal completion rate
Decrease cancellation rate
High self-serve usage rate
Product
Increase renewal completion rate
Decrease cancellation rate
High self-serve usage rate
Product
Increase renewal completion rate
Decrease cancellation rate
High self-serve usage rate
Design (User outcomes)
Decrease the time and friction
Improve the price clarity and fairness
Increase awareness of renewal
Design (User outcomes)
Decrease the time and friction
Improve the price clarity and fairness
Increase awareness of renewal
Design (User outcomes)
Decrease the time and friction
Improve the price clarity and fairness
Increase awareness of renewal
Design (User outcomes)
Decrease the time and friction
Improve the price clarity and fairness
Increase awareness of renewal
02. Initial experiments
02. Initial experiments
02. Initial experiments
02. Initial experiments
First two concepts
Enhancing the client awareness
To boost user awareness, I designed CRM campaign emails and sticky banners within the admin tool.
Additionally, we designed a solution for clients to adjust the contract length, with savings for longer terms. After confirming, an Account Manager reached out, and the contract editing was done via Intercom chat.
First two concepts
Enhancing the client awareness
To boost user awareness, I designed CRM campaign emails and sticky banners within the admin tool.
Additionally, we designed a solution for clients to adjust the contract length, with savings for longer terms. After confirming, an Account Manager reached out, and the contract editing was done via Intercom chat.
First two concepts
Enhancing the client awareness
To boost user awareness, I designed CRM campaign emails and sticky banners within the admin tool.
Additionally, we designed a solution for clients to adjust the contract length, with savings for longer terms. After confirming, an Account Manager reached out, and the contract editing was done via Intercom chat.
First two concepts
Enhancing the client awareness
To boost user awareness, I designed CRM campaign emails and sticky banners within the admin tool.
Additionally, we designed a solution for clients to adjust the contract length, with savings for longer terms. After confirming, an Account Manager reached out, and the contract editing was done via Intercom chat.
Increasing the visibility of our value
We highlighted key insights from our existing reporting to help clients instantly assess value, repurposing graphs and widgets on the homepage for quick impact.
Increasing the visibility of our value
We highlighted key insights from our existing reporting to help clients instantly assess value, repurposing graphs and widgets on the homepage for quick impact.
Increasing the visibility of our value
We highlighted key insights from our existing reporting to help clients instantly assess value, repurposing graphs and widgets on the homepage for quick impact.
Increasing the visibility of our value
We highlighted key insights from our existing reporting to help clients instantly assess value, repurposing graphs and widgets on the homepage for quick impact.
Users review Perkbox performance on the Admin dashboard → click Renew → select a plan, and adjust terms via Intercom. Once confirmed, the system sends the renewal contract.
Limited yet positive outcomes
Limited yet positive outcomes
Limited yet positive outcomes
Limited yet positive outcomes
Initial experiments boosted client awareness through emails and banners, but only 11% completed the flow online, with just 8% selecting 24- or 32-month contracts.
We yet had to discover the reason of low impact.
POSITIVE
+8% renewal completion rate
We observed an improvement in completion rates.
POSITIVE
+8% renewal completion rate
We observed an improvement in completion rates.
POSITIVE
+8% renewal completion rate
We observed an improvement in completion rates.
POSITIVE
+8% renewal completion rate
We observed an improvement in completion rates.
NEGATIVE
Only 11% used the self-serve renewal.
Most users continued to rely on the manual process
NEGATIVE
Only 11% used the self-serve renewal.
Most users continued to rely on the manual process
NEGATIVE
Only 11% used the self-serve renewal.
Most users continued to rely on the manual process
NEGATIVE
Only 11% used the self-serve renewal.
Most users continued to rely on the manual process
03. Designing for flexible pricing
03. Designing for flexible pricing
03. Designing for flexible pricing
03. Designing for flexible pricing
Some more user research
Uncovering the reason of low usage
We began by analysing the low adoption rate (11%) of the newly released self-serve renewal system.
Some more user research
Uncovering the reason of low usage
We began by analysing the low adoption rate (11%) of the newly released self-serve renewal system.
Some more user research
Uncovering the reason of low usage
We began by analysing the low adoption rate (11%) of the newly released self-serve renewal system.
Some more user research
Uncovering the reason of low usage
We began by analysing the low adoption rate (11%) of the newly released self-serve renewal system.
INSIGHT 1
Over 90% of clients used to adjust their contract term
Our initial release didn’t support term changes—yet this was the most critical part of the renewal journey.
INSIGHT 1
Over 90% of clients used to adjust their contract term
Our initial release didn’t support term changes—yet this was the most critical part of the renewal journey.
INSIGHT 1
Over 90% of clients used to adjust their contract term
Our initial release didn’t support term changes—yet this was the most critical part of the renewal journey.
INSIGHT 1
Over 90% of clients used to adjust their contract term
Our initial release didn’t support term changes—yet this was the most critical part of the renewal journey.
INSIGHT 2
All clients operated within strict budget limits
HR budgets were set at the start of each year, leaving no flexibility to exceed the allocated amount.
INSIGHT 2
All clients operated within strict budget limits
HR budgets were set at the start of each year, leaving no flexibility to exceed the allocated amount.
INSIGHT 2
All clients operated within strict budget limits
HR budgets were set at the start of each year, leaving no flexibility to exceed the allocated amount.
INSIGHT 2
All clients operated within strict budget limits
HR budgets were set at the start of each year, leaving no flexibility to exceed the allocated amount.
Aligning on design direction
Step-by-step wizard vs dynamic dashboard
The ideation workshop I led surfaced two key concepts: a step-by-step wizard, and a dynamic dashboard showing all contract terms—including price—on a single screen.
Aligning on design direction
Step-by-step wizard vs dynamic dashboard
The ideation workshop I led surfaced two key concepts: a step-by-step wizard, and a dynamic dashboard showing all contract terms—including price—on a single screen.
Aligning on design direction
Step-by-step wizard vs dynamic dashboard
The ideation workshop I led surfaced two key concepts: a step-by-step wizard, and a dynamic dashboard showing all contract terms—including price—on a single screen.
Aligning on design direction
Step-by-step wizard vs dynamic dashboard
The ideation workshop I led surfaced two key concepts: a step-by-step wizard, and a dynamic dashboard showing all contract terms—including price—on a single screen.
V1: Step-by-step wizard
Users edit one term at a time, progressing step by step.
V2: Dynamic dashboard
Users can view all terms on one page and instantly see how each change affects the price.
Aligning with stakeholders
Aligning with stakeholders
Aligning with stakeholders
Aligning with stakeholders
Some stakeholders preferred a wizard flow for its upsell potential.
I advocated for a dynamic dashboard, believing that in B2B retention, transparency and fairness are more effective than aggressive sales tactics.
Securing engineer support
Securing engineer support
Securing engineer support
Securing engineer support
I also aligned with engineers who supported the idea and confirmed it was technically feasible.
I also aligned with engineers who supported the dashboard idea and confirmed it was technically feasible.
We decided to A/B test both concepts with two separate groups of users.
The dashboard that adjust the final price every time user changes a setting
The dashboard that adjust the final price every time user changes a setting
Concept validation
A/B user test results favoured the dashboard
During user testing, more participants preferred the flexible dynamic dashboard over the wizard. However, both groups raised concerns about price transparency.
I received the green light to proceed with the dashboard version, addressing the user feedback along the way.
Concept validation
A/B user test results favoured the dashboard
During user testing, more participants preferred the flexible dynamic dashboard over the wizard. However, both groups raised concerns about price transparency.
I received the green light to proceed with the dashboard version, addressing the user feedback along the way.
Concept validation
A/B user test results favoured the dashboard
During user testing, more participants preferred the flexible dynamic dashboard over the wizard. However, both groups raised concerns about price transparency.
I received the green light to proceed with the dashboard version, addressing the user feedback along the way.
Concept validation
A/B user test results favoured the dashboard
During user testing, more participants preferred the flexible dynamic dashboard over the wizard. However, both groups raised concerns about price transparency.
I received the green light to proceed with the dashboard version, addressing the user feedback along the way.
Reflecting on user tests we've changed the button label to "Review the contract" and added the breakdown of the final price for better clarity
Releasing the dashboard
A massive 23% drop! 😱
Our newly joined Mid Product Designer and I have messaged all 60 dropped clients and invited to interview.
It turned out that the term "Number of Seats" didn't resonate with our users (HR team members) terminology. Changing it to "Number of Employees" and providing better explanatory text helped address this issue.
Releasing the dashboard
A massive 23% drop! 😱
Our newly joined Mid Product Designer and I have messaged all 60 dropped clients and invited to interview.
It turned out that the term "Number of Seats" didn't resonate with our users (HR team members) terminology. Changing it to "Number of Employees" and providing better explanatory text helped address this issue.
Releasing the dashboard
A massive 23% drop! 😱
Our newly joined Mid Product Designer and I have messaged all 60 dropped clients and invited to interview.
It turned out that the term "Number of Seats" didn't resonate with our users (HR team members) terminology. Changing it to "Number of Employees" and providing better explanatory text helped address this issue.
Releasing the dashboard
A massive 23% drop! 😱
Our newly joined Mid Product Designer and I have messaged all 60 dropped clients and invited to interview.
It turned out that the term "Number of Seats" didn't resonate with our users (HR team members) terminology. Changing it to "Number of Employees" and providing better explanatory text helped address this issue.
Updated release
Fixing the issues
Changing it to "Number of Employees" and providing better explanatory text helped address this issue.
Updated release
Fixing the issues
Changing it to "Number of Employees" and providing better explanatory text helped address this issue.
Updated release
Fixing the issues
Changing it to "Number of Employees" and providing better explanatory text helped address this issue.
Updated release
Fixing the issues
Changing it to "Number of Employees" and providing better explanatory text helped address this issue.
Final version: Users review Perkbox performance on the Admin dashboard → click Renew → adjust terms using the dynamic dashboard → select a plan → review final terms. Once confirmed, the system sends the renewal contract.
Results of final release
Results of final release
Results of final release
Results of final release
The usage increased massively, cancellation flow helped to retain clients who were about to leave.
The client feedback overall was very positive.
POSITIVE
+53% usage increase 🎉 🎉 🎉
We observed an improvement in completion rates.
+6% clients won back
The process could take 1-2 months.
Positive user feedback
Last but not least, the system received highly positive feedback from clients.
POSITIVE
+53% usage increase 🎉 🎉 🎉
We observed an improvement in completion rates.
+6% clients won back
The process could take 1-2 months.
Positive user feedback
Last but not least, the system received highly positive feedback from clients.
POSITIVE
+53% usage increase 🎉 🎉 🎉
We observed an improvement in completion rates.
+6% clients won back
The process could take 1-2 months.
Positive user feedback
Last but not least, the system received highly positive feedback from clients.
POSITIVE
+53% usage increase 🎉 🎉 🎉
We observed an improvement in completion rates.
+6% clients won back
The process could take 1-2 months.
Positive user feedback
Last but not least, the system received highly positive feedback from clients.
04. Final results
04. Final results
04. Final results
04. Final results
60%
Total usage
The system is now in use by over 60% of existing clients.
60%
Total usage
The system is now in use by over 60% of existing clients.
60%
Total usage
The system is now in use by over 60% of existing clients.
60%
Total usage
The system is now in use by over 60% of existing clients.
4x
Renewals process speed
The renewal process is now 4x faster.
4x
Renewals process speed
The renewal process is now 4x faster.
4x
Renewals process speed
The renewal process is now 4x faster.
4x
Renewals process speed
The renewal process is now 4x faster.
+19%
Renewals completion
Renewal churn dropped significantly.
+19%
Renewals completion
Renewal churn dropped significantly.
+19%
Renewals completion
Renewal churn dropped significantly.
+19%
Renewals completion
Renewal churn dropped significantly.
+10%
Annual Client Value (ACV)
Eventually, Annual Client Value rose significantly.
+10%
Annual Client Value (ACV)
Eventually, Annual Client Value rose significantly.
+10%
Annual Client Value (ACV)
Eventually, Annual Client Value rose significantly.
+10%
Annual Client Value (ACV)
Eventually, Annual Client Value rose significantly.
Impact on users
Easy to use comprehensive system
New system raises client awareness, improves price clarity and fairness and massively increas renewal speed more than 4 times.
Impact on users
Easy to use comprehensive system
New system raises client awareness, improves price clarity and fairness and massively increas renewal speed more than 4 times.
Impact on users
Easy to use comprehensive system
New system raises client awareness, improves price clarity and fairness and massively increas renewal speed more than 4 times.
Impact on users
Easy to use comprehensive system
New system raises client awareness, improves price clarity and fairness and massively increas renewal speed more than 4 times.
Impact on operations
Reduced ops cost. More time for Account Managers to focus on what matters!
Now Account Management and Customer Success teams can focus on solving client problems and strengthening relationships.
Impact on operations
Reduced ops cost. More time for Account Managers to focus on what matters!
Now Account Management and Customer Success teams can focus on solving client problems and strengthening relationships.
Impact on operations
Reduced ops cost. More time for Account Managers to focus on what matters!
Now Account Management and Customer Success teams can focus on solving client problems and strengthening relationships.
Impact on operations
Reduced ops cost. More time for Account Managers to focus on what matters!
Now Account Management and Customer Success teams can focus on solving client problems and strengthening relationships.
05. Reflection
05. Reflection
05. Reflection
05. Reflection
What’s next?
Direction for future iterations
Clients value their relationship with Account Managers, driving our goal to enhance the human touch and avoid a purely robotic experience.
I proposed adding Account Manager messages and leveraging FAQs for support, as AI assistance isn't currently feasible.
What’s next?
Direction for future iterations
Clients value their relationship with Account Managers, driving our goal to enhance the human touch and avoid a purely robotic experience.
I proposed adding Account Manager messages and leveraging FAQs for support, as AI assistance isn't currently feasible.
What’s next?
Direction for future iterations
Clients value their relationship with Account Managers, driving our goal to enhance the human touch and avoid a purely robotic experience.
I proposed adding Account Manager messages and leveraging FAQs for support, as AI assistance isn't currently feasible.
What’s next?
Direction for future iterations
Clients value their relationship with Account Managers, driving our goal to enhance the human touch and avoid a purely robotic experience.
I proposed adding Account Manager messages and leveraging FAQs for support, as AI assistance isn't currently feasible.
The challenges and learnings
Key learnings
This project sharpened my skills in building features and leading business-driven work.
I learned the value of automating manual tasks and how small details can shape user perception.
The challenges and learnings
Key learnings
This project sharpened my skills in building features and leading business-driven work.
I learned the value of automating manual tasks and how small details can shape user perception.
The challenges and learnings
Key learnings
This project sharpened my skills in building features and leading business-driven work.
I learned the value of automating manual tasks and how small details can shape user perception.
The challenges and learnings
Key learnings
This project sharpened my skills in building features and leading business-driven work.
I learned the value of automating manual tasks and how small details can shape user perception.
Want to know more?
What were the trade-offs?
What would I do differently?
What didn’t go the way I expected?..
This is just a glimpse of the story. I'd be delighted to share the full version in a 15 mins presentation. Feel free to drop me a message.
Want to know more?
What were the trade-offs?
What would I do differently?
What didn’t go the way I expected?..
This is just a glimpse of the story. I'd be delighted to share the full version in a 15 mins presentation. Feel free to drop me a message.
Want to know more?
What were the trade-offs?
What would I do differently?
What didn’t go the way I expected?..
This is just a glimpse of the story. I'd be delighted to share the full version in a 15 mins presentation. Feel free to drop me a message.
Want to know more?
What were the trade-offs?
What would I do differently?
What didn’t go the way I expected?..
This is just a glimpse of the story. I'd be delighted to share the full version in a 15 mins presentation. Feel free to drop me a message.
2025. Vahan Hovhannisyan
All rights reserved
2025. Vahan Hovhannisyan
All rights reserved
2025. Vahan Hovhannisyan
All rights reserved
2025. Vahan Hovhannisyan
All rights reserved