Billing Profiles
Reimagining payment methods and addresses at Atlassian by prioritizing unified billing for your organization
Introduction: Riding the wave of enterprise growth
As Atlassian expanded deeper into large organizations, billing became a critical bottleneck. Enterprise customers were managing multiple products, teams, and legal entities, yet our billing system treated them like individual buyers. The result was scattered payment methods, mismatched addresses, and a support system that kept growing. Updating a card or changing an address became a maze, driving confusion and unnecessary support volume.
To serve this customer segment, we needed a billing foundation that offered clarity, consistency, and control. We had to modernize billing and build a unified system that matched how enterprises actually purchase software.
Timeline
6 months
Worked with
1 content designer, 1 product manager, 1 data scientist and a team of 5+ engineers
Uncovering friction in billing management
As we kicked off this work, we realised that enterprise customers weren’t looking for new features. They were looking for stability, clarity, and a single source of truth. But Atlassian’s billing experience still operated like a lightweight SMB tool. Payment methods were hard to find. Addresses didn’t stay in sync. And admins were forced into support for tasks that should have taken minutes.
To understand the real gaps, we spent time with procurement teams, interviewed billing admins, and analysed usage patterns to see how they actually worked.
Here’s what we found:
Uncovering friction in billing management
6 months
Expanding Atlassian's user base
As Atlassian expanded deeper into large organizations, billing became a critical bottleneck. Enterprise customers were managing multiple products, teams, and legal entities, yet our billing system treated them like individual buyers. The result was scattered payment methods, mismatched addresses, and a support system that kept growing. Updating a card or changing an address became a maze, driving confusion and unnecessary support volume.
To serve this customer segment, we needed a billing foundation that offered clarity, consistency, and control. We had to modernize billing and build a unified system that matched how enterprises actually purchase software.
Timeline
6 months
Worked with
1 content designer, 1 product manager, 1 data scientist and a team of 5+ engineers