Partner managed subscriptions
Stress-free billing experience for Partner managed customer admins
Project overview
As Atlassian is moving towards Cloud Enterprise, we needed a platform to provide transparency to the end customer admins to manage all of their Atlassian cloud subscriptions, in one place. It was becoming difficult for customer admins who engage with Solution Partners to keep track of an average of 300-500 subscriptions. We identified their top goals and pain points, which vary from a direct customer org and built a platform curated towards an Enterprise needs, easier the communication between them and Solution Partners.
Role
• Sole designer from conceptualisation to release
• Defined content and UX strategy for the long term divided on multiple releases
• Aligned teams across Billing console, My Atlassian and Partner Purchasing Center
• Built interactions, design specs and user journey maps (Desktop focused)
Impact
This section is NDA protected folks
Positive reactions from customer admin and solution partners on release
Platform link: admin.atlassian.com/partner-managed-subscriptions
Existing platform for both Partners and end customers
Problem statement
How might we enable customer admins to manage their subscriptions in one place and improve their engagement with Solution Partners?
Enterprise customers admins who engage in business with Solution Partners have a long list of subscriptions they buy from Atlassian. Keeping track of user management, app management, renewals, cancellation, upgrade request and interacting with relevant Partner Admin becomes a huge pain point. It causes time loss, productivity loss and substantial time spent in communication for the lack of appropriate tool. This results in ~16% of orgs failing to renew products in time causing business loss for both Atlassian and Solution Partners.
What matters to Partner managed Admins when they arrive in Administration Hub?
Building the understanding through Solution Partners, pre-existing research and stakeholder conversations to ground our product, strategy and design decisions.
Defining known behaviours
Admins and Partner conversations have been going on for years, even with frictions, they've found a way to hack around. How might we build for the elevated experience without disrupting their existing workflows?
Locating potential customer cohorts in the ecosystem
Enterprise ecosystem and admin roles are vast and wide - ranging from Security Admins, Product Admins, Site admins, org admins, Billing Admins and more. A big cohort of enterprise admins also bought some Atlassian products directly, while a smaller cohort were also engaging in business with multiple Solution Partners. Who were the major overlaps we needed to address while building this role?
Translating each behaviour to the right user requirement
When I want to do X, I want to see Y.
Synthesis of themes to enable my stakeholders to translate it into pragmatic requirements. Closely collaborating with Engineering manager, Platform PMs and Platform engineers to identify the already existing APIs and possibility of building APIs to support each requirement. Using existing customer behaviour, data and platform capabilities to prioritise each feature and requirement into subsequent releases.
Building the Content and UX strategy to last for next 5 years
Backed by a solid research and customer understanding, we built a year long product roadmap based on platform, engineering and design capabilities. Future proofing the content and UX Principles to support incoming capabilities without breaking the system, as we approached the interactions and journeys.
Multiple entry points
~70% of end customer admins were also either site admin or org admin of their accounts. The existing end customer admins used My Atlassian as a technical content to view their licenses. We built an integrated navigation system for admins who also have user management access, and a separate global navigation system for admins who don't.
Subscription overview page - Active subscriptions
Designing the entire platform came with a lot of interaction, information and layout decisions. While I built the strategy to make the interface as cohesive as possible with the Administration hub, it still posed challenges on how to prioritise information and showing the relevant layouts while keeping the entire system future proof.
Sorting - The subscriptions are sorted based on the different state of the product. Prioritising the trial products on the top, then the active product and then any scheduled cancellation or sandbox products.
Manual sorting for Annual subscriptions - Most of the Enterprise admins prefer annual/bi-annual subscriptions. While monthly billing is auto-renewed and charged on per user pricing - annual billing happens with quote process and selecting a relevant user tier.
Both renewal date and number of seats left would indicate that a change in subscription is needed. Thus, Admins can sort their subscriptions manually through Renewal date and number of seats left, so they can reach out to their Solution Partners for initiating purchases.
Linking Apps installed with Products - The list of subscriptions can be very long for Enterprise admins (100+ products with 25+ apps each). I chose to make it as manageable for them as possible. Both Products and apps have always been treated as subscriptions. We leveraged the API from my previous work in apps to show the installed apps inside product subscriptions. This led to an unparalleled ease of access for customers since billing and renewals of apps are linked with products.
Billing Partner - Catering to a smaller cohort of admins who engage with multiple Solution Partners, each subscription is linked with the Partner org they are associated with - it'll include their address, and the relevant Partner admin's email, they can contact when they require any changes in the subscription.
Product and app details
Each product and app subscription detail page reflects the information and action a Partner managed admin can execute.
Access to cancel the subscription is retained only by End customer admins - The churn flow is always made with extreme thoughtfulness. Being the singular flow, it needed to be upfront, without drawing attention to itself.
Customer contacts - Visual transparency on all the other end customer admins from the org associated with the same subscription.
Component explorations and error scenarios
Closely collaborating with the engineering team, we identified all the states and error scenarios the subscription and platform can have.
Setting up analytics and release
Identifying the targeted success metrics and setting up tracking in the interfaces alongside product managers and data science team.
With that, we showcased a promotional video to Partners, who in-turn shared it across with the end customers per-release. We have gotten an overwhelmingly positive response and palpable excitement for the platform being released on May 15, 2023.