Design Journey
Hi there! This document can help one understand the design efforts (craft and no-craft) that I have been a part of/have driven; over the course of my time in this profession.
Growth document
2023
Mar 2023 - Present
NET Payments - Generative study
Co-driver
Currently there is little to no knowledge about about how Atlassian customers use Net30. The reason being it has never been offered to directly to our customers. The goal is to gain a generative understanding of net payments by talking to Enterprise advocates, Loyalty advocates, Finance and deal desk agents. With learned insights, Admin billing would be deliver the ability for customers to initiate bank transfers on their own for the first time.
Impact: By far, the most popular research study in commerce, the sessions garnered interests from the entire team and unlocked various potential friction areas and insights, extending beyond the scope of Admin billing.
Dec 2022- Present
End customers platform
Driver
The end customers platform is dedicated to the Enterprise customers who engage in business with Solution Partners to manage their subscriptions. Partner managed customers are major collaborators of Atlassian, contributing to almost half of Atlassian's overall revenue. Currently, they share a platform with Partners, who are primarily concerned about invoices and pricing being exposed to the end customers, alongside any other engagements. This platform will enable the customers to view and manage all of their Atlassian partner subscriptions in one place, without exposing any pricing related information to them, currently managed by Partners, alongside integrating them with the massive Atlassian ecosystem.
Impact: This platform will impact all of Partner managed customers in Cloud - Enterprise, small and medium businesses to view and manage their Partner subscriptions.
Jan- Mar 2023
Back to 50 - Customer retention in lieu of macro-economic conditions
Driver
The primary objective of this initiative is to retain small and medium business customers that would otherwise churn because of economic headwinds. We are offering Cloud customers who attempt to cancel their full site with a free 90-day extension, with a goal to retain them on a paid plan at the end of the free period.
Impact: Single largest potential after our initial launch, as this cohort encompasses the majority of Atlassian churn (~66%)
Mar 2023
Becoming a UX strategist - NNGroup course
Learning/Upskilling
As I'm moving towards being more of a strategic collaborator across initiatives in my profession, it was high time to invest in up-skilling on driving strategic decisions, building alignments across key stakeholders and moving business forward through a deep focus on customer experience.
Learnings: One of the most intense courses I've taken yet, the course surrounded me with how being customer obsessed brings success to the organisation and the tools on how and when customer experience strategies can be used to make informed decisions.
Mar 2023
Analytics and user experience - NNGroup course
Learning/Upskilling
Being customer obsessed is one of my key roles in the organisation. While in an org, we always have ton of data flowing in from customers, this helped me upskill in how to effectively use that data to derive consumer behaviour.
Sep 2022 - Jan 2023
Upgrade trials - Atlassian billing
Driver
The primary objective of this initiative was to address the needs of the customers who want to align their different billing cycles by offering them prorated billing. The first release entails customers who want to execute a paid to paid plan upgrade in their Atlassian subscriptions by going through 30 days of free trial. The trials would be given for the exact number of days and prorated billing would be engaged for the remaining days in the billing cycle.
Impact: Prorated billing has been a key ask from both small, medium and enterprise customers. This release addressed their need to align their billing cycles, as well as unlocked a massive revenue saving strategy for Atlassian by locking the number of days offered as part of trial.
Mar 2022 - Jan 2023
Cancellations Phase 2 - Atlassian billing
Co-driver/Collaborator
The primary objective of this project was to enable Product and app cancellations in the interface at scale for Atlassian's cloud product with the commerce cloud platform. Divided in multiple phases, this one released product cancellations which was one of the key requests from customers and customer advocates.
Impact: Close to 50% of customer advocate tickets were related to cancellations, and the lack of cancellations from interface has been the biggest customer complaints.
2022
Aug 2022 - Dec 2022
App Archival - Atlassian billing
Driver
As the Marketplace app developer decides to off-board their app from Atlassian platform, we needed a strategy to communicate to the customers why their app is being removed from their list of paid subscriptions.
Impact: Atlassian relied on App developers to provide communication in case their apps were being off-boarded from the platform, which led to massive confusion between customers if it went missing. The initiative has heavily reduced the customer tickets (~80%) generated for archived apps.
Jan 2017 - Dec 2022
Coming soon
Driver
To be added