Problems Identified
With user research we were able to find the pain points of our customers.
Lack of transparency in the usage which led to mistrust in the brand and increase in support tickets
Dispute resolution and pending payments incurs loss for us
Delay in invoicing and payments from the clients
Lack of alerts on usage and threshold limit
Compliance and audit issues for the client
Feature Prioritization Matrix
Kano model was used to prioritize the features in various buckets. Features that could solve the user problems were ideated during brainstorming session with the product manager.
Business Impact
55%
Reduction in support tickets
67%
Feature engagement rate
15%
Customer satisfaction score improved
Successs Metrics
Adoption rate and usage of this dashboard (trend for daily/weekly/monthly)
Number of support tickets raised for billing and usage issues (trend for quarterly/monthly)
Context
There were different pricing plans based on subscriptions that were offered to our clients. Clients wanted to know more details about the billing usage and and payment cycles. Our goal was to provide them more transparency in the billing of their subscription plans
Team Size
Me as the lead designer, Product Manager
My Role
Solely responsible for the design process and execution of this project from research till go-live launch
User location & persona
Global launch- India, USA, Europe. Persona: Marketers
Duration
3 weeks
Billing Usage Tracker
We create the products of the future. Our cutting-edge technology, visionary team and unrelenting work ethic put us miles ahead of the competition.
Iterative Design Thinking Approach
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Prototypes In Action
All work
MoEngage
It is a Customer Engagement Platform used by Marketers to analyze the performance of their marketing strategies and achieve their user engagement goals with business growth using the data insights generated by our platform.