David Flemate: Content designer

Intuit

Autodesk

PayPal

experience

Content design

Payment methods

Team

Product manager: Sarika Suma
Visual designers: Lin Liu, Rosemary M., Kate Lee
UX designers: Alice Yang, Kyle Shulman
Content designers: Donna Neerhout, David Flemate

Problem

  • Payment management tools were both hard to find and provided limited flexibility creating friction to renewals
  • Delinquency rates for subscription renewal were unusually high

Solutions

  • Improved type ahead behaviors in the universal search bar
  • Simplified instructions in multiple pre/post purchase paths
  • Payment Methods added to Account navigation menus

Results

  • 122% Higher payment management engagement overall
  • 32% Increased engagement by Delinquent customers
  • Increased Revenue saved due to the use of payment center
  • 12% Improvement in Customer Effort Scores from 59% to 71%
Indexed search engine-optimized terminology
Updated universal search with type ahead indexing for the keyword payment.
Type ahead examples used for the universal search bar on autodesk.com.
Simplified instructions
Buying with Autodesk page section on account feature, including change payment methods, add seats, and change term.
Autodesk Account options on Buying with Autodesk page
Account management support page with instructions for changing, adding, and editing payment methods.
Autodesk Account options on Account management page
Added Payment Methods in Account
Payment Methods section of Account.
Autodesk