Business overview

There are many ways we discover non- genuine users.In this case study we will focus on AFC (Activation Failure Conversion) Some of the other business units are DM (Direct message),Account sharing, and Business outreach

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Picking up the pieces

We started with experience audit to discover any design opportunities where we can improve and any areas where we will need to collaborate with people outside our team

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More than Research

We partnered with data analytics team to discover information key data points such as click rate, click recurrence, exposure rate and exposure time. Our goal was to see what user is doing with our experience and where they leave our experience.

we discovered that most users are converting outside our experience as they think its a fake website.

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Custom experiences

We also discovered that team had seven different experience they were managing. They more or less did same thing and targeted same audience.

Do no harm

As per the strategy based on the data we acquired we cleaned up the page so we can launch the test faster but leadership decided to take a chance and gave us resources to design our north star experience.

Better Understanding of where user will go after our experience

We redesigned the site to guide users after clicking action buttons, ensuring they completed checkout within our experience

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Simplified experience

We discovered two audience and reduced 7 webpages to two webpages. Each audience experience was designed using data point and cards were also placed based on the entry points.

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Design in detail

we implemented design changes to enhance user engagement and convert unauthorized software users into paying customers. We focused on simplifying navigation, improving accessibility, and aligning with global standards. These changes addressed user pain points, streamlined the conversion process, and ensured a consistent, secure, and user-friendly experience across platforms.

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A Good Start…And It’s day 30

1. GNARR (gross new annual recurring revenue)up 22%.

2. Consolidation ARPU (Average revenue per user) at $25, driven by an increase in creative cloud product mix​.

3. CVR flat @1%

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localization

We focused on localization, ensuring adaptable UI and language support, aligning with engineering and internationalization teams for local audience relevance

Impact

1. Increase in Conversion.
2. Revenue increase.
3. We manage 2 experience instead of 7.
4. Since we made a template and tested in market our Launch to market time for future experience was reduced from months to weeks.

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Challenges

We overcame significant challenges, including transitioning from Theme 2 to Theme 3 and navigating legal complexities to ensure a compliant, user-friendly design. These efforts modernized our interface and aligned it with the latest standards, enhancing the overall user experience.