Nutshell Billing
Reworking the pricing experience to help customers confidently understand what they’re paying for while giving them more plan customization to fit the needs of their business.
Designed for
Nutshell customers
Role & Contribution
Product Designer
Competitive analysis
Wireframing
Prototyping
Space
Customer relationship management
Date
Summer 2024
Plan selection.
Vertical card layout
Better visual comparison between cards at a glance vs. horizontal card layout.
Comparison-friendly UI
Created plan descriptions, benefits, recommendations, and downgrade warnings to reduce confusion and keep retention rates higher.
Legacy plans
Designed for legacy plans being phased out by showing users where their plan stacks up against current ones, and nudge them to upgrade before removal.
Add-on customization.
Dynamic plan awareness
Add-on cards auto-updated visual state and pricing information when features were included when user's selected a higher-tier plan.
Improving customization
Redesigned the cards to support interactive components (sliders) without hiding information, so users could adjust usage settings with confidence.
Setting clear expectations
Replaced misleading toggles (on/off) with a clear "Add to plan" button, helping users understand they were selecting features to purchase, not instantly activating something.
Payment & Summary.
Everything in one place
Designed a simple summary page so users could easily review their plan, add-ons, and total before checking out.
Flexible payment details
Used familiar patterns so users could quickly update their billing info without losing their spot or leaving the flow.
Encouraging smarter upgrades
Included prompts for add-ons within the summary page that users hadn’t selected yet, giving them the option to customize their setup before and after purchasing.
Final results
Improved plan clarity leading to a decrease in support tickets related to billing confusion.
Increased customer confidence by helping users understand what they're paying for before checkout.
Enabled future product expansion by building to accommodate future product suites without additional rework.
Set the foundation for future in-app upgrade paths, dynamic add-ons, and targeted plan recommendations.
Aligned with product and marketing teams on pricing strategy and layout decisions to inform customers of future plans and help them understand billing logic.