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Plans is a powerful tool, but that complexity can make it incredibly difficult for new customers to get started with a plan. To help them get started, I created a template that served as a basic plan builder and to showcase several of the high-value features of Plans. Through this, we hoped to see:
- more users creating a plan (customer growth) and
- users accessing their plans more often (customer retention)
For this project, I worked with a Product Designer of the same seniority as myself, the Product Manager, and a development team of 12 people.
Design requirements:
To set up their plan, users needed to accomplish the following actions:
- Create a project to track large work items (called Initiatives) and create a plan
- Create a new issue at the Initiative level
- Add other projects (called Issue sources) to their plan
- Reparent an existing Epic from one of their Initiatives
- Save their changes
Results
The end-to-end journey spanned seven screens, and included at least six separate actions. The results of this work was undeniably successful:
- 35% of all users completed the tutorial in an average of 3 min 18 seconds (from selecting a template to having a ‘complete’ plan)
- 71.4% of those who completed it them set their plan up ‘correctly’ (reparented an Epic from an existing project into a newly-created Initiative)
After the initial success, we used this template as an upsell moment to users on Standard/Free Editions of Jira Software. By showing this to customers who were on versions of Jira Software that didn’t have access to Plans:
- 13% of users started a two-week free trial; of them:
- conversion rates for:
- .123% of Standard edition customers upgraded to Premium
- 3.8% of Free edition customers upgraded (on top of our other conversion efforts)
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