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App usability: customers reported confusion and frustrationCustomers receiving confirmations for changes to subscription that do not reflect subscription updates in SealConfirming that customers do not receive emails related to updates we make to their subscriptions? Customers confused when the “tile” for their “current plan” does not reflect their monthly dues Future consideration: how do we make it easier for customers to purchase new product at the time of launch and then add to their subscription going forward? Does the Skip feature obviate the need for this? or minimize the prioritization of this? With this process and/or Skip feature, how will we track which paused members resume/reactivate their membership? Team discussion: pros/cons for reminding customers of upcoming renewal so customer has time to pause/cancel/make updates before order is processed
Matt SchwartzWhen will it happen?
4/17/24 Meeting
View 10 of View 18 of View 2 of Topics 12
Name
Topic
Notes
Resolution/Action
Resolved?
Shayna Lans
Review customer insights and feedback from Restore launch
Complaints - 12-15 specifically called out the UX.
Bugs - supp only subscription
Customer updates - more turnkey over time / lack of price transparency in the update.
Shayna Lans
Revisiting: setting reactivation date in Shopify
cc: Jill Frank
Lets make the options clear in communication:
Shayna Lans
Customers seeing “unpause” date in their app
We need to report
Shayna Lans
Automated communications from Shopify
to follow up on this
@Matt Schwartz
VOC review
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