In an effort to increase conversions for the Judge.me paid plan on the B2B app, we introduced a system of trial offers delivered via modals to targeted users. By designing specific flows based on identified user personas, we effectively increased trial adoption and engagement with the paid features, leading to measurable improvements in overall conversion rates.
01
Improve percentage of upgrades to the paid plan and lower the gap between user engagement and paid feature adoption.
02
Implemented targeted trial offers through modals, specifically designed for different user personas. These modals surfaced at key moments in the user’s workflow, highlighting relevant paid features. This personalised approach not only increased feature awareness but also drove a significant boost in upgrade rates, all without requiring additional dev work.
03
To optimise the effectiveness of our trial offers, we segmented users into key personas: dropshippers, low revenue merchants, high revenue merchants, low reviews collected, and those who migrated from other review apps. Each persona had unique needs and pain points.
Dropshipper
Driven entrepreneurs that want to start their own business from home without having to deal with shipments.
Build trust quickly with potential customers by generating reviews.
Goals
Limited brand recognition, fast turnover of products, and low customer loyalty.
Pain points
Quick and easy ways to collect reviews, integration with multiple platforms, and automation tools to streamline the review collection process.
Needs
Frequently changes products, highly dependent on social proof, and looks for cost-effective solutions.
Behaviours
Low revenue shop
A shop that has low sales, normally a side business.
Increase sales while keeping costs down.
Goals
Limited budget, low product visibility, and difficulty in gaining traction with customers.
Pain points
Affordable solutions with a clear ROI, simple review management tools, and basic automation for collecting reviews.
Needs
Cautious about spending, prioritises tools that offer the most immediate value, and needs to see a direct impact on sales.
Behaviours
High revenue shop
A shop that has higher sales, normally a brand that has a team working full-time on it.
Manage large volumes of reviews and maintain a positive brand image.
Goals
Overwhelmed by the volume of customer feedback, the need for more advanced reporting, and scalability concerns.
Pain points
Advanced features for filtering and responding to reviews, robust analytics, and customisation options to align with brand standards.
Needs
Focuses on efficiency and scaling operations, values advanced features over cost, and prefers tools that can integrate with other platforms.
Behaviours
Shop with low number of reviews
A shop that has just started business or has a low review rate.
Increase the number of reviews to build credibility and trust.
Goals
Struggles to encourage customers to leave reviews, limited engagement from past customers, and low conversion rates.
Pain points
Automated review request systems, incentives for leaving reviews, and easy-to-use tools to increase response rates.
Needs
Frustrated by low customer engagement, focuses on increasing volume over quality, and is willing to try new methods to boost reviews.
Behaviours
Migrated from other reviews app
A shop that used other review app to collect their reviewsbut changed to Judge.me for any reason.
Seamless transition to a new platform with minimal disruption.
Goals
Concerns about losing previous reviews, unfamiliarity with new platform features, and potential technical issues during migration.
Pain points
Smooth data migration, easy onboarding, and tools that enhance what they had on the previous platform without steep learning curves.
Needs
Focuses on reliability and ease of use, values a frictionless experience, and seeks a smooth review import process.
Behaviours
04
Improve product education for different segments of users and teach the value of the paid plan by letting users to experience its value firsthand and encouraging them to upgrade.
05
Minding the constraints and complexity of Appcues, I've created a standard operating procedure (SOP's) document for the team, so anybody that needs to create a flow knows how to do it and how to bookeep it.
06
Above is an example showcasing all the SOP's integrated into context. You can notice various Trial flows, each carefully named to facilitate seamless navigation across different types of flows. Additionally, related tags have been included to simplify filtering for quick access and efficient workflow management.
