https://www.romawrites.com/home daily 1.0 2025-02-27 https://images.squarespace-cdn.com/content/v1/6051a128b0f1973eebcd81ec/57b5a0e3-185c-4334-aea8-22a54a19bd03/romawrites+logo+bubbles+trans.png https://www.romawrites.com/uxwriting daily 0.75 2022-09-26 https://images.squarespace-cdn.com/content/v1/6051a128b0f1973eebcd81ec/2f3e5766-ffec-467b-a7aa-e22afeea3cf8/new+journey.png UX Writing - The results By accompanying the user on their journey and providing guidance along that path, we saw a significant increase in upgrades. Our conversion rate from subscriptions to pricing page views increased from 1.91% to 2.89%. This equated to a daily average MRR jump from $1,514 to $2,040. We are now experimenting with boosters across assets that contain a CTA, from in-app prompts to email to ads. https://images.squarespace-cdn.com/content/v1/6051a128b0f1973eebcd81ec/ce50caa6-838c-4689-891b-92fb9758061a/booster.png UX Writing - The experiment Our Growth team had run experiments to increase upgrades, like improving the checkout flow, but they weren’t moving the needle. I encouraged the team to look at this from a storytelling perspective. I worked with our designers to create a simple “booster message” to reflect the user’s intent, tell the story of the feature, and explain its connection to the plans. Using a tool called Pendo, we were able to quickly experiment and iterate on the design. https://images.squarespace-cdn.com/content/v1/6051a128b0f1973eebcd81ec/5ef444c5-7f82-49df-b668-b279d012f960/bitly+pricing+page1.png UX Writing - The problem Bitly’s upgrade path started with a jump from an in-app CTA to a pricing page with a whole lot of information to process. The intent was to tease a feature and entice the user to explore our subscription plans, but users were dropping off rather than upgrading. I suspected this jarring leap was at the heart of the issue. https://images.squarespace-cdn.com/content/v1/6051a128b0f1973eebcd81ec/1616057161961-ML1Q6KSYAQNMKSGBXM3G/Bitly+downgrade+modal+2020a.png UX Writing - The original When a customer downgraded their subscription, the page hit them with scattered information and three CTA’s. The cognitive load was burdensome. The messaging was aggressive. We knew customers were having trouble understanding the impact of choosing a lower plan level, and their inquiries mirrored the tone of this page. https://images.squarespace-cdn.com/content/v1/6051a128b0f1973eebcd81ec/1616057971133-OX4PETDUACOKI5FGRPX2/Bitly+downgrade+2021.png UX Writing - The new With fewer distractions and a succinct, scannable list, we were able to make the content easier to process. The point was to help someone make a more informed decision. We highlighted the item that prompted the most common question. This reduced the number of related support tickets… and account downgrades. https://images.squarespace-cdn.com/content/v1/6051a128b0f1973eebcd81ec/1616058919432-E7JGFSPZEDL63ZRBVBQG/Insightly+Welcome.png UX Writing - Introducing a welcome https://www.romawrites.com/video daily 0.75 2022-04-25 https://www.romawrites.com/techwriting daily 0.75 2022-04-25 https://images.squarespace-cdn.com/content/v1/6051a128b0f1973eebcd81ec/dfbd47ee-f62b-491e-9e87-5c3ec3d146e7/bitly+support+old.png Technical Writing - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6051a128b0f1973eebcd81ec/4b02a5b1-56d1-492c-a0de-f48b78e21cc7/image_2022-04-25_131859000.png Technical Writing - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6051a128b0f1973eebcd81ec/11375aef-95a5-4bc6-ae8f-24c0ac0ebe07/Bitly+dev+docs+old.png Technical Writing - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6051a128b0f1973eebcd81ec/c0c0e5a1-833e-44e6-a583-a2e51b443798/Bitly+dev+new.png Technical Writing - Make it stand out Whatever it is, the way you tell your story online can make all the difference.