Self-Service Billing Portal

Overview

Led product discovery through launch of a self-service billing portal that improved NPS by 14 points, reduced support tickets 25%, and drove 10% upgrade conversion through intelligent prompts.

The Challenge

Customer frustration with billing inquiries drove high support ticket volume and poor NPS scores. Customers lacked visibility into usage patterns and upgrade opportunities, missing revenue potential while overwhelming support teams.

The Approach

Started with 0-to-1 discovery analyzing NPS feedback and support ticket trends to identify pain points. Conducted persona research defining self-service requirements across customer segments. Led rapid design sprints delivering 3 pilot-ready features in 2 months. Defined MVP focused on billing transparency and usage insights. Integrated with CRM for seamless data flow. Designed usage-based prompts and upgrade nudges informed by behavior patterns. Launched pilot with monitoring dashboards tracking adoption and support deflection.

Key Outcomes

• Improved customer NPS by 14 points through self-service capabilities
• Reduced support tickets by 25% with intuitive billing management
• Delivered 3 pilot-ready features in 2 months through rapid design sprints
• Increased upgrade conversion by 10% with usage-based prompts and nudges
• Improved customer retention through proactive engagement features

The Result

Self-service portal transformed customer experience with 14-point NPS improvement and 25% reduction in support tickets. Usage-based prompts drove 10% conversion lift on upgrades through intelligent timing. Design sprint approach accelerated time-to-market while maintaining quality, establishing repeatable innovation process.