Paddle customer portal

Role

Senior product designer

Role

Senior product designer

Timeline
24 weeks, 2024-2025

Project type
Zero-one, end-to-end design

Team
9 people

Problem

Paddle customers wanted to spend less time managing subscription requests and more time growing their businesses, making a customer portal the most requested feature in 2024.

Challenges

• This was Paddles first B2C product offering, which meant we had complexities around storing payment methods, customer details and authentication

• It needed to be fully responsive and mobile first?

• There was no team in place to deliver this at the start. It was just myself and a Senior PM.

• This was Paddles first B2C product offering, which meant we had complexities around storing payment methods, customer details and authentication

• It needed to be fully responsive and mobile first?

• There was no team in place to deliver this at the start. It was just myself and a Senior PM.

Solution

A mobile first customer portal which allows our customers, customer to self manage their subscriptions.

The customer portal needed to work out of the box and be accessible to a global audience on any device, anywhere. By allowing the buyers (our customers, customer) to self manage their subscriptions it would allow sellers (our customers) to free resources on developing their business instead of managing subscriptions.

Add, remove and manage payment methods

Cancel subscriptions with a few clicks

Update invoices, crucial if addresses are missing for tax needs

View payment history and pay past due transactions

Solution

A mobile first customer portal which allows our customers, customer to self manage their subscriptions.

Discovery and learnings

Customer interviews and rapid feedback

The PM and I started by speaking with a wide range of customers to better understand our target audience and form strong early hypotheses. We chose to prototype early and gather quick feedback, creating branded prototypes tailored to individual customers.

Large and enterprise sellers didn't have a need for our customer portal

Ideal for small to medium sized sellers who didn't want or couldn't build their own

Sellers wanted the portal to look and feel like their website and products

Competitor analysis of Stripe, Lemon Squeezy, and Chargebee was undertaken

Early iterations, concepts and ideas

Prototypes and testing

Continuous feedback

I iterated through multiple prototypes, often breaking down user journeys to test specific parts in isolation. Since the target audience was B2C, I leveraged user testing platforms to continuously recruit participants and gather valuable insights.

Final designs