Design for SaaS
Help VMware with the SaaS transition by providing users with a smooth onboarding experience and hastle-free subscription and billing magement.
Contributed Areas
Onboarding
Subscription and Billing Management
About CSP
Cloud Services Platform(CSP) is a crucial part that helps VMware with the SaaS transition. CSP is a one-stop subscription management platform. On CSP, Customers can access dozens of VMware services, manage access, onboard and manage subscriptions within organizations, pay bills, and more.
My role
Research
- Conducted user research to understand pain points and delivered findings to the broader team.
Understand
- Worked with PMs to understand the value and timeline of each feature.
- Collaborated with the engineering team to understand barriers and feasibility.
- Facilitated conversations among stakeholders with wireframes/diagrams.
Design
- Created mocks on Figma with requirements.
- Followed the design protocol and Clarity design system throughout the process.
- Iterated design works in an agile workflow.
Deliver
- Gave UX readout to the team.
- Delivered design files to the UI team for implementation.
- Supported the UI team throughout the development process.
Stories start with onboarding
Customers need to onboard the subscriptions through CSP to start their journey with VMware. Therefore, a smooth onboarding flow is critical. But the onboarding flow varies across services because of various service types (Free vs. Paid Services), routes to market (Direct Sale vs. Partner Sale), etc. My role is to provide customers with a hastle-free onboarding experience for all types of services.
The diagram of onboarding flows for all types of services.
Fill the form to create a CSP account.
Verify the email address.
Select subscriptions to onboard.
Select/Create an Organization to onboard the subscription(s).
Create a new Organization for the subscription(s).
Subscription & Billing Management
Subscription and Billing management is one of the most critical areas of CSP. From here, customers can check/renew/cancel their subscriptions, receive/pay their bills, and manage payment methods. My role is to evolve the interface to accommodate VMware changes and provide customers hassle-free workflows to manage their subscriptions, understand the cost, and pay their bills.
The Overview page shows the cost of the subscriptions in the current and the last billing period.
The Subscription Detail page shows the status of the subscription and term commitments within it. Customers can initiate some actions from here, e.g., renew or cancel the subscription.
Customers can check the status and info of all available funds from VMware, as well as add new payment methods and update the default one.
Invoices & Statements page shows the cost details and delivers invoices to customers for payment.
Some Thoughts
My work at VMware is quite challenging, as we need to balance the requirements of internal services and the needs of customers. Throughout the journey, I've learned how to communicate ideas efficiently with stakeholders and see issues from different angles. We all have learned a lot from each other and solved problems as a team. I believe that's why we are keeping introducing game-changing products to the whole world.