Service Functionality Improvements

Usability Journey Mapping

Client Profile

Pandora is a leading music and podcast discovery platform, providing a highly-personalized listening experience to approximately 70 million users each month.

Project Summary

When a Pandora Family Plan is not successfully charged, the platform cancels the subscription and deletes the family information...without providing recovery opportunities.

Project Goal

I want to find a way to improve this phase of the Pandora Family account holder's journey.

Team & Timeline

Currently Ongoing • Personal project with independent research, processing, and design


  • User Interviews
  • Personas
  • Customer Journey Mapping
  • Usability Testing

Tech & Tools

  • Figma
  • Miro
  • UsabilityHub
  • Google Suite

Problem Statement

Subscription-based services are known for their auto-renew functionality. But what happens when the card on file is expired or has been deactivated? Typically, businesses will deliver a notice to the user and help them update the card to reactivate the subscription. However, when a Family Plan from Pandora is not successfully charged, Pandora cancels the subscription and deletes the family information. To reactivate, the user must sign up for a totally new subscription and re-enter family information. This process is a hassle and one of the least user-friendly functionalities I've ever come across. How might we seamlessly integrate this critical moment in the user's journey?

Project In-Progress

While I know the UXer is not the user, this situation has happened to me multiple times. And, it has happened to other Pandora users who have expressed their frustrations in the Pandora Community. I am currently working on this project and am excited to share a user-friendly solution soon!

examples of problems on the Pandora Community

Examples of customer problems reported to Pandora

example of response on the Pandora Community

Example of an official Pandora response to customer issue. Notice how they do not address the second half of user Markitude's complaint about having to re-add family members.