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
Responsibilities
- 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 customer problems reported to Pandora
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.