Gloo Studio - Self-Serve
Converting trial users to paying customers while maintaining positive relationships even through cancellations.
Design Process
Project Overview
Gloo Studio orchestrates AI capabilities in a unified interface, prioritizing transparency, trust, and user control. My work focused on reducing friction, demonstrating value, and building sustainable customer relationships.
Comprehensive Flow Designed
Onboarding Journey
Plan Discovery: Clear presentation of available subscription tiers
Trial Activation: Frictionless trial start with transparent terms
Enterprise Introduction: Contextual upsell for qualifying organizations
Personalization: Customization of AI experience based on use case
Team Collaboration: Seamless teammate invitation flow
Document Upload: Organization knowledge base integration
Payment Setup: Secure card capture with clear cancellation policy
Key Design Principle: Transparency builds trust—users should never feel trapped.
Trial Expiration Experience
Designed a respectful expiration flow that:
Maintains access to organization data (no destructive deletion)
Clearly communicates next steps and renewal options
Preserves user investment and trust in the platform
Advocacy Point: I championed data preservation, knowing how frustrating it is when platforms delete work over missed payments. This approach respects users' time investment and encourages renewal rather than abandonment.
Subscription Management
Built comprehensive self-service tools:
Upgrade Flow: Seamless plan tier changes with prorated billing
Pause Feature: Up to 90-day subscription pauses before next charge
Cancellation Flow: Thoughtful off-boarding with retention incentives
Retention Strategy: Instead of dark patterns, designed helpful interventions showing value users might lose, offering alternatives like pauses or plan changes.
