Led the end-to-end redesign of the upgrade flow—from drop-off diagnosis and alert strategy to checkout and pricing clarity—turning a leaky funnel into a clear, trustworthy upgrade experience.
In this project we've replaced a traditional Figma-first workflow with an AI-native workflow, using Claude Design as the primary design environment throughout every design phase and handoff.
The main objective was to understand why users intended to upgrade to higher plan but failed to complete the upgrade, and find opportunities to improve existing upgrade experience.
To get there, I investigated where friction occurs across the funnel, what triggers upgrade intent, what blocks action in the moment, and how competitors handle the same problem.
I solved it by reframing the problem from "make the upgrade button visible" to redesigning the full path — from how the alert communicates urgency, to how easily that urgency can be acted on and handed off.
Reduction in drop-off at the purchase moment
Faster time-to-upgrade decision from alert to plan selection
Secondary research showed that users don't fail to upgrade because they don't want higher plan. They fail when intent appears but the path to upgrade and its experience is unclear.
Walking through what the user is thinking and feeling at each step of the upgrade flow.
Redesigned the existing sidebar alert to not only show approaching limits, but also give users a clear action and the ability to see current usage against higher plan limits.
Introduced a periodic in-product alert banner that translates raw usage percentage into a concrete, container-specific consequence.
Added a direct entry point from the alert into the upgrade flow, removing the detour through Settings → Usage and Plans.
Redesigned the plan-selection screen and introduced a shareable payment link, so the person who sees the alert can hand it off to whoever owns billing.
Recognition over recall: Surface a persistent upgrade entry.
Reduce cognitive load: Simplify plan selection to only available options.
Error prevention: Simplify flow steps to only two clicks.
Consistency: Keep native Jentis interaction patterns.
