Visibility that drives action & conversion

Challenge

Users couldn’t easily tell what their subscription included or how much of their allocation they had used. Only account owners could view subscription details, and there was no centralized dashboard to show flow status, usage, or upcoming expirations.

At a growing SaaS startup, leadership initially believed that visibility into subscription and usage data wasn’t necessary—users would simply contact support or sales when they ran into limits. This created avoidable friction, reduced engagement, and slowed expansion opportunities. All processes of renewal and upgrade were manual, enabling users to continue getting free access long after their trial or paid subscription had expired.

Objectives

• Give all users—not just admins—a clear picture of subscription usage and flow allocations.
• Provide a dashboard summarizing overall integration health, usage, and upcoming renewal deadlines.
• Increase upsell and retention opportunities by reminding users of their available capacity.
• Proactively reduce confusion and frustration by showing real-time error and usage data.

Approach

To align stakeholders, I demonstrated how visibility drives engagement and reduces churn. By surfacing real-time subscription and usage data directly in the product, users could manage limits without contacting support—turning a hidden process into a value moment.

This included a home dashboard for flow status and usage, as well as in-depth subscription information on current usage and availability, prompting faster conversions, renewals, as well as more new flows being created and broken flows being fixed.

Dashboard for overall status

• Provided a consolidated view of all integrations, active flows, and subscription limits.
• Displayed flow errors across integrations to help users prioritize fixes.
• Added direct links to “Buy More” or “Upgrade” to streamline expansion.
• Encouraged ongoing engagement through a visual summary of system health.
• Introduced a tiered layout distinguishing active, warning, and expired subscription states.
• Added color-coded progress bars to communicate usage at a glance.
• Integrated error summaries across all connected apps, previously scattered in separate logs.
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Reduce cognitive burden

‍The new dashboard kept you up to speed on everything that needed your attention, whether to fix, finish, or check the success of. Users could quickly follow up on inactive flows and always knew when they could create new flows or it was time for an upgrade.

Reduce accidental downtime

‍Not only did the dashboard prompt more flow usage and quicker error recovery, it also speeded renewals and decreased downtime.

Status and actions breakdown

This shows the breakdown to determine statuses and available actions for different types of flows.
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Subscription Management Page

• Clarified plan type, renewal date, usage breakdown, and limits.
• Allowed users to manage, renew, or upgrade directly in-app.
• Reinforced transparency with clear CTAs and tooltips for complex terms.

Highlights 

• Implemented renewal countdowns with visual indicators to prevent accidental lapses.
• Added inline upgrade prompts for users near their limits, using contextual microcopy to guide decisions.
• Leveraged UX and psychological principles to always ensure the user knew their system status and the available actions, as well as loss aversion to speed renewals and increase upgrades.
  

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Current and available usage to prompt conversion

Users could tell right away what was available on the free plan, speeding conversion.

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Proactive prompting to convert from trial

Initially, ending trials was a manual process, where non-converting users would continue to use the system.

Loss aversion

Leveraging the principle of loss aversion, users could clearly see the value they’d lose as their trial ended—motivating earlier upgrades.
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Full account usage visibility to drive flow creation

For enterprise accounts, visibility across sandbox and production environments encouraged testing and deployment, aligning with the company’s North Star metric: increasing the number of production flows.
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Drill down for more information

‍Users could drill down into each category, as well as quickly see where something was used, such as a flow in an integration (which could have multiple flows) or an endpoint app used in a flow within an integration.
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Impact

Although quantitative metrics weren’t tracked at launch, internal adoption and qualitative feedback showed clear outcomes:

• Higher flow usage: This was our North Star.
• Fewer support tickets related to subscription or flow errors.
• Increased self-service upgrades through in-product CTAs.
• Faster renewals
• Faster issue resolution thanks to visible system health.
• Positive sentiment from customer-facing teams who finally had a way to visualize account activity during calls.

Transparency builds trust. By making subscription data visible and actionable, the dashboard not only empowered users but also created natural engagement loops that fueled product-led growth. What started as a small usability enhancement became a foundation for customer expansion

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