LTV Up 174% After Massive Subscriber Migration Between Stores

Client Profile

Founded by brothers Hank and John Green, Good Store consolidates subscription-based brands. Their mission is simple; provide products that make a difference for end users and the world at large. Their commitment extends to donating all after-tax profits.

Unifying Multiple Brands into a Single Platform to Streamline Subscription Management

The primary challenge for Good Store involved managing numerous brands and subscriptions across various individual stores, leading to operational complexities and increased costs.  

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Good Store enlisted Prismfly to design and develop a way to seamlessly migrate active Recharge subscriptions to a unified storefront, a key move to streamline operations without compromising each brand's unique flair.

Migrating active subscriptions is no easy task. It requires meticulous planning, flawless execution, and thoughtful user journey mapping to ensure no hiccups or, even worse, lost revenue.

Central to this initiative was enhancing the customer experience, marked by a smooth transition and distinct, user-friendly subscription management, culminating in a revamped site interface and innovative account pages.

Blending Design and Tech to Optimize Subscription Management Systems

The design team was instrumental in developing an engaging and intuitive user interface. They addressed both aesthetic and functional aspects, such as designs for various user interactions and the strategic arrangement of subscription details. The aim was to enhance usability and navigability.

In parallel, engineers on the project examined the robust Recharge API to build a custom account page template. The new architecture simultaneously manages legacy and new subscriptions, includes automatic login, and a never before seen inter-store user matching system.

This dual approach, combining design and technology, was crucial for meeting the complex requirements of the Good Store project. Close collaboration between the design and development teams ensured that every aspect of the project was coherent and focused on delivering an efficient and user-friendly subscription management platform. The team continually refined the system post-launch, focusing on user experience enhancements and a smooth checkout process.

Results and Impact

The project achieved a remarkable decrease in customer service complaints, indicating an improved user experience. The successful migration of a substantial number of accounts to the new platform was crucial in maintaining recurring revenue. Additionally, a reduction in customer service inquiries after the migration indicated an improvement in the system's user-friendliness and operational efficiency.

Furthermore, here are some impressive statistics from this project:

• Post-Migration Subscriber LTV increased by 174% (by month 2)
• Average Orders Per Customer increased by 58%
• Average Customer Spend increased 27% period-over-period
• The main subscription product retention rate increased from 66% to 91%
• Cross shopping increased slightly between brands.

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Key Insights

• Key insights from this project included the vital importance of early integration between design and development, which significantly elevated the project's quality and end state alignment.
• Clear consistent communication across teams & involved parties is essential.
• A bespoke well-designed and built subscription UX is far superior to anything out of the box or from an app.