1 November 2022
Sector: Food / subscription
Focus: Website Design & Development, Shopify
Situation
Churn climbed when people could not pause or adjust subscriptions without friction, and customer service could not always see subscription state in one place. Theme tweaks had also started to destabilise checkout, which is a bad place to learn by surprise.
What we focused on
- Subscription UX: Customer portal clarity, skip, pause, and next ship date obvious on mobile.
- Theme stability: Checkout extensibility and app boundaries documented, fewer surprise breaks on update.
- CX tooling: Macros aligned to actual subscription states, fewer wrong refunds.
Outcome
Improved retention on voluntary pauses instead of hard cancels and fewer billing support tickets.