KEY CHALLENGE
Zuora Portal: Optimizing the Subscription Experience
Poor UX, Slower Workflows
CONTEXT
THE PROBLEM
The Design Approach
OBJECTIVES
Simplicity and Clarity: Redesign the process into clear and logical steps to reduce complexity and guide users seamlessly through the form.
Consistency: Improve spacing, clear section dividers, and consistent color usage across the interface to ensure visual consistency and reinforce a cohesive user experience.
Modular product cards with dropdowns streamline rate plan selection and help users focus on one product at a time.
Inline editing of prices and quantities supports faster workflows.
The Add Product and Save buttons improve task flexibility by allowing users to easily expand and remove each product entry and save progress without disrupting their workflow.
This is the last UI/UX design project I worked on during my internship at ViewQwest. The project involved redesigning the Zuora Portal Subscription interface to improve its usability and overall user experience.
Imagine being a customer support agent juggling multiple subscription updates under time pressure. But instead of a smooth process, you're faced with an outdated interface that makes even simple tasks frustratingly complex. At ViewQwest, the existing Zuora subscription system was difficult to navigate due to poor design and implementation. The interface also lacked visual hierarchy and effective use of color, leading to confusion, slower workflows, and inefficiencies for internal users managing subscriptions.
Zuora is a cloud-based subscription management platform that helps businesses manage recurring billing, subscriptions, payments, and customer accounts. At ViewQwest, it is used internally to handle customer subscriptions and billing operations. My task was to enhance the layout, simplify the workflows, and make the interface more intuitive for internal users, particularly the customer support and billing teams who interact with this system daily.
How might we redesign the Zuora subscription interface to make the subscription creation process more efficient and user-friendly for internal users?
Zuora Portal Subscription
Type Internship Project
Role UI/UX Designer
Date Apr - May 2025
Tools
In the first step of the process, users are asked to input essential subscription setup details. This step is designed to gather all foundational information required to begin a new subscription. The form is divided into three (3) sections for better readability and task clarity: Quote Details, Account Details and Subscription Terms and Conditions.
Step 1: Basic Information
Once the basic subscription details have been entered, users move on to Step 2: Product & Charges, where they define the actual services or hardware included in the subscription. This step focuses on allowing staff to configure the subscription contents accurately and flexibly.
Step 2: Product Charges
In the final step of the subscription creation flow, users are presented with a comprehensive summary of all previously entered information. This step serves as the review checkpoint before submission, helping users ensure accuracy and completeness across all fields.
Step 3: Summary Details
UX IMPROVEMENTS
Improved Subscription Experience
FINAL DESIGN
Interface Color Palette
DESIGN CHOICES
TEXT-PRIMARY
HEX: #332E2E
BORDER-DEFAULT
HEX: #D7D8D9
PRIMARY-RED
HEX: #DB1537
BACKGROUND
HEX: #F9FBFD
BUTTON-SECONDARY
HEX: #626262
TEXT-SECONDARY
HEX: #B1B1B3
SUCCESS-GREEN
HEX: #2ECC71