Conducting competitive research across various industries enabled us to prepare effectively for user interviews. By analyzing Paylib, SFR, Free, Deezer, Lyft Pink, Tullab, and Cbank, we gained insights into user engagement strategies across industries.
Gauges & Usage
From the telephony sector, we drew inspiration from consumption visualization through bar charts and gauges. These visualizations clearly show usage patterns.
Profile Summary
This consumption data is often accessible on user profiles, offering personalized insights and a detailed understanding of individual usage.
Premium Features
From the telephony sector, we drew inspiration from consumption visualization through bar charts and gauges. These visualizations clearly show usage patterns.
We conducted 5 user interviews to determine pain points and users perception of Lydia. Participants were aged from 18 to 36 years old : 3 regulars users, 1 Lydia addict and 1 occasional user.
1
GAIN UNDERSTANDING OF USERS’ OPINION ON FREEMIUM LIMITS
Discover what made them willing to upgrade to a paid plan the last time they switched from freemium.
2
IDENTIFY USERS’ BANKING RELATIONSHIP
3
FIND OUT ABOUT LYDIA USAGE
Learning #1
Lydia is widely recognised for its fastness, practicality and
fluidity
Users appreciate its efficiency and stay less than one minute
5/5
participants
Learning #2
Reference for peer-to-peer payments, but their credibility is questioned in the banking sector
Users need trust in its banking expertise
reliability
5/5
participants
I refused to paid those 2 euros fees. It’s always been free so I decided to wait until the following month to transfer that money
”
“
Morgan, 29 yo
Regular User
Learning #4
Strong unwillingness to suscribe to premium offers.
Users adapt well to limited features to avoid extra costs.
4/5
participants
Learning #3
Notable unawareness & misunderstanding of new usage limits and premium offers.
Users don't understand the impact of limits
on their regular use
4/5
participants
Iterate
FINAL SOLUTION - V2
Dual options payment
flow : Confirm or Discover
Reflection
WHAT DID WE ACHIEVE
KEY METRICS TO MONITOR
User engagement
Are the new entry points effectively guiding users to payment limit information and encouraging interaction with the limit pages?
Conversion Rate
What is the conversion rate of users upgrading to premium plans? The target conversion rate should ideally be between 5% to 10%.
Support ticket rate
Are we seeing a significant drop in support tickets related to freemium limits ?
Conversion Rate
What is the conversion rate of users upgrading to premium plans? The target conversion rate should ideally be between 5% to 10%.