A technical software company relied on free trials to convert new customers. The trial was simple and intuitive but the full version was significantly more complex.
Customers felt baited and switched, making renewals a constant battle for customer success teams. The free trial had to stay because it drove conversions, so the product team needed to make the full software as intuitive as the trial.
We ran usability tests comparing both experiences, then helped them restructure their interface - same features, better organization. The goal was maximum impact with minimum development. The result: reduced onboarding time, fewer support requests, and increased renewals.
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Product Usability & UX
What works, what confuses, and what to fix first.
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