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Cleverbridge · Discovery, Research & Service Design Thinking

Subscription Management Portal — Discovery

My role

Senior / Principal UX Designer & Design System Lead. A short, structured discovery engagement — framing the problem before design begins.

Discovery phases
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Core challenge

How might we evolve the Subscription Management Portal from a functional but fragmented tool into a scalable, user-centered experience — one that reduces support burden, increases self-service, and serves both SMB end-users and enterprise admins?

Key hypotheses
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Working assumptions

Things treated as true for now — to be validated in research.

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Research & discovery approach

A layered plan sequenced from cheapest to richest signal. Quantitative data tells us where, internal interviews tell us what, user interviews tell us why — each layer sharpens the next so no research time is wasted.

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Prioritization & opportunity framing

Ten opportunities scored on user impact, business value and technical effort, and tagged to the persona they serve.

ID Opportunity User impact Biz value Tech effort Persona
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Impact vs. effort matrix
Impact vs. effort matrix with Wave 1–3 priority summary
Early concepts

Concept directions

Three design bets — not mutually exclusive. Each addresses a different layer of the problem. Directional hypotheses, not final designs.

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Next project
AI Research Agent →
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