The Economist.com was undergoing a major platform change and the opportunity was taken to improve the e-commerce journey as well as designing a new self serve area where users could manage their accounts.
As it stood, many customers were contacting the helpdesk to change their payment details, changes of address, and to cancel subscriptions or renew subscriptions etc. There were many types of customer, from single subscription customers with print and digital subscriptions, to gifters and organisations such as libraries, schools and colleges.
I began by studying customer service logs to gain an insight into the most common requests from customers and began by prioritising these into a set of users stories.
In conjunction with the marketing department we also explored opportunities for upselling many of the other products in The Economist Group portfolio.

User flows for renewing subscription and updating payment details.

Wire flows for updating payment details.

Desktop wireframes subscription management for user with multiple subscriptions.

Mobile wireframes for subscription management.

Desktop wireframes newsletter management.

Recommendations

Anna Coppola.  —  . UX Manager at The Economist

"Rick has been working in my team leading interaction design and user experience on a highly transformational, particularly challenging, geographically distributed project. Rick's extensive experience across the diverse spectrum that encompasses the UX field combined with his ability to manage project uncertainty as well as stakeholder expectations has been extremely important for the steady progression of the project and to keep the project focused on improving the end-user experience. Page 2 It has been a pleasure working with Rick and I highly recommend him to anyone needing to hire a Senior UX professional."