2025
Turning subscription data into confident, self-serve insight
A narrative-driven analytics experience that helped customers and success teams understand subscription health at a glance, reducing interpretation effort and support dependency.
ROLE
Lead product designer
Individual contributor
TEAM
1 product manager
2 front-end engineers
2 back-end engineers
IMPACT
Improved customer confidence in self-service data interpretation
Reduced reliance on success managers for data explanations
Established a reusable data storytelling foundation for future features
Problem
What if data could tell its own story?
Customers struggled to understand their subscription data due to dense, table-driven layouts, increasing reliance on success managers and slowing decision-making.
01
Data lacked narrative
Account admins were presented with raw tables that showed numbers but failed to explain what was happening or why it mattered.
02
Interpretation required expertise
Success managers were required to translate data into meaning, creating bottlenecks and inefficiencies.
03
Time spent explaining, not engaging
Teams spent time interpreting data rather than focusing on strategic customer engagement.
SOLUTION
A Narrative-Driven Data Experience
The solution reframed subscription data from raw tables into a clear, narrative experience that answered customers’ key questions first, while still allowing deeper exploration when needed.
AI tooling was used to accelerate synthesis and maintain consistency, but the primary focus was clarity, trust, and decision-making.
01. Build a Story Through Data
Subscription data was structured around the questions customers actually ask, rather than the metrics the system produced.
Key questions surfaced at the top (e.g. “Am I overspending?”)
Usage and cost trends grouped into meaningful stories
Raw data remained accessible without overwhelming the primary view
02. Simple and layered visual experience
The interface balanced clarity and depth through progressive disclosure.
Surface-level insight: Key trends visible at a glance
Deeper exploration: Progressive drill-downs for detailed analysis
Built-in guidance: Plain-language annotations explaining what metrics mean
RETROSPECTIVE
From Confusion to Confidence: Driving Self-Service at Scale
This work shifted subscription data from a source of confusion into a shared, self-serve understanding tool, enabling customers to make decisions independently and reducing reliance on success teams.
Customer impact
Customers gained confidence interpreting their subscription data without external support.
Business impact
Success teams adopted the dashboard as a foundation for more strategic customer conversations.
Product & Process impact
A reusable chart and interaction system was established, improving consistency and accelerating future data-driven features.
© 2025 Sara Quagliani. All right reserved