GoDaddy Reseller Pricing Migration
launching a new pricing system
Role
UX Writer
Contributing partners
Product manager, UX designer
Timeframe
Oct - Dec 2021
Tools
Figma
Background
GoDaddy's Basic & Pro Resellers sell white-labeled GoDaddy products on their own storefronts. GoDaddy provides resellers with a pre-built storefront, payment processing and customer service support. These plans are usually ideal for customers who want access to a ready-to-go reseller experience with limited technical knowledge required.
A new pricing system is being introduced to resellers referred to as percent-based pricing. Percent markups let resellers set prices on several levels (for example, on a global, product group, or product tier level). On the old system, they'd have to set individual price points for every product (over 750,000 price points), but now they manage up to 875 rules.
Problem
Resellers need to migrate to a new percent-based pricing system.
Solution
Develop an onboarding experience for resellers, explaining the changes and guiding them through updating their prices, and then create supporting content on the Help Center.
Impact
Approximately 26,000 reseller customers would use this flow to migrate to the new system.
Entrypoint
Resellers will receive an email about the pricing change, and will also see a banner at the top of the Reseller Control Center, the dashboard where they manage their storefront. The goal of the banner is to get resellers to initiate the onboarding flow and start the migration to the new pricing system.
Overview
The onboarding flow is broken into five steps. It opens inside the reseller's dashboard and clearly designates where the reseller is located in the onboarding process. Each step has a short, digestible summary and, if applicable, a link to the relevant Help article (I was writing for the Help articles for the reseller products at the time, so I was able to identify areas in the experience where an article would give value to the customers). Once the reseller's reviewed the summary and is ready to complete the step, they select Continue.
Steps
After the reseller selects Continue, the page expands. For example, in step 2 shown below, we explain what the reseller needs to do (update their global pricing rule), providing contextual guidance via tooltips as the reseller progresses through the step.
We want to empower the reseller to take these steps on their own, but also be their trusted advisor by providing tips and helpful information along the way.
Success messages
Whenever a reseller completes a step, they'll receive a success or confirmation message that celebrates their progress and gives a brief recap of what they completed.
Final step
The last step asks the reseller to verify the work they've completed. We provide a checklist with each step in the tutorial, the status, and a comment that describes what was completed. After the reseller has reviewed the checklist, they select Publish Changes to complete the tutorial and publish the changes to their live site.
Impact and results
While this new system simplified the hierarchy of pricing relative to the previous system, it was still complicated. There were many levels of pricing that could be set, and while it allowed for a high level of customization, it could become complicated, especially for new users. This flow was created as a way to gauge how they navigated through the pricing system, while being their trusted advisor along the way. 26,000 resellers would enter this flow as an introduction to percent-based pricing.