How Solving Our Biggest Customer Complaint at Blinkist Led to a 23% Increase in Conversion

Creating value for both the business and for our customers through design.

At Blinkist, we want everyone to fit learning into their life and offer 15-minute summaries from non-fiction books and podcasts. We have 16 million users that are mostly happy with our product, but some weren’t because of our subscription process. So our goal was to fix that, and we did.

This was my favourite project to date that I’ve worked on at Blinkist!

The Challenge

Blinkist offers users a 7-day trial for our premium plan. If the user doesn’t cancel during their trial, at the end of the 7 days they will be charged for a premium subscription. We found our users were unhappy when they forgot to cancel their trial and were charged at the end. Subscriptions are still fairly new, and some people don’t understand how it works.

Current Flow

Flow for the user starting their 7 day trial.

Constraints

If we removed charging people at the end of the trial, users might forget to…