D2C Subscription Flow Mapping
The Challenge
As Udemy introduced its direct-to-consumer subscription offering, internal teams -- especially newly onboarded designers and product managers -- had no shared reference for the end-to-end user journey. Without this, identifying gaps and opportunities for improvement was difficult.
The Approach
Conducted a comprehensive journey mapping exercise covering the full D2C subscription flow. The resulting map provided a shareable reference for internal stakeholders, allowed new team members to experience the journey without signing up themselves, and served as a foundation for identifying optimization opportunities with revenue impact.
Key Outcomes
A detailed journey map that aligned internal teams around the D2C subscription experience, surfaced gaps and opportunities for senior leadership, and positioned the team to pursue targeted improvements with measurable revenue impact.
