A ChatGPT UX Case Study
A ChatGPT UX Case Study
Why Users Upgrade (or Don’t) and How UX Can Help
Why Users Upgrade (or Don’t)
and How UX Can Help
UX Case Study
UX Case Study
The project 🤓
The project 🤓
I chose ChatGPT as the focus for my final UX project because it represents one of the most impactful technological innovations of our time. I wanted to work on a product that inspires me—and ChatGPT does. This case not only allowed me to explore real challenges in a product I use and admire, but also helped me grow my UX skills throughout the entire process.
This project aims to clarify the value of Plus, simplify the subscription journey, and explore features that make the upgrade feel truly worth it.
The goal: a smoother, more empowering user experience that encourages long-term engagement.
I chose ChatGPT as the focus for my final UX project because it represents one of the most impactful technological innovations of our time. I wanted to work on a product that inspires me—and ChatGPT does. This case not only allowed me to explore real challenges in a product I use and admire, but also helped me grow my UX skills throughout the entire process.
This project aims to clarify the value of Plus, simplify the subscription journey, and explore features that make the upgrade feel truly worth it.
The goal: a smoother, more empowering user experience that encourages long-term engagement.
I chose ChatGPT as the focus for my final UX project because it represents one of the most impactful technological innovations of our time. I wanted to work on a product that inspires me—and ChatGPT does. This case not only allowed me to explore real challenges in a product I use and admire, but also helped me grow my UX skills throughout the entire process.
This project aims to clarify the value of Plus, simplify the subscription journey, and explore features that make the upgrade feel truly worth it.
The goal: a smoother, more empowering user experience that encourages long-term engagement.
Tools:
Figma, Figjam, Scribbl, Otter.ai, Gsuite
Figma, Figjam, Scribbl, Otter.ai,
Gsuite
Figma, Figjam, Scribbl, Otter.ai, Gsuite
Duration:
January - March 2025
January - March 2025
January - March 2025
Problem Statement 🚨
Problem Statement 🚨
Even though many people use ChatGPT, some issues make the experience less smooth:
Confusing Features – Many users don’t clearly understand what ChatGPT Plus offers, making it hard to decide if they should upgrade.
Difficult Upgrades & Downgrades – Switching between free and premium is not always easy, which can stop users from trying or keeping the premium plan.
Unmet Expectations – Some free users leave because they don’t know the limits in advance, while some premium users feel the plan is not worth it.
By fixing these problems, we can improve user satisfaction, keep more users engaged, and help more people see the value of upgrading—while making sure both free and premium users have a good experience.
Even though many people use ChatGPT, some issues make the experience less smooth:
Confusing Features – Many users don’t clearly understand what ChatGPT Plus offers, making it hard to decide if they should upgrade.
Difficult Upgrades & Downgrades – Switching between free and premium is not always easy, which can stop users from trying or keeping the premium plan.
Unmet Expectations – Some free users leave because they don’t know the limits in advance, while some premium users feel the plan is not worth it.
By fixing these problems, we can improve user satisfaction, keep more users engaged, and help more people see the value of upgrading—while making sure both free and premium users have a good experience.
Even though many people use ChatGPT, some issues make the experience less smooth:
Confusing Features – Many users don’t clearly understand what ChatGPT Plus offers, making it hard to decide if they should upgrade.
Difficult Upgrades & Downgrades – Switching between free and premium is not always easy, which can stop users from trying or keeping the premium plan.
Unmet Expectations – Some free users leave because they don’t know the limits in advance, while some premium users feel the plan is not worth it.
By fixing these problems, we can improve user satisfaction, keep more users engaged, and help more people see the value of upgrading—while making sure both free and premium users have a good experience.
General Objectives 🎯
General Objectives 🎯
General Objectives 🎯
1
Clarify the difference between plans: Communicate the benefits of ChatGPT Plus more clearly so users can make informed decisions.
2
Simplify the subscription process: Make upgrading and downgrading smoother and more user-friendly.
3
Increase retention and conversion: Keep users engaged and encourage more people to subscribe to ChatGPT Plus.
4
Explore new features for ChatGPT Plus: Identify potential features that could make the premium plan more valuable and distinct from the free version.
1
1
Clarify the difference between plans: Communicate the benefits of ChatGPT Plus more clearly so users can make informed decisions.
Clarify the difference between plans: Communicate the benefits of ChatGPT Plus more clearly so users can make informed decisions.
2
2
Simplify the subscription process: Make upgrading and downgrading smoother and more user-friendly.
Simplify the subscription process: Make upgrading and downgrading smoother and more user-friendly.
3
3
Increase retention and conversion: Keep users engaged and encourage more people to subscribe to ChatGPT Plus.
Increase retention and conversion: Keep users engaged and encourage more people to subscribe to ChatGPT Plus.
4
4
Explore new features for ChatGPT Plus: Identify potential features that could make the premium plan more valuable and distinct from the free version.
Explore new features for ChatGPT Plus: Identify potential features that could make the premium plan more valuable and distinct from the free version.
The process ✅
The process ✅
Discover
Discover
Discover
Define
Define
Define
Ideate
Ideate
Ideate
Design
Design
Design
Discover: Understanding User Needs 🔎
Discover:
Understanding User Needs 🔎
To improve the experience for both free and premium users, it was essential to understand their motivations, frustrations, and expectations. This phase involved a combination of desk research, user interviews, and usability testing to gather qualitative and quantitative insights.
To improve the experience for both free and premium users, it was essential to understand their motivations, frustrations, and expectations. This phase involved a combination of desk research, user interviews, and usability testing to gather qualitative and quantitative insights.
To improve the experience for both free and premium users, it was essential to understand their motivations, frustrations, and expectations. This phase involved a combination of desk research, user interviews, and usability testing to gather qualitative and quantitative insights.
1. Desk Research 💻
1. Desk Research 💻
Before talking to users, I started with a desk research phase to understand how people feel about ChatGPT’s free and Plus experiences.
What I looked into:
Forums like Reddit and OpenAI’s Community, where users share honest thoughts about limitations, upgrades, and expectations.
A quick competitor analysis (Claude, Gemini, DeepSeek, Copilot, etc.) to compare pricing, features, and overall value.
A feature breakdown of ChatGPT vs. competitors to understand where it stands out—or falls short.
Key takeaways:
Many users don’t clearly understand Plus benefits.
Some say the free version works “well enough”, so they don’t see the need to upgrade.
Frustration with limits is common, but uncertainty about value and cancellation holds people back.
Competitors offer more visible “premium perks”, influencing how ChatGPT Plus is perceived.
Before talking to users, I started with a desk research phase to understand how people feel about ChatGPT’s free and Plus experiences.
What I looked into:
Forums like Reddit and OpenAI’s Community, where users share honest thoughts about limitations, upgrades, and expectations.
A quick competitor analysis (Claude, Gemini, DeepSeek, Copilot, etc.) to compare pricing, features, and overall value.
A feature breakdown of ChatGPT vs. competitors to understand where it stands out—or falls short.
Key takeaways:
Many users don’t clearly understand Plus benefits.
Some say the free version works “well enough”, so they don’t see the need to upgrade.
Frustration with limits is common, but uncertainty about value and cancellation holds people back.
Competitors offer more visible “premium perks”, influencing how ChatGPT Plus is perceived.
Before talking to users, I started with a desk research phase to understand how people feel about ChatGPT’s free and Plus experiences.
What I looked into:
Forums like Reddit and OpenAI’s Community, where users share honest thoughts about limitations, upgrades, and expectations.
A quick competitor analysis (Claude, Gemini, DeepSeek, Copilot, etc.) to compare pricing, features, and overall value.
A feature breakdown of ChatGPT vs. competitors to understand where it stands out—or falls short.
Key takeaways:
Many users don’t clearly understand Plus benefits.
Some say the free version works “well enough”, so they don’t see the need to upgrade.
Frustration with limits is common, but uncertainty about value and cancellation holds people back.
Competitors offer more visible “premium perks”, influencing how ChatGPT Plus is perceived.
Forming Hypotheses 💭
2.Forming Hypotheses 💭
Based on the research findings, the following hypotheses were developed:
If Plus benefits are communicated more clearly, more free users will consider upgrading.
If the subscription and cancellation processes are simplified, users will feel more confident about trying ChatGPT Plus.
If exclusive features beyond speed and priority access are introduced, more users will perceive Plus as valuable.
Based on the research findings, the following hypotheses were developed:
If Plus benefits are communicated more clearly, more free users will consider upgrading.
If the subscription and cancellation processes are simplified, users will feel more confident about trying ChatGPT Plus.
If exclusive features beyond speed and priority access are introduced, more users will perceive Plus as valuable.
Based on the research findings, the following hypotheses were developed:
If Plus benefits are communicated more clearly, more free users will consider upgrading.
If the subscription and cancellation processes are simplified, users will feel more confident about trying ChatGPT Plus.
If exclusive features beyond speed and priority access are introduced, more users will perceive Plus as valuable.
User Interviews & User Testing 🎤
3.User Interviews &
User Testing 🎤
To deeply understand user needs and behaviors, I conducted 10 sessions with a mix of Free and Plus users (5 of each). These sessions combined user interviews and usability testing, allowing me to gather both opinions and observe real interactions.
To deeply understand user needs and behaviors, I conducted 10 sessions with a mix of Free and Plus users (5 of each). These sessions combined user interviews and usability testing, allowing me to gather both opinions and observe real interactions.
To deeply understand user needs and behaviors, I conducted 10 sessions with a mix of Free and Plus users (5 of each). These sessions combined user interviews and usability testing, allowing me to gather both opinions and observe real interactions.
5 Free users:
People who use ChatGPT regularly but have never subscribed or considered upgrading.
5 Free users:
People who use ChatGPT regularly but have never subscribed or considered upgrading.
5 Free users:
People who use ChatGPT regularly but have never subscribed or considered upgrading.
5 Plus users:
Current subscribers who
have been using ChatGPT
Plus for at least a month.
5 Plus users:
Current subscribers who
have been using ChatGPT
Plus for at least a month.
5 Plus users:
Current subscribers who
have been using ChatGPT
Plus for at least a month.
👥 Interview goals:
Understanding what motivates or prevents users from upgrading.
Identifying frustrations with both free and premium experiences.
Exploring how users perceive the value of ChatGPT Plus.
🧪 User testing tasks:
Finding information about ChatGPT Plus benefits.
Going through the upgrade process.
Attempting to downgrade or cancel their subscription.
🚨 Main usability issues observed:
The subscription process was easy to follow, but the cancellation and downgrade options felt restrictive and lacked clarity.
Users hesitated to upgrade due to uncertainty about cancellation flexibility and refund policies.
Some users wanted a "Pause Subscription" option instead of fully canceling.
Alternative downgrade choices (e.g., a lower-cost plan) were expected but not available.
👥 Interview goals:
Understanding what motivates or prevents users from upgrading.
Identifying frustrations with both free and premium experiences.
Exploring how users perceive the value of ChatGPT Plus.
🧪 User testing tasks:
Finding information about ChatGPT Plus benefits.
Going through the upgrade process.
Attempting to downgrade or cancel their subscription.
🚨 Main usability issues observed:
The subscription process was easy to follow, but the cancellation and downgrade options felt restrictive and lacked clarity.
Users hesitated to upgrade due to uncertainty about cancellation flexibility and refund policies.
Some users wanted a "Pause Subscription" option instead of fully canceling.
Alternative downgrade choices (e.g., a lower-cost plan) were expected but not available.
👥 Interview goals:
Understanding what motivates or prevents users from upgrading.
Identifying frustrations with both free and premium experiences.
Exploring how users perceive the value of ChatGPT Plus.
🧪 User testing tasks:
Finding information about ChatGPT Plus benefits.
Going through the upgrade process.
Attempting to downgrade or cancel their subscription.
🚨 Main usability issues observed:
The subscription process was easy to follow, but the cancellation and downgrade options felt restrictive and lacked clarity.
Users hesitated to upgrade due to uncertainty about cancellation flexibility and refund policies.
Some users wanted a "Pause Subscription" option instead of fully canceling.
Alternative downgrade choices (e.g., a lower-cost plan) were expected but not available.
4. Insights & Opportunity Areas 🗝️
4. Insights & Opportunity Areas 🗝️
Insight 1
Lack of clarity in premium benefits.
Free users don't fully understand what ChatGPT Plus offers, making them hesitant to upgrade.
"I’ve thought about upgrading, but I don’t know if it would actually change how I use ChatGPT."
"Is it just faster replies, or do I get better responses too? It’s not very clear."
"I see the upgrade option all the time, but I don’t really know what I’d be paying for."
Opportunity area:
HMW clearly and compellingly communicate the value of ChatGPT Plus so users understand its benefits before making a decision?Insight 2
Uncertainty makes them think twice.
Many users hesitate to upgrade because they fear a complicated cancellation process.
"I considered upgrading, but I wasn’t sure if I could cancel easily, so I didn’t go through with it."
"I had to look up how to downgrade because it wasn’t obvious where to
do it."
"I wish there was a trial or a way to test it before paying."
Opportunity area:
HMW reduce friction and uncertainty in the subscription and cancellation process so users feel confident when upgrading to Plus?Insight 3
Limited perception of value in ChatGPT Plus.
Premium users expected more exclusive features beyond faster responses and priority access.
"Other AI tools offer more for premium users—why doesn’t ChatGPT have extra tools or integrations?"
"I subscribed because I needed better performance, but honestly, I expected more for the price."
"It feels like I’m just paying to remove the slowdowns, not for actual new features."
Opportunity area:
HMW enhance the perceived value of ChatGPT Plus by offering benefits that clearly differentiate it from the free version and other AI tools?Insight 4
Free users feel limited, causing frustration.
Some free users feel that ChatGPT is limiting their experience too much, which makes them frustrated rather than motivated to upgrade.
"Sometimes I feel like I'm being pushed to upgrade just because the free version is too limited."
"I don’t mind some restrictions, but it’s annoying when I get cut off in the middle of a conversation."
"It feels like the free plan is intentionally bad to force me to pay. I’d rather just use a different AI tool."
Opportunity area:
HMW design a free-tier experience that encourages upgrading to Plus without creating frustration or a sense of forced limitations?Insight 5
Users don´t see a long-term reason to stay subscribed
to Plus.Some premium users subscribe for short-term needs and then cancel because they don’t see ongoing value.
"I got Plus for a specific task, but after that, I didn’t feel the need to keep paying."
"It’s useful, but I don’t see a strong reason to stay subscribed every month."
"Maybe if there were exclusive features that built over time, I’d keep my subscription."
Opportunity area:
HMW provide long-term benefits that foster loyalty and continuous value for ChatGPT Plus subscribers?
Shaping the Design Challenge ⚙️
Shaping the Design Challenge ⚙️
After analyzing user research and identifying key insights, the next step is to refine the problem statement. This helped me in designing solutions tailored to real user needs.
After analyzing user research and identifying key insights, the next step is to refine the problem statement. This helped me in designing solutions tailored to real user needs.
After analyzing user research and identifying key insights, the next step is to refine the problem statement. This helped me in designing solutions tailored to real user needs.
How might we improve the communication of ChatGPT Plus benefits, make the subscription experience smoother, and introduce new premium features that make the upgrade more valuable—while ensuring free users still have a positive experience?
How might we improve the communication of ChatGPT Plus benefits, make the subscription experience smoother, and introduce new premium features that make the upgrade more valuable—while ensuring free users still have a positive experience?
How might we improve the communication of ChatGPT Plus benefits, make the subscription experience smoother, and introduce new premium features that make the upgrade more valuable—while ensuring free users still have a positive experience?
Ideation 💡
Ideation 💡
To generate meaningful solutions, I used a combination of:
Brainstorming → To explore multiple ideas quickly.
MoSCoW Prioritization → To decide which ideas are must-haves vs. nice-to-haves.
User-Centric Validation → Ensuring ideas align with actual user needs from research.
To generate meaningful solutions, I used a combination of:
Brainstorming → To explore multiple ideas quickly.
MoSCoW Prioritization → To decide which ideas are must-haves vs. nice-to-haves.
User-Centric Validation → Ensuring ideas align with actual user needs from research.
Free User Experience →
Free User Experience →
Lack of Clarity in Plus Benefits →
Lack of Clarity in Plus Benefits →
Lack of Clarity in Plus Benefits →
Suscription Flexibility &
Transparency →
Suscription Flexibility &
Transparency →
Suscription Flexibility &
Transparency →
Enhancing Premium Features →
Enhancing Premium Features →
Enhancing Premium Features →
Pricing Page Revamp
Pricing Page Revamp
Pricing Page Revamp
Clearer Cancellation UX,
Pause Suscription Option
Clearer Cancellation UX,
Pause Suscription Option
Clearer Cancellation UX,
Pause Suscription Option
Productivity Tool Integrations
Productivity Tool Integrations
Productivity Tool Integrations
Solution Chosen
Solution Chosen
Prototyping & Design 🖊️
Prototyping & Design 🖊️
I created 3 prototypes to explore how design can clarify Plus benefits, simplify subscriptions, and make the premium experience feel truly valuable.
I created 3 prototypes to explore how design can clarify Plus benefits, simplify subscriptions, and make the premium experience feel truly valuable.
I created 3 prototypes to explore how design can clarify Plus benefits, simplify subscriptions, and make the premium experience feel truly valuable.
Prototype 1: Feature Comparison UI Revamp
🔹 Problem:
Many free users don’t fully understand the differences between Free & Plus, leading to hesitation in upgrading.✅ Solution:
✔ Clear explanations of the plans and a table with clear examples of what you can do with each plan.
✔ Friendly, approachable language—so anyone can easily understand the benefits.
✔ Emojis integrated throughout to match ChatGPT's natural communication style.
✔ Other plans separated into a dedicated section, with a button on the left for "Other Plans" to avoid overwhelming users.
🚀 The goal:
Make upgrading to Plus a clear, easy, and informed decision—without any confusion!
From this ⬇️
To this ⬇️
New chat
AI Chat Tool Ethics
Al Chat Tool Impact Writing
New chat
Clear conversations
Light mode
My account
Updates & FAQ
Other plans
Log out
Free vs. Plus: What Can You REALLY Do?
ChatGPT helps with everything from answering questions to generating content,
but not all versions are the same.
Upgrade to Plus for faster, smarter, and more powerful AI capabilities.Free (GPT-3.5) – The Basics:
👉 Works well for simple tasks, but has limitations.
✅ Answer general questions.
✅ Write emails, messages, and basic articles.✅ Summarize text (but you must copy and paste manually).
✅ Give basic creative ideas.
✅ Help with coding, but makes more mistakes.
⏳ Slower during peak hours and less accurate.Plus (GPT-4 & More) – AI Without Limits
🛵 If Free is a bicycle, Plus is a high-speed electric scooter. 🚀
✅ Upload & analyze files – PDFs, Excel, and more.
✅ Generate images – Logos, illustrations, and creative visuals.
✅ Write pro-level content – Emails, reports, and articles.
✅ Create structured tables – Organize data instantly.
✅ Advanced coding help – Debug, optimize, and learn.
✅ Access custom GPTs – Experts in coding, design, and business.
✅ Faster & always available – No slowdowns, no waiting.🔥 More power, more speed, more possibilities.
Which ChatGPT Plan Is Right for You?
See the key differences at a glance.
Feature
Accuracy & Depth
Speed
File Analysis
Table Creation
Image generation
Image Editing
Explore other GPTs
Personalization
Free
❌ Sometimes repeats answers or gets confused.
❌ Slows down during peak times.
❌ Cannot analyze documents.
❌ Not available.
❌ Not available.
❌ Not available.
❌ Not available.
❌ Not available.
Plus
✅ More logical, detailed, and creative responses.
✅ Always fast, no waiting.
✅ Upload PDFs, Excel, TXT & get instant summaries.
✅ Turns data into ready-to-use tables.
✅ Creates images from text. (Example: Design a minimalist logo)
✅ Modify AI-generated images!
✅ Access specialized GPTs: a coding expert, a logo designer, a travel planner.
✅ Create your own ChatGPT with personalized instructions.
Is Plus Worth It?
👉 If you only ask basic questions, Free is fine.
👉 If you want speed, accuracy, file analysis, image creation, and access to specialized GPTs, Plus is a productivity powerhouse.🔥 Plus turns ChatGPT into your all-in-one assistant.
From writing reports to designing logos or analyzing contracts in PDFs.📌 Now that you know… still sticking with Free?
Type message
Prototype 2: Improved Subscription & Cancellation Flow
🔹 Problem:
Many users hesitate to upgrade because they fear a complicated cancellation process or feeling locked into the subscription.✅ Solution:
✔"Pause Subscription" option instead of forcing immediate cancellation.
✔ Step-by-step cancellation flow that clearly explains refund policies.
✔ Alternative downgrade options (e.g., a lighter plan instead of full cancellation).
🚀 The goal:
Clear, flexible, and friendly subscription management that builds user trust.From this ⬇️
To this ⬇️
Plus
Manage Your Subscription
Take control of your ChatGPT plan with flexible options: pause, downgrade, or cancel anytime.
No hidden fees, no stress.
What would you like to do?
Pause Subscription
Take a break and
resume later
Switch Plans
Explore a lighter or more
affordable option.
Cancel Subscription
End your plan with clear
refund details.
Your AI, your choice. Manage it easily right here.
Type message
Prototype 3: Enhancing Premium Features for Retention
🔹 Problem:
Plus users feel they’re only paying to remove free-tier limits, rather than getting high-value exclusive features.
✅ Solution:
✔ Integration with Notion, Google Docs, Slack, G-Suite, etc.- making ChatGPT part of their workflow.
🚀 The goal:
To offer real value through exclusive features, integrate ChatGPT into users' daily workflows, and clearly differentiate the Plus experience from the free version.
From this ⬇️
To this ⬇️
Share in Slack
Generate PowerPoint
Create Email
Export to Google Docs
Link Your Apps
User Testing & Iterations 💻
User Testing & Iterations 💻
Once the high-fidelity prototypes were ready, they were tested with some of the previous interviewees to gather feedback.
👥 User Testing Approach
5 Free users & 5 Plus users tested different prototypes.
Success Metrics:
✅ Understanding of Plus benefits improved?
✅ Did users feel more confident upgrading/canceling?
✅ Did Plus users feel the subscription had more value?
📝 Key Findings from Testing
✔ 5/5 of free users better understood Plus benefits after seeing the redesigned comparison UI.
✔ 3/5 users felt more confident upgrading due to clearer cancellation options.
✔ 4/5 Plus users said the integrations made them more likely to stay subscribed.
The feedback confirmed that even small UX improvements can shift perceptions in a big way. Clearer communication, better flexibility, and more visible value helped users feel more informed and in control—making both upgrading and staying with Plus feel like easier, more confident decisions.
Once the high-fidelity prototypes were ready, they were tested with some of the previous interviewees to gather feedback.
👥 User Testing Approach
5 Free users & 5 Plus users tested different prototypes.
Success Metrics:
✅ Understanding of Plus benefits improved?
✅ Did users feel more confident upgrading/canceling?
✅ Did Plus users feel the subscription had more value?
📝 Key Findings from Testing
✔ 5/5 of free users better understood Plus benefits after seeing the redesigned comparison UI.
✔ 3/5 users felt more confident upgrading due to clearer cancellation options.
✔ 4/5 Plus users said the integrations made them more likely to stay subscribed.
The feedback confirmed that even small UX improvements can shift perceptions in a big way. Clearer communication, better flexibility, and more visible value helped users feel more informed and in control—making both upgrading and staying with Plus feel like easier, more confident decisions.
Once the high-fidelity prototypes were ready, they were tested with some of the previous interviewees to gather feedback.
👥 User Testing Approach
5 Free users & 5 Plus users tested different prototypes.
Success Metrics:
✅ Understanding of Plus benefits improved?
✅ Did users feel more confident upgrading/canceling?
✅ Did Plus users feel the subscription had more value?
📝 Key Findings from Testing
✔ 5/5 of free users better understood Plus benefits after seeing the redesigned comparison UI.
✔ 3/5 users felt more confident upgrading due to clearer cancellation options.
✔ 4/5 Plus users said the integrations made them more likely to stay subscribed.
The feedback confirmed that even small UX improvements can shift perceptions in a big way. Clearer communication, better flexibility, and more visible value helped users feel more informed and in control—making both upgrading and staying with Plus feel like easier, more confident decisions.
Conclusion 🔚
Conclusion 🔚
Due to project scope and time constraints, a second round of iteration was not completed. However, the insights gathered during the initial sessions were strong enough to validate key assumptions, prioritize improvements, and confidently guide design decisions.
During the process, it became clear that many users hesitated to upgrade because they didn’t fully understand what they were paying for. The value of ChatGPT Plus wasn’t obvious—many felt it was simply about removing limits rather than gaining meaningful benefits. Additionally, the subscription flow felt rigid, raising concerns about cancellation and flexibility.
Ultimately, this project was about building clarity, trust, and ease into the user experience. Whether someone is a free user considering the upgrade or a current subscriber evaluating whether to stay, the journey now feels more intuitive, empowering, and stress-free.
Due to project scope and time constraints, a second round of iteration was not completed. However, the insights gathered during the initial sessions were strong enough to validate key assumptions, prioritize improvements, and confidently guide design decisions.
During the process, it became clear that many users hesitated to upgrade because they didn’t fully understand what they were paying for. The value of ChatGPT Plus wasn’t obvious—many felt it was simply about removing limits rather than gaining meaningful benefits. Additionally, the subscription flow felt rigid, raising concerns about cancellation and flexibility.
Ultimately, this project was about building clarity, trust, and ease into the user experience. Whether someone is a free user considering the upgrade or a current subscriber evaluating whether to stay, the journey now feels more intuitive, empowering, and stress-free.
Due to project scope and time constraints, a second round of iteration was not completed. However, the insights gathered during the initial sessions were strong enough to validate key assumptions, prioritize improvements, and confidently guide design decisions.
During the process, it became clear that many users hesitated to upgrade because they didn’t fully understand what they were paying for. The value of ChatGPT Plus wasn’t obvious—many felt it was simply about removing limits rather than gaining meaningful benefits. Additionally, the subscription flow felt rigid, raising concerns about cancellation and flexibility.
Ultimately, this project was about building clarity, trust, and ease into the user experience. Whether someone is a free user considering the upgrade or a current subscriber evaluating whether to stay, the journey now feels more intuitive, empowering, and stress-free.
My final reflection: My First Solo UX Project📝
My final reflection:
My First Solo UX Project📝
My final reflection:
My First Solo UX Project📝
Important
Important
This project was a big challenge for me, but also a really exciting experience. It was the first time I developed a UX project entirely on my own, from research to prototyping to final refinements. That alone made it feel like a huge milestone in my journey as a designer.
I chose ChatGPT because I was genuinely curious about how real users feel about it. I use it myself, but I wanted to dig deeper—what makes people upgrade? What frustrates them? What would make the experience better? It was really interesting to see different perspectives and understand how small UX changes could make a big difference.
Throughout this project, I got to sharpen both my research and UI skills, and honestly, it pushed me out of my comfort zone in the best way. Since I was handling everything alone, I had to make all the decisions—what to prioritize, what to test, what to refine—which at times felt overwhelming but also incredibly rewarding.
Now that it’s all wrapped up, I can say I’m really happy with the result. It’s one thing to work on a UX project, but doing it start to finish, solo, gave me a whole new level of confidence. Definitely excited to take on more projects like this in the future!
This project was a big challenge for me, but also a really exciting experience. It was the first time I developed a UX project entirely on my own, from research to prototyping to final refinements. That alone made it feel like a huge milestone in my journey as a designer.
I chose ChatGPT because I was genuinely curious about how real users feel about it. I use it myself, but I wanted to dig deeper—what makes people upgrade? What frustrates them? What would make the experience better? It was really interesting to see different perspectives and understand how small UX changes could make a big difference.
Throughout this project, I got to sharpen both my research and UI skills, and honestly, it pushed me out of my comfort zone in the best way. Since I was handling everything alone, I had to make all the decisions—what to prioritize, what to test, what to refine—which at times felt overwhelming but also incredibly rewarding.
Now that it’s all wrapped up, I can say I’m really happy with the result. It’s one thing to work on a UX project, but doing it start to finish, solo, gave me a whole new level of confidence. Definitely excited to take on more projects like this in the future!
This project was a big challenge for me, but also a really exciting experience. It was the first time I developed a UX project entirely on my own, from research to prototyping to final refinements. That alone made it feel like a huge milestone in my journey as a designer.
I chose ChatGPT because I was genuinely curious about how real users feel about it. I use it myself, but I wanted to dig deeper—what makes people upgrade? What frustrates them? What would make the experience better? It was really interesting to see different perspectives and understand how small UX changes could make a big difference.
Throughout this project, I got to sharpen both my research and UI skills, and honestly, it pushed me out of my comfort zone in the best way. Since I was handling everything alone, I had to make all the decisions—what to prioritize, what to test, what to refine—which at times felt overwhelming but also incredibly rewarding.
Now that it’s all wrapped up, I can say I’m really happy with the result. It’s one thing to work on a UX project, but doing it start to finish, solo, gave me a whole new level of confidence. Definitely excited to take on more projects like this in the future!
