Detail Connect
August 2026
Designing an In-App Subscription Management Experience
Overview
Detail Connect is a SaaS CRM platform that helps mobile auto detailers manage bookings, clients, scheduling, invoicing, payments, and day-to-day business operations.
While detailers could cancel their subscription through the App Store or Google Play, the business had little visibility into why users were leaving. At the same time, managing subscriptions required users to leave the app, creating a disconnected experience.
I designed an in-app subscription management experience that allowed detailers to view their current plan, manage their subscription, and provide cancellation feedback before being redirected to the appropriate app store to complete the cancellation process.
The Problem:
Detailers had to leave the app to manage their subscription, while the business had no clear insight into why users were canceling.
The Goal:
Design an in-app subscription management experience that simplified subscription management while helping the business better understand customer churn.
Users:
Mobile auto detailers.
My Contribution:
End-to-end UX/UI design, interaction design, prototyping, design iterations, developer handoff preparation, implementation review.
Challenge
My challenge was to design a subscription management experience that felt transparent and easy to use while supporting the business need to collect cancellation feedback. Users needed to manage their subscription without unnecessary friction, while the business needed meaningful insights into why detailers chose to cancel.
The experience also needed to support:
Viewing the current subscription plan
Switching subscription plans
Subscription cancellation
Cancellation feedback
Redirecting users to the App Store or Google Play to complete cancellation
while keeping the overall experience simple and trustworthy.
Understanding the Context:
Subscription management involved balancing two different needs. Detailers expected a straightforward way to manage or cancel their subscription, while the business wanted to understand why users were leaving before they completed the cancellation process.
Before designing, I reviewed how subscription management fit within the existing profile experience and how cancellation could be introduced without making users feel blocked or pressured. This helped ensure the experience remained transparent while still supporting the business objective of collecting meaningful feedback.
Solution
Key Design Decisions:
Keeping Subscription Management Inside the App:
Rather than forcing users to immediately leave the application, I designed a dedicated Manage Subscription page where detailers could review their current subscription and begin managing their plan from within the app.
Design Impact:
Providing a centralized subscription experience reduced friction and gave users a clear place to manage their account.
Collecting Feedback Before Cancellation:
Instead of immediately redirecting users to the App Store or Google Play, I introduced a cancellation feedback step that allowed detailers to share why they were leaving before completing the cancellation.
Design Impact:
Collecting feedback before cancellation provided the business with valuable insight into customer churn while keeping the process optional and respectful of the user's decision.
Maintaining a Transparent Cancellation Experience:
After submitting feedback, users were redirected to the appropriate subscription management page to complete the cancellation. The experience was designed to support the existing subscription process rather than replace it.
Design Impact:
Keeping the cancellation flow transparent helped users understand what would happen next while maintaining consistency with platform subscription requirements.
Iteration
Design reviews focused on strengthening the subscription experience while better supporting business goals. The final iteration emphasized subscription value and reinforced product credibility without changing the overall subscription workflow.
Outcome
The Manage Subscription feature was successfully implemented as part of the Detail Connect application.
What Shipped:
In-app subscription management
Current subscription overview
Subscription plan management
Cancellation feedback flow
App Store / Google Play redirection
