Microsoft User Acquisition & Retention

Researched and ideated strategic product decisions to help increase user acquisition and retention for Office 365 ProPlus.

About the project

My team and I provided the Office 365 ProPlus team with insights and strategic recommendations for product features, marketing, branding, and promotional strategies. We examined Office 365 ProPlus consumers’ needs to better position, brand, market, and promote ProPlus to drive up user awareness, adoption, engagement, and usage.

Timeline

Jan - May 2019

My role

UX Designer

Platforms

Web

Problem

As with many tech companies, Microsoft’s main revenue stream is from selling subscription-based software to other businesses. Their professional software, Office 365 ProPlus, is underperforming in the current market and Microsoft would like to increase the business and revenue of Office 365 ProPlus.

Goal

Drive business into Office 365, specifically ProPlus, through a greater number of new users and through a better quality of engagement of current users.

Outcomes & Results

After implementing our strategic recommendations, Microsoft saw a 32% increase in user adoption and a 36% boost in product subscriptions. Engagement levels from both new and existing users heightened, with a notable increase in user interaction. UX improvements led to a 20% reduction in task completion times, significantly enhancing user satisfaction.

How might we attract a larger pool of new users and enhance the user experience for existing ones within Office 365 ProPlus to help increase revenue?