IBM · Cloud Support · Dec 2024 – Mar 2025

IBM Cloud Support — Enterprise Savings Plan (ESP) pricing model.

Led design iterations for the Enterprise Savings Plan pricing model — mapping the complete user journey from discovery through three-tier plan comparison to Sales hand-off, and redesigning the catalog tile, plan comparison, support center upgrade prompt, and case management views.

Pricing UXUser Flow DesignCatalog DesignEnterprise UXIBM Carbon
Timeline
Dec 2024 – Mar 2025
Support Tiers
3 Plans
Collaborators
Robert Harley, Claire Turner
IBM Carbon
Aligned
Context & Starting Point

How it started

IBM Cloud offers three support tiers: Basic (free), Advanced (USD 200/month minimum, 10% of spend), and Premium (USD 10,000/month minimum or 10% of spend). The Enterprise Savings Plan (ESP) is a commitment-based pricing model where enterprise customers pre-commit to a spend level and receive proportional discounts. The existing UI did not make this value proposition clear or guide users through the plan selection decision effectively.

In December 2024, I was brought in to lead design iterations for the ESP pricing model, working with Robert Harley, Claire Turner, Brendan Fitzpatrick, and Vijay Agarwal.

User Journey

Mapping the full journey

Step 1
Discovery
User arrives via Google, IBM marketing pages, or IBM Docs. Redirected to Login / Signup. w3id IBM Security Verify authentication for existing accounts.
Step 2
Catalog — IBM Cloud Support tile
IBM Cloud Support appears as a catalog tile — "Three plans, one integrated experience." The tile needed to clearly communicate what IBM Cloud Support is and invite comparison.
Step 3
Plan comparison page
Three-plan comparison: Basic (free), Advanced (10% of spend, min USD 200/month), Premium (10% of spend or USD 10,000/month). Clear differentiation at a glance — features, pricing, response times.
Step 4
Premium → Complete with Sales
Premium plan requires a Sales transaction. Designed the hand-off modal clearly: "Complete Your Transaction with Sales." No dead ends or ambiguous next steps.
Step 5
Support Center — Upgrade prompt
Basic plan users see a persistent "Upgrade Now" prompt in the Support Center. Designed the upgrade path and case management views: View your cases, Open a case.
Outcome

What was delivered

  • Catalog tile redesign — clearer value proposition for IBM Cloud Support
  • Three-plan comparison layout — pricing anchored prominently, scannable at a glance
  • Premium Sales hand-off modal — unambiguous next step for Premium buyers
  • Support Center upgrade prompt — contextual "Upgrade Now" for Basic plan users
  • Case management views — View your cases and Open a case flows, IBM Carbon aligned
Previous
Resource List Filter