CASE STUDY
Charleston Coffee Roasters Redesign
Founded by veteran coffee importer Lowell Grosse in 2005, Charleston Coffee Roasters creates a craft coffee experience as rich in flavor and character as Charleston itself. Within the company’s Charleston facility, each coffee bean is slooow-roasted in small batches by master roasters, with constant “cupping” to ensure quality.
Fewer Cancellations
48%
After 3 Months
A cleaner, mobile-friendly experience reduced subscription cancellations nearly in half.
More People Signing Up
1.3x
After 3 Months
Streamlined account management boosted sign-ups, driven by referrals and positive user experiences.
Operational Gains
124hrs
Saved Each Month
Automation cut tedious back-and-forth, freeing the team to focus on growth instead of support.
Overview
When Charleston Coffee Roasters first approached us, they sought a solution to elevate their online sales and refine their WooCommerce subscription experience. They needed a team that excelled in both design and development to enhance the user experience for managing subscriptions, a task that had previously stumped other developers. Our extensive expertise, showcased through successful projects like Safer, made us the ideal partner to tackle their needs and deliver exceptional results.
Client Background
Charleston Coffee Roasters thrives on providing an outstanding subscription-based service, where customer satisfaction is their priority. Known for their commitment to quality, they needed a seamless user experience to ensure their customers could effortlessly manage their subscriptions. By improving the user interface, they aimed to enhance customer retention and maintain their stellar reputation.
The Challenge
Charleston Coffee Roasters needed to improve the way their customers interacted with their subscription service. The existing user interface was creating a lot of friction, making it difficult for customers to manage their subscriptions with ease. This was leading to a less-than-ideal user experience and posed a risk to customer retention.
The Solution
Charleston Coffee Roasters needed a transformation that would simplify the subscription management process and retain their customer base. The main issue they faced was a cumbersome user interface that made it difficult for customers to find settings and edit their subscriptions. What Charleston Coffee Roasters needed from us was a solution that not only addressed these usability issues but did so in a way that required minimal guidance on their part. They sought a self-driven team that could dive in, identify the problems, and implement effective solutions directly and effectively without constant oversight.
Easy-to-Use on Any Device
Every page and action was redesigned to fit perfectly on mobile screens, ensuring all options are easy to find and use without zooming or scrolling endlessly. This created a smooth, frustration-free experience for customers on the go.
Simplified Product Management
We revamped the product display so users can quickly edit, replace, or add items without navigating through multiple pages. This made managing products faster, easier, and more user-friendly.
Seamless Mobile Navigation
We reoriented key actions into a vertical layout, giving more room to showcase content and making the flow just as smooth on small screens as on desktop. This kept navigation intuitive and effortless.
One-Click Product Changes
Instead of sending users back through the checkout process, we built a quick-select popup directly in the subscription view. Customers can now choose and edit products in seconds, reducing confusion and improving retention.
Quick Product Swap
We introduced a direct replace feature, letting customers swap products instantly without the hassle of deleting and re-adding items. This made changes quicker and far more convenient.
Cleaner, More Helpful Account Page
Inactive subscriptions are now neatly tucked away under a “Canceled” dropdown, keeping the main view clean and focused. We also added a helpful FAQ section so customers can solve common issues without contacting support.
Clear Change Confirmation
To make changes crystal clear, we added a confirmation screen showing both the current product and the replacement. This prevents mistakes, builds trust, and ensures customers know exactly what’s changing.
Beverly Stotz
Charleston Coffee Roasters
”After redesigning our subscriptions dashboard page with NLS churn went down 48% within 3 months!”
How Charleston Coffee Improved Subscription Retention with Better UX
Beverly shares how a focused approach to subscription experience and WooCommerce customization reduced churn, simplified account management, and kept more customers active over time, resulting in nearly a 50% improvement in retention.
