Problem 3: Confusing Premium Feature Messaging
Clarity builds trust — confusion drives users away.
“I don't mind paying. I just want to know exactly what we're getting.” - Jen
Problem
Users expressed confusion and frustration about Medisafe’s upgrade process. There is little distinction between free and premium features, and upgrade prompts are often sudden or unclear. This lack of transparency causes users — especially caregivers and seniors — to distrust the app or disengage entirely.
Addressing these issues is critical for creating trust and preventing unnecessary drop-off, especially among those who rely on clarity and predictability.
Heuristics Violated
Solutions
Transparent, Respectful Premium Messaging
Comparison screen
Free vs Premium
Contextual nudges
Prompt after completing
relevent task
Usage tracker
For free plan — 3 out
of 10 meds used
Learn more tooltips
Why These Solutions Help
• Builds user trust and clarity
• Supports confident upgrade decisions
• Reduces drop-off from confusion or fear of being charged
Research Insight
Studies by Google Design, Arity, and MoldStud show that over 60% of users are more likely to trust and engage with apps that provide transparent pricing and upgrade information.
Lack of clarity can erode trust and increase chances of users abandoning the app. Clear messaging during the upgrade process leads to higher satisfaction and retention.
Source: FasterCapital, 2025