Matcha.com · Subscription App
Subscribers who can change their own delivery.
A recurring order is only convenient while it still matches the month you are having. We launched Matcha.com’s native iOS and Android app around giving subscribers the controls themselves, with points and personalised discovery alongside.
Project Scope
The cancel button is what you reach for when nothing else works.
Subscription controls, a points programme and personalised discovery moved into one app, with push carrying products, education and delivery updates.
Most subscription churn is a scheduling problem.
People rarely stop wanting the product. They go away for three weeks, or a tin is still half full, or they would rather have a different blend this time.
When the only self-service option is cancelling, a solvable timing problem becomes a lost customer. Everything short of cancelling used to mean emailing support and waiting.
Give someone a way to move a delivery and they move it. Give them only a cancel button and they cancel.
What We Built
A native app built around the controls a subscriber actually needs, then reasons to open it between deliveries.
The Subscription, Under Their Own Control
Skip, pause, swap, reschedule, or add to the next shipment.
Subscribers skip a delivery, pause the plan, swap one product for another, move a delivery date, and add items to a shipment that has not gone out yet — all without opening a support thread.
Every one of those is an alternative to cancelling that did not previously exist on a phone.
Points for More Than Buying
Matcha Points from purchases, referrals and other actions.
The points programme rewards purchases, referrals and other actions, so the balance keeps growing between orders rather than only at checkout.
Personalised, and Pushed With a Reason
Tailored products and content, with rich-media push.
Personalised products, content and promotions shape what each customer sees, and targeted rich-media push notifications carry products, educational content and subscription updates.
A notification about a delivery you can still change is useful. That is what keeps the app installed.
The Outcome
Matcha.com ships on the App Store and Google Play, with subscription control, points and personalised discovery in one place. The mobile channel added revenue rather than moving it off the web storefront.
- Mobile
- Native app launched
- iOS + Android
- Both platforms shipped
- Self-serve
- Subscribers control their own deliveries
How many of your cancellations were really a timing problem?
Bring the subscription flow and whatever support currently handles by hand. We will start with the change people ask for most.