The M365 Admin Center is a portal where businesses manage subscriptions and billing for their Microsoft 365 services. I redesigned its delete payment method experience to guide users through blockers, improve completion rates, and reduce support burden.
Lead Designer
Aug — Dec 2024
UXR, Product, Engineering
Many customers struggled to delete their payment methods, with over 40% of total attempts failing. Users were blocked from deleting their card when active subscriptions were tied to it.
Misleading error
Even though user hasn't taken an invalid action.
Missing context
About which subscriptions are blocking deletion.
No recovery path
To replace the card or manage subscriptions.
I initially explored moving the experience to a guided step-by-step wizard for added clarity but ultimately didn’t pursue it, as it introduced unnecessary friction.
My initial iteration of a modal experience includes listing the subscriptions tied to the card being deleted and allowing users to update the payment method for those subscriptions.
Banner is visually disconnected
Sits apart from key content, making it easy for users to overlook or miss.
Subscriptions list is overwhelming
Difficult to scan when many items are shown and lacks visual hierarchy.
Incorporates the feedback I received from my initial iteration.
Inline messaging explains what’s blocking delete and next steps.
Subscriptions tied to card presented in a data grid for easy scanning.
Manage CTA lets users cancel tied subscriptions if needed.
Built-in flow to update subscriptions by using a saved or new card.
The redesigned delete payment method flow shipped in January 2025. By removing error blocks and embedding subscription update actions, users can resolve delete issues on their own. This has greatly reduced support volume and improved satisfaction with M365 billing.
15% decrease
in monthly support related to delete
25% increase
in successful delete attempts
28-point increase
in Net Promoter Score for delete
Through this project, I learned the importance of providing clear, actionable guidance. Users need built-in solutions to complete tasks confidently, not just surfaced blockers. I also gained experience designing around system constraints and edge cases without adding friction.
