Leverage loss aversion to drive subscription upgrades

Care.com Care.com purchase


Care.com uses loss aversion to encourage users to upgrade their subscription by showing a preview of a message response, but requiring an upgrade to view the full response.
a screenshot of the purchase flow explaining how to Leverage loss aversion to drive subscription upgrades
a screenshot of the purchase flow explaining how to Leverage loss aversion to drive subscription upgrades
a screenshot of the purchase flow explaining how to Leverage loss aversion to drive subscription upgrades

Business Outcome

Increased Subscription Revenue

By leveraging loss aversion, Care.com aims to drive more users to upgrade their subscriptions in order to access the full content of their messages. This directly translates to increased subscription revenue for the business.

Behavioral Outcome

Feeling of Loss

When users see a preview of a message response but can't access the full content without upgrading, it triggers a fear of missing out on potentially important information. This feeling of loss drives users to take action and upgrade their subscription.

The Behavioral Science

Loss Aversion

Loss aversion is the tendency for people to prefer avoiding losses over acquiring equivalent gains. In other words, the pain of losing is psychologically more powerful than the pleasure of gaining.

How It Works

In the screenshot, Annemarie M. has responded to the user's job posting. However, the user can only see a preview of the response, with the full message hidden behind the "Upgrade to reply" button.

By partially obscuring the message, Care.com is essentially taking something away from the user - the ability to fully read and respond to the message. The user's innate loss aversion makes them want to avoid losing access to this potentially important communication, driving them to upgrade.

The star emoji and "Annemarie applied for your job" text further emphasize the significance of the message, increasing the perceived value of what the user stands to lose by not upgrading.

How It Might Backfire

Frustration and Churn

If users feel that Care.com is unfairly withholding information from them or using manipulative tactics, it could lead to frustration and resentment. Some users may choose to stop using the platform altogether rather than give in to the pressure to upgrade.

How To Test

A/B Tests

To test the effectiveness of this tactic, Care.com could run an A/B test with two user groups:

Group A sees the loss aversion messaging tactic (message preview with upgrade prompt) Group B sees full messages without any upgrade prompts

By comparing the subscription upgrade rates between the two groups, Care.com can measure the impact of the loss aversion tactic on driving upgrades.

They could also track user engagement and churn rates to assess any potential negative effects of the tactic.

Frequently Asked Questions

To enhance a product-led growth (PLG) model using Care.com's purchase tactic, leverage loss aversion to drive subscription upgrades. Implement a system where users can see previews of valuable content or features, but require an upgrade to access the full benefits.

For example, allow free users to view partial responses to their job postings, but require a subscription upgrade to see the complete message and reply. This creates a sense of urgency and motivates users to upgrade, accelerating their journey through the product adoption funnel. By strategically limiting access to high-value features, you can increase conversion rates and drive revenue growth in your PLG model.

To improve conversion rates using Care.com's purchase tactic, implement loss aversion strategies in your upgrade funnel. Show users a preview of premium features or content, but require an upgrade to access the full value.

For instance, display partial messages or limited search results to free users, with a clear call-to-action to upgrade for full access. This creates a feeling of missing out on important information, which can be a powerful motivator for conversions. A/B test different preview lengths and upgrade prompts to find the optimal balance between providing value and encouraging upgrades. By leveraging loss aversion, you can increase the perceived value of your premium offerings and drive higher conversion rates.

To optimize your website using Care.com's purchase tactic, incorporate loss aversion elements throughout the user journey. Implement preview features that give users a taste of premium content or functionality, but require an upgrade to fully access.

For example, show truncated search results or blurred premium content with an 'Upgrade to View' overlay. Use persuasive copy that emphasizes what users stand to lose by not upgrading. Ensure that the preview provides enough value to pique interest, but not so much that users feel satisfied without upgrading. Regularly analyze user behavior and engagement metrics to refine your approach and maximize the effectiveness of this tactic in driving conversions and improving overall website performance.

To A/B test Care.com's purchase tactic, create two versions of your upgrade funnel: one with the loss aversion messaging (version A) and one without (version B). In version A, implement message previews with upgrade prompts, while in version B, either show full messages or use a different upgrade strategy.

Randomly assign users to each version and track key metrics such as upgrade rates, time-to-upgrade, and user engagement. Also monitor potential negative effects like user frustration or churn rates. Complement quantitative data with qualitative feedback through user surveys to understand the perceived value and user sentiment towards each approach.

Analyze the results to determine which version leads to higher conversion rates and better overall user satisfaction. Use these insights to refine your upgrade strategy and optimize your conversion funnel.

Care.com's purchase tactic can improve user experience by creating a sense of anticipation and value around premium features. By providing a preview of responses or content, users get a taste of the potential benefits, which can increase their motivation to engage more deeply with the platform.

However, it's crucial to balance this tactic with user satisfaction. While the preview can create excitement, it's important not to frustrate users by withholding too much information. The key is to provide enough value in the preview to demonstrate the worth of upgrading, while clearly communicating the additional benefits of a premium subscription. When implemented thoughtfully, this approach can guide users towards a more feature-rich experience that better meets their needs, ultimately leading to higher satisfaction and engagement with the platform.