Designing a secure, scalable, and trust-first ownership transfer experience for subscription-based furniture commerce.

According to internal business understanding, a large percentage of users lived in shared apartments and they frequently

 relocating, changing roommates, or moving cities had only one option

: cancel their subscription and return furniture leading to revenue loss, operational costs, and poor experiences.

Instead of losing subscriptions, we designed a complete ownership transfer ecosystem that preserves revenue while building trust through transparent communication and guided flows

I started by asking a simple question why are people cancelling? What I found wasn't a product problem. It was a life problem that the product had no answer for.

I analysed 200+ support tickets and ran 8 user interviews with people who had recently cancelled. 

Customer Success teams repeatedly received support requests related to relocation, roommate transitions, and subscription ownership transfer.

On the surface it looked simple just let someone hand off their plan. But once I mapped the full flow, four real problems showed up that each needed their own solution.

35% percentage of users lived in shared apartments and frequently relocated due to career transitions, roommate changes, or city movements but had no way to transfer subscriptions.

Where  two different users had to complete actions separately, each with their own concerns and expectations.

Most of the time users spent in this flow was just… waiting. I had to design each waiting moment as its own problem not just a spinner between two screens.

Building a State System, Not Just Screens

Early on I realised I wasn't designing screens I was designing a state machine

Nine distinct states, two user roles, three notification channels. I needed a system that could handle all combinations without breaking down.

Passing a sofa subscription to someone else sounds simple. It wasn't.

Two different people had to act at different times, a real team had to manually check documents, and the app had to hold everything together in between without losing track of anything.

Every decision had a cost. Here's what we chose, why, and what we gave up.

Before moving into detailed wireframes, we created multiple future-state journey explorations using 

We explored multiple iterations of the subscription transfer experience to refine flow structure, ownership transitions, state management, and trust communication.

Each iteration helped validate different approaches around transfer eligibility, KYC verification, asynchronous user actions, and edge-case handling. Throughout the process, I collaborated closely with Product Managers, Customer Experience teams, Business stakeholders, and Engineering to gather feedback, align on operational requirements, and progressively shape the final experience.

This project taught me that designing for uncertainty is just as important as designing the happy path. 

Balancing user needs, business goals, and operational complexity reinforced the importance of thinking in systems rather than individual screens.

Seamless Subscription Transfer

At Furlenco, I work closely with product, engineering, and business teams to design experiences across acquisition, growth, retention, finance, and customer support for a platform serving 2M+ monthly users. I led initiatives such as Subscription Transfer, Relocation, and CORE, an internal CX tool built from 0 to launch using Figma Make, helping improve operational efficiency and reduce resolution time by 80%. My work has contributed to revenue growth, customer retention, and the evolution of Furlenco's WCAG-compliant design system.

Founded HighOnDesign Studio, a creative design studio focused on UI/UX, branding, and digital product experiences. Worked closely with startups and businesses to build thoughtful, scalable, and user-centric solutions across web and mobile platforms.

Worked at Akounto as a UX Designer, creating intuitive and scalable product experiences for accounting and finance platforms. Focused on simplifying complex workflows, improving usability, and collaborating closely with cross-functional teams to deliver impactful digital solutions.

Pritam’s attention to detail and ability to balance aesthetics with usability stood out in every project we collaborated on.

Aisha Verma

Pritam’s design decisions always connect back to the user journey — crisp, intuitive, and well-reasoned.

Seamless Subscription Transfer

Pritam Saha