Setting Up and Ending a Trial – GitHub

👥 Enterprise Admins 🎯 Reduced friction and support tickets 📅 2025

Improved self-service onboarding and offboarding by providing clear guidance for critical trial setup and transition decisions.

Impact

These two conceptual topics helped enterprise administrators confidently navigate trial setup and conversion decisions with less reliance on support. By balancing technical accuracy with plain language and user empathy, the articles reduced friction during critical transition points: initiating a trial and later converting or canceling it. The topics became key references in the enterprise onboarding journey, enabling customers to make informed decisions about account transitions.

At a Glance

Audience

Enterprie admins and managers evaluating or trialing GitHub Enterprise Cloud

Goal

Clarify trial setup and conversion decisions; reduce support escalations; support self-service transitions

Collaboration

Content design, product owners

Tools

Git/GitHub, Markdown, Liquid, YAML, docs-as-code

View the Work

📷 View "Setting up a trial" PDF 📷 View "Ending a trial" PDF

Screenshots (click to expand)

Beginning of 'Setting up a trial of GitHub Enterprise Cloud' article showing trial considerations

Beginning of 'Ending a trial of GitHub Enterprise Cloud' article showing conversion and cancellation options

Screenshots captured October 2025.

Behind the work (click to expand)

Context:

These topics were part of the broader GitHub Enterprise Onboarding Guide initiative, aimed at improving customer self-service and reducing reliance on support. Each article addressed a complex moment of decision-making—initiating a trial or ending one—requiring a balance of technical accuracy, plain language, and user empathy to help administrators understand considerations and outcomes.

Activities:

  • Conducted hands-on testing to validate each UI element and workflow step across different account types
  • Structured content for clarity and logical flow, emphasizing critical decision points and outcomes
  • Applied inclusive and plain-language best practices to support a broad technical audience
  • Linked related onboarding topics to reinforce the customer journey and minimize information gaps