Member and Employee Experience for a Membership Organization.
How we bring a fragmented member experience — and the teams behind the counter — back into one story.
Every department is serving the same member, and none of them knows it.
When membership grows faster than the organization behind it, someone can renew, register for an event, and ask a billing question in the same week and be treated like three different people. Staff feel it first — they end up apologizing for systems they didn't design and can't see into.
This is an illustrative example of our method, not an account of a client engagement. Membership organizations often grow faster than the structure behind them: several departments, several versions of the same relationship. Work like this brings the member and employee experiences back into one story, and gives the teams behind the counter a way to deliver it.
- About this example
- A representative illustration of how we work. No client is named and no client results are shown.
- Sector
- Membership · Not-for-profit
- Services
- EX design, research, service blueprinting
We design the employee experience and the member experience together.
You can't ask a service team to deliver a joined-up experience on tooling that keeps them in the dark. So we work on both sides at once.
Listen on both sides
Interviews and diary studies with members, paired with working sessions for the service teams who hear from them every day.
One member story
A single blueprint connecting the member journey to the systems, handoffs, and people sitting behind each moment.
Equip the frontline
Shared tooling, plain-language guidance, and onboarding built with the staff who have to live with it.
How we bring a fragmented member experience — and the teams behind the counter — back into one story.
- One member blueprint every department works from, instead of a version per team.
- The most common requests redesigned to be resolved where they land, rather than passed along.
- Service teams equipped with shared tooling and plain-language guidance they helped write.
- A way to keep listening after we leave, so the blueprint stays true as the organization changes.
Let's do this
for your people.
Tell us about the experience you want to deliver — for your customers, your employees, or your community. We'll help you get there.