New Member Model Project

Problem:

American Pharmacists Association is a member based organization that was going through a complete membership restructuring. APhA's member base is a broad range of individuals within the Pharmaceutical Industry each of whom have different requirements needs for membership. These members range from Pharmacy Students to Pharmacy Techs to retired Pharmacists or just Pharmaceutical enthusiasts. This association wide overhaul or "New Member Model" was designed to focus on the individual member and provide them with the specific resources for their particular interest. Once the member classes for the project were detailed and the specific requirements were decided on the next step was to make sure new members were able to select the right membership package for them by designing and developing a completely new online application process. This is the part of the Project were I came in.

Goal:

The primary goal of the Member Model Project was to design and develop new membership and renewal applications that seamlessly integrate with the recently implemented member model. The objective was to enhance the overall user experience for individuals seeking to become members or renew their memberships, ensuring a smooth and user-friendly process.

Challenges:

The project faced challenges related to updating existing applications to align with the new member model. This involved incorporating changes to membership structures, user roles, and the overall user journey. Overcoming these challenges was crucial for maintaining a positive and efficient membership experience.

My Role:

As a key member of the project team, my role encompassed leading the UX/UI design efforts and collaborating closely with developers to ensure the successful implementation of the new membership and renewal applications. I actively engaged with stakeholders to understand the intricacies of the new member model and translate those insights into a user-centric design.

Software and Tools Used:

Axure
Jira
Maze
Adobe XD
Drupal

Background

New Membership Application Application Design-American Pharmacist's Association

User Personas

Pharmacist

Membership gives them a network of other providers and many types of continual education outlets

New Practitioner

Membership provides them with a platform to obtain a career in the various areas of Pharmacy. They also attend the annual Conference .

Post Graduate

Want a membership that can allow them to advocate for pharmacists. Want access to APhA PAC and the Advocacy center,

Resident Pharmacist

Represent Pharmacists within APhA provide a direct line between the organization and other Pharmacists

Retired Pharmacist

Membership allows then to keep intouch with the profession

Pharmacy Tech

Membership for them provides educational outlets, access to the Annual Meeting, Safety Information etc

International Pharmacist

Membership for them provides a connection with the Pharmacy Community in the US

Government/Fed Pharmacist

Membership gives them a network of other providers and many types of continual education outlets

The Design Process

Research and Requirements:

The project kicked off with comprehensive research and requirements gathering to understand the nuances of the new member model. Stakeholder interviews, user feedback sessions, and an analysis of the updated membership structures were conducted to inform the design and development process.

Ideation and Prototyping:

Collaborative ideation sessions were held to generate design concepts that would align with the goals of the new member model. Prototypes were developed to visualize the user journey, ensuring that the applications would meet the needs of both prospective members and those looking to renew their memberships.

Prototyping and Iteration:

The design underwent multiple iterations based on feedback from stakeholders and usability testing. The iterative design process aimed to address any usability issues and refine the user interface to create an intuitive experience for individuals interacting with the membership and renewal applications.Using the Axure Prototyping Software.

View the Application Prototype.

New Landing Page Design

Collaboration:

Collaboration was a cornerstone of the project, involving close coordination with developers, product managers, and other stakeholders. Regular feedback loops and communication channels were established to ensure that the design seamlessly translated into a functional and technically sound application

Impact

User Experience Improvement:

The redesigned membership and renewal applications significantly improved the overall user experience. The new design streamlined the membership process, making it more intuitive and user-friendly for individuals navigating the applications.

Successful Integration with The New Member Model:

The applications successfully integrated with the new member model, accommodating changes in membership structures and user roles. This ensured that the user journey aligned with the updated model, providing a cohesive and consistent experience for all members.

Positive User Feedback:

Post-launch we collected user feedback using Maze to conduct a user feedback survey based on their recent sign-up experience.

We sent an email with a series of survey questions to those who had signed up as a follow up to their affirmation email. We got a 21% survey completion rate, approximately 27 completed surveys.

How was your overall experience with the joining process?
Did you have any pain points? If yes please let us know how we can improve the experience.
Was the payment process easy? Did your contact information auto fill?
Did you select any publications? If yes, did you encounter any confusion or difficulties?
Did you make a donations? If so how was that process?
How do you like the look and feel of the design?

Indicated a positive response to the redesigned applications. Here are some key highlights from the post launch survey

Users found the membership and renewal processes straightforward and efficient.
Users found that they had great direction throughout the process.
Some users indicated that the payment did not auto populate their contact information and that they had to fill it out a second time.
Those users that were renewing, that made donations said that the process was so much easier than prior years. Two users indicated that in the past they did not make a donation because the process was just not an easy process,
Users gave favorable reviews about the look and feel of the application, they liked the bright colors, the large inputs, the modern design

Conclusion:

In conclusion, the Member Model Project exemplified a successful collaboration between design and development to create user-centric applications aligned with the new member model. My role as a UX/UI designer involved understanding complex requirements, ideating innovative solutions, and ensuring a seamless transition for users interacting with the membership and renewal processes. This experience highlights my ability to lead design initiatives that contribute to the overall success of projects within a dynamic and evolving environment.