Amazing Member Journeys Start with Member Interviews

Working with some new clients, I’ve been hearing this a lot: My website navigation sucks. Members can’t find information. They call us a lot in frustration. So how do we solve this problem? It almost always starts with member interviews. Why? Because if it’s members who are struggling with some aspect of your digital presence (website, […]

mapping user flows on paper

Don’t Redesign Your Website, Redesign Your Member Journeys

I read a lot of Website Redesign RFPs (request for proposal). They almost always focus on the need for better navigation, a great search, a content management system (CMS) with lots of functionality, a better mobile experience, yada, yada. Here’s the problem with these RFPs: they almost always focus exclusively on the website and CMS. […]