Member platform redesign

The situation

A member-based organisation offered several products, and each one came with its own application form. Members filled in the same details again and again. Staff re-keyed them into separate systems. Applications stalled when a single field was missed, and nobody had one view of a member across products.

What we did

We mapped every form against the others and found most of the questions overlapped. More than ten forms became one application that asks only what each product needs, reuses what the organisation already knows, and checks for gaps before it's submitted. On the staff side, applications now land in one place with the member's full picture attached.

Measured outcomes