Membership
& Community Experience Design

I believe the best way to create excellent experiences for your supporters is by getting out of our heads and into their shoes. I regularly use customer journey mapping as a tool to understand community experience, identify their pain points, and see where we can do better.

 
 
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Improving Membership Acquisition & Retention

At the MAH, I improved membership acquisition rates by 200% and retention rates by 30%. This began with mapping the member journey. This map became a simple visualization for what was a complex system; it supported our team in changing how we sold, communicated, and technically supported memberships which led to radical improvements in sales.


Teaching the Tools to Others

I am such a fan of this stuff, I’ve trained others on how to use it. I have led workshops for international cultural institutions at an OF/BY/FOR ALL Summit and for local non-profits as part of a Santa Cruz networking group.

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Mapping Experiences at Body Positive Gyms

I helped Liberation Barbell, a body positive gym in Portland, OR, better understand their member’s journeys and better sequence communications by introducing journey mapping as a tool to their business practices.