You already know something isn't working.
Let's find out what.
I work with membership organisations that are serious about fixing their member experience — not describing the problem, not workshopping it. Fixing it.
Fresh Eyes
An honest audit of your entire member experience — every touchpoint where someone either feels connected to your organisation or quietly starts to wonder why they're still paying.
Including The First Five: the first five minutes and five metres of entering your space, and whether that experience holds up on a member's first visit, their fifth, or their fiftieth visit.
The work falls into three horizons:
NEAR
Immediate
High impact, low disruption. Tone, communications, The First Five.
MIDDLE
Structural
Staffing, facilities, programming. Needs budget and board alignment.
FAR
Possible
The revenue stream nobody has considered. The experience people rearrange their week to return to.
The Connection
Every signal your organisation sends — intentional or not — is either strengthening your relationship with members or weakening it. The Connection audits and rebuilds those signals across three channels.
The Seen
The physical environment. Signage, wayfinding, atmosphere, arrival. Does the space tell members where to go and what’s happening? Does it feel considered? Or does someone walk in and immediately feel uncertain about where they’re meant to stand, sit, wait, or put their coat?
The Sent
EDMs. Invitations. Social content. Member communications. Before redesigning anything, the first question is whether it deserves to exist at all. Is this useful? Timely? Anticipated? Or does it feel like another piece of organisational noise sent because the calendar said Tuesday?
The Said
The human layer. The most influential part of any membership experience and the hardest to systemise well. The staff member who remembers a name.
Who notices someone hasn’t been in for a while.
Who says, “Have you seen what’s on next Thursday? I think you’d love it.”
You know something needs to change.
Let's start there.