Working with a regional membership organisation to improve customer experience and open up a new route to engagement.

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Our client’s members booked services, renewed memberships and asked questions by phone and email. Demand was growing, but the small team was stretched, and members were increasingly expecting to do these things online.

The design team reviewed the existing member journey and found that a handful of high-volume requests were driving most of the workload. We recommended starting with a simple mobile app and self-service portal covering those tasks, rather than attempting to build everything at once. This kept the initial investment low and delivered value quickly.

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Using a sector-smart approach, we integrated the app with the client’s existing membership records, so there was no duplicate data entry and staff continued working in the tools they knew. Members now book, renew and receive updates in a few taps.

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The client was also keen to explore AI features such as automated responses. We advised on where AI would genuinely help and where it would introduce risk, such as handling sensitive member data, and built in sensible safeguards from the start.

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Screen always seeks to add value. We were engaged to build an app, but by focusing on what the organisation wanted to achieve, we reduced their administrative workload and improved the experience for every member.

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The client has since commissioned a second phase to add new features based on what members told them they wanted