The Membership Portal

The portal was redesigned around the tasks members arrive to finish — not the departments that happen to supply them.

Research turned up three recurring failures: uncertain account state, buried entitlements, and no reliable way back into an interrupted task.

A service-led information architecture pulled identity, payments, access, permissions and support into one coherent journey.

Now status, permission and recovery are obvious — especially when the systems behind them disagree.

“A member should never have to understand the org chart to finish a task.”