Overview
What is NASFAT?
NASFAT (Nasrul-Lahi-L-Fatih Society of Nigeria) is a faith-based organization that fosters spiritual growth, education, and community development. With its rapidly expanding membership, managing renewals and activations efficiently has become crucial to maintaining member engagement and satisfaction.
The membership management process was fraught with challenges, including verifying member details, activating accounts, and processing payments. These inefficiencies led to delays, dissatisfaction among members, and increased administrative workload. The project aimed to design a seamless, user-friendly membership management system that automates repetitive tasks, minimizes errors and empowers members and administrators to achieve smooth account activations and renewals.
My Role
Championing a Member-Centric Solution
As the Product Designer for this project, I took on the responsibility of transforming the membership management platform into a seamless, efficient system. My key contributions included:
Conducting in-depth user research to identify pain points faced by members and administrators.
Creating wireframes and prototypes to visualize the solution and define the flow for account activation, legacy data integration, and payment processes.
Collaborating with developers to ensure the designs were implemented as envisioned, focusing on simplicity and clarity.
Iterating on the interface based on feedback from testing sessions with NASFAT members and administrators.
Accessibility Considerations
Designing for All People
Challenges
Untangling the Knots of Membership Management
Managing NASFAT’s growing membership base was like navigating a web of disconnected processes. From outdated information to manual verification, the system struggled to keep up with the organization’s needs.
Objectives
The goal was to simplify and streamline the membership management system by:
Automating repetitive and manual tasks to reduce errors and delays.
Creating a clear, guided process for verifying member details and activating accounts.
Designing a platform that ensures satisfaction for both members and administrators through a seamless experience.
Research & Insights
Understanding the Membership Maze
To address the challenges of membership management, I conducted extensive research with both NASFAT members and administrators. The goal was to uncover the root causes of inefficiencies and design a solution that catered to their needs.
User Research
Interviews and surveys were conducted with existing members and admins to explore their experiences and expectations. Members expressed frustration with the lack of clarity during account verification and renewal, while admins highlighted the overwhelming workload caused by manual processes.
Key Findings
Understanding user challenges revealed inefficiencies in the membership management process, impacting both members and admins.
Disconnected Member Data: Members often couldn’t recall branch name, email, or phone number, causing delays in verification.
Manual Verification Overload: Admins spent too much time manually linking old data, leading to errors and inefficiencies.
Payment Barriers: Confusing instructions and delays in payment processes frustrated members and led to incomplete renewals.
Accessibility Challenges: Members without access to their registered email or phone struggled to recover accounts.
These insights guided the development of a seamless, automated platform to simplify processes and enhance user satisfaction.
A visual breakdown of user pain points
Solution
Designing a Seamless Membership Management Experience
The membership management platform was designed to address key pain points uncovered during research, focusing on simplicity, automation, and accessibility.
Key Features and Improvements
Guided Verification Process:
A step-by-step flow to help members verify their primary details (branch, email, or phone number).
For those without access to registered details, an option to register afresh while linking to old data in the legacy database.
Verify identity by restoring membership
An OTP system to activate membership
My process
From Concept to Execution
I began by mapping the existing membership management journey, identifying bottlenecks, and brainstorming solutions with stakeholders. This stage helped align the team on the core challenges and objectives.
Discovery and Ideation
Membership management Userflow
Reflection
What I Learned Along the Way
This project highlighted the importance of user-centric design and strong cross-functional collaboration. It reaffirmed that understanding user needs and addressing pain points are crucial to creating impactful, engaging digital products.
Key Results
Streamlined Membership Management: Simplified account verification, payments, and activations, boosting user satisfaction.
Increased Engagement: Added prayer time tracking and an Islamic calendar, enhancing daily app usage.
Optimized Performance: Partnered with developers to reduce load times by 40% and improve user retention by 34%.
