The MLA has a long history with numerous long standing members and is actively recruiting members yearly. This lead to a complex join and review process that they were grappling with internally.
Coming at the join and renew process with a new approach by instilling usability principles, we were able to highlight areas of improvements in regards to their user flows. Combined with an audit of similar processes from related websites (museums, non-profits, etc.) we presented a developed set of recommendations. The recommendations were then discussed with the MLA digital, development, and internal teams to insure clarity and actionability.
A clear set of actionable recommendations that the MLA can choose to enact when they're able. After handoff, the team planned to incorporate improvements to the most important parts of their join and renew process, and then test those improvements with users.