Member Portal for an Industry Association
Member portal with renewal, event booking, document access and directory features. Replaced manual membership admin and disconnected systems.
Industry association — professional membership body
A Western Australian industry association with 1,200 members — businesses and individual practitioners. The association managed memberships, events, professional development, industry advocacy and a member directory.
Membership renewals were processed by email and bank transfer. Event registrations were handled via a third-party tool. The member directory was a PDF updated quarterly. Document access used a basic file download page. Nothing talked to anything else.
What needed to change
Membership management was manual. Renewals required email reminders, manual payment tracking, receipt generation and database updates. The two-person admin team spent 3+ days per month on renewals alone.
No integrated member experience. Members interacted with the association through 4 different systems — the website for info, Eventbrite for events, email for renewals, and a separate login for CPD records. Each had its own credentials and none shared data.
The member directory was static. Updated quarterly as a PDF. New members waited up to 3 months to appear. Members who wanted to update their details had to email the office.
What we built
A unified member portal — self-service renewals, event booking, document access, CPD tracking and a live member directory, all behind a single login.
Membership Management
Online renewals with credit card and direct debit. Automated receipts, reminders and lapsed member follow-ups. Member self-service for profile updates and tier changes.
Event Booking
Events listed in the portal with member pricing. Online registration and payment. Attendance tracked against CPD records automatically.
Document Library
Industry resources, guidelines, templates and advocacy materials available to members based on their membership tier. Version-controlled with notification of updates.
Member Directory
Live, searchable member directory. Members manage their own listings — description, logo, contact details, specialisations. Updated in real time, not quarterly.
How it works
Member logs in
Single login to the portal. Sees their dashboard — membership status, upcoming renewals, event invitations, new documents and CPD progress.
Renews membership online
Renewal reminder triggers 30 days before expiry. Member reviews details, pays by card or sets up direct debit, and receives an instant receipt.
Registers for events
Browse upcoming events, register and pay through the portal. Member pricing applied automatically. Attendance records feed CPD tracking.
Accesses documents and resources
Member downloads industry guidelines, templates and advocacy materials from the document library. Notified when new resources are published.
Updates directory listing
Member edits their directory listing — business description, logo, specialisations, contact details. Changes are live immediately.
Measurable outcomes
Renewal season used to be chaos — hundreds of emails, manual payments, receipt generation. Now 85% of our members renew through the portal without any admin involvement. Our team can focus on member value instead of admin.
How we delivered it
Requirements & Member Research
2 weeksSurveyed members on their experience with existing systems. Mapped all admin workflows for renewals, events and communications. Prioritised features based on member feedback and admin pain points.
Portal Build
5 weeksBuilt the member portal — registration, renewal, events, document library, directory and CPD tracking. Integrated Stripe for payments and AWS SES for automated communications.
Admin Dashboard
2 weeksBuilt the admin interface for managing memberships, events, documents and communications. Reporting on membership trends, event attendance and engagement metrics.
Migration & Launch
2 weeksMigrated existing member data from the legacy database. Invited members to set up portal accounts. Launched with a demo webinar and support period.
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