How do you guide 42,000 members across 180 countries when every department touches their journey?
AMPP’s Anastasia Fidati (Senior Manager, Global Member Experience) and Chris Leake (Director of User Experience) share how they map what members are trying to do, from passing a certification to attending their first conference. Chris explains the service blueprints his team uses for digital-only members and the chapter maturity model that keeps staff close to 190 chapters worldwide.
Topics covered:
- How AMPP maps member journeys, from first-time attendees to digital-only members
- Using member use cases instead of benefit charts
- Why AMPP put membership strategy and UX on the same team
- The chapter maturity model for tracking chapter growth
- Turning a reason to join into a reason to stay
- Where to start without a member experience department
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