The online joining process plays a crucial role for members/donors in joining, renewing, donating, and purchasing. In the last blog, we showcased various joining processes using Fonteva. This blog focuses on real-time challenges organizations face with joining processes and solutions to improve the online member/donor experience.
- Joining Process for New Members
- Common Renewal Process Challenges & Solutions
Joining Process for New Members
| PROBLEMS WITH THE EXISTING JOIN PROCESS | PROPOSED SOLUTION |
|---|---|
| Disorganized page layout that distracts members/donors/users in their onboarding process. | Use Fonteva’s Join Process Builder to create a well-defined and streamlined process that walks the user through each step. Create different paths based on what the user is trying to accomplish. Examples of a few important links: Join for the First Time Why Join as a Member to a Specific State or Chapter |
| Users are confused as to what information is required to complete the process. | Provide clear instructions on each page as to what fields are required. For fields that are required to move to the next step, ensure that the fields are set as required. Program the page so that users cannot continue without completing the required fields. If required fields are not completed, ensure that a note is very visible as to what is required to proceed. Program your “Next Page” buttons so that it can only be activated when all required fields are complete. For example, the button turns green when the user can proceed. |
| After a member chooses a membership type, it’s unclear what fields or actions are needed. | For each membership type, create a customized path that provides only the fields that are needed for that specific membership. Example: Suppose you have a packaged state membership with the national membership and you don’t want users to get to the payment page without adding the national dues. Create a validation page for the state membership and provide clear instructions for the users to process to the payment page after adding the required membership to the cart. |
| Users don’t like providing information that you already have. | If information about a user exists, pre-populate the information in the form and ask the user to validate or update the information. This prevents the user from providing you with the information you already have. |
| Users input the wrong information and don’t have a way to correct the information without completing the process. | With custom code on the shopping cart, members can review their cart and make edits (if any) before the payment. This allows members to update information, validate their selections, and choose additional memberships, products, and services. By deselecting the selected item in the cart, users will be redirected to the marketing page to make their selection again. |
Common Renewal Process
| PROBLEM WITH THE EXISTING RENEWAL PROCESS | PROPOSED SOLUTION |
|---|---|
| The existing authentication page has login options for both new members and renewals. With both login and create account options on the same page, users get confused in making a choice. This often leads to the creation of duplicate data. | Provide two separate join process for: New Members Renewing Members New Members will need to provide all the details needed to create a new “account.” Renewing members will need the ability to “log in” to an authentication page that securely verifies who they are and allows the option to reset their password. |
| Users have to Continuously scroll on the package membership page to proceed to the next step. As a result, they sometimes choose to quit it and not proceed to the payment page. | User- friendly navigation page for products and members allows easy selection of membership as well as any added item mandatory with the subscription. This is achieved by merging the multiple pages that displayed similar information and by re-organizing the membership display details. |
| Different renewal process pathways for membership based on the state are created. There are multiple renewal options with various links that can create confusion as well as impact automation set on the pathways. | Single Sign-On options for personalized membership experience with the same login credentials and to display various membership options through the same URL. |
| Separate codes are set for payment gateways for the join and renewal process. There can be a situation where an organization may not be able to track conversions as well as the amount received for new members and renewals. | Custom code developed to create a single robust gateway for all the transactions irrespective of their sales order type. |
Looking for more information?
Check out our Recorded Webinars
Grow & Retain Members: Customize Your Joining Process
View More Blog Articles
- Member Online Experience
Resource Links:
- The Ultimate Membership Renewal Guide
- Subscription Renewals with Calendar and Termed Subscription Plans
