What you can expect from this Zoom session

Tailored for senior-level nonprofit executives, this 90-minute Zoom will share best practices of leading membership associations that use design thinking to meet member needs and advance their organization’s mission.

Putting personas to work - Personas should be more than static demographic profiles. We’ll discuss how to create – and use – personas that focus on the jobs your members are trying to accomplish.

Journey mapping - Today’s virtual associations must organize their activities around a series of intentional customer journeys. We’ll explore real-life examples.


The power of user data - What you know about your members determines how well you meet  their needs. We’ll talk about why information on individual preferences and behaviors should form the backbone of your organization.