Streamline the membership data integration process to reduce manual effort, ensure accurate and timely data management, and enhance both internal workflows and the overall member experience.

Ecosystem mapping
‍Mapping data flows to provide clarity on how information moves across systems and teams. This transparency helped identify bottlenecks, reduce manual work, and increase data accuracy.
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Utilizing ecosystem maps helped teams better understand inefficiencies in data integrations and how this negatively impacts customer engagement.

We gained a shared understanding of gaps in our internal processes and how each system affects another. These data flow maps revealed patterns that served as roadblocks in our workflows, prompting innovative solutions to improve efficiency and ultimately deliver a better membership experience.

Throughout the process, my team and I served as advocates of our customers and made sure to emphasize what the negative impacts were of inefficient systems currently in use to the overall member experience.

‍Customer-centered decision making
These maps helped stakeholders make strategic decisions with customer needs top of mind. Other teams gained a better understanding of how inefficiencies in our technology impacted customer needs that were important in maintaining good customer relationships and meeting marketing KPI's.

Defined requirements for technological enhancements
‍Bringing to light the impact of system inefficiencies on our customers' experience helped teams realize further technological enhancements that needed to be made within our Point of Sale system, which were eventually communicated to our IT team and necessary changes were implemented.