Writers Guild - From firefighting to predictable support.

High Traffic member portal with friction during renewals and registrations:

  • Identified highest member pain and removed top blockers first
  • Improved error handling, stabilized core
  • Set a weekly support rhythm with visible backlog and documented changes

Result: Fewer member complaints, faster responses on peak days, and a calmer team

Leadership

How We Work

Fit Call

We learn where members struggle and what good looks like. No tech deep dive yet.

Stabilize

Short focused sprint to remove the worst blockers and stop outages. Early wins in 30 to 45 days.

Support

Predictable coverage each week, clear priorities, and training for staff.

What you can expect

Fewer Complaints

We remove friction in the join, renew, and register journeys.

Stability and Speed

We stop the issues that cause slow pages and outages.

Visibility and Control

You get a clear backlog, documented changes, and a steady cadence.

Where members get stuck

If any of these sound familiar, you've come to the right place.

Renewals need staff help

People reset passwords twice, then call. Staff spends the day on simple fixes.

Login and profile confusion

Members get stuck or abandon. Your team jumps in to fix what software should handle.

Registration errors happen

Timeouts and edge cases during busy periods create long lines and angry emails.

Integrations break

AMS, CRM, LMS, and email drift out of sync. Reports go stale.

Payments do not reconcile

Refunds and discounts do not line up. Accounting spends hours chasing records.

Slow or unstable pages

Key flows drag or crash. Everyone feels it on deadline week.

Ready to make your member platform a strength, not a risk?

Book your 20-minute fit call

CONTACT

+1 415 728 7273

jenny@makeithappen.nyc

Web Development

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Data Visualization

User Experience Research

UX Strategy

Branding

Prototype

Design Process

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Rapid Prototype