A closer look at the work behind the scenes.

Challenge

The existing website no longer reflected the organization's voice and made it hard for visitors and members to find what they needed.

Actions taken

• Audited existing site, gathered stakeholder input, and defined goals
• Mapped a clearer information architecture aligned to user needs
• Coordinated content collection, copy, photography, and approvals
• Owned launch logistics, QA, and post-launch refinements

Results

• Cleaner, more intuitive navigation for members and first-time visitors
• Faster content updates owned by the right teams
• A more cohesive digital presence aligned to the organization's voice

Challenge

The mobile app needed to better serve daily users with clearer pathways into the content and tools that matter most.

Actions taken

• Identified friction points through staff and user feedback
• Prioritized improvements that delivered the most value per change
• Coordinated with the platform and internal stakeholders to ship updates
• Documented changes so staff could confidently support members

Results

• More intuitive in-app navigation and content discovery
• Reduced support questions through clearer pathways
• Improved alignment between web, app, and in-person experiences

Challenge

Critical workflows lived in people's heads, making onboarding slow and execution inconsistent.

Actions taken

• Mapped key processes end-to-end with the staff who run them
• Documented SOPs with clear ownership, steps, and edge cases
• Standardized templates for registrations, events, and recurring tasks
• Identified integrations and consolidations that cut tool overhead

Results

• Faster onboarding and handoffs across the team
• More consistent execution week to week
• Cost savings through tighter tool integration and consolidation

Challenge

Support events ranging from intimate gatherings to thousands of attendees — each with its own logistics, registrations, and moving parts.

Actions taken

• Owned registration and sign-up setup, communications, and reporting
• Coordinated logistics across volunteers, vendors, and internal teams
• Built run-of-show documentation that kept day-of execution calm
• Captured post-event learnings for the next round

Results

• Smooth day-of execution at every scale
• Clearer attendee experience from sign-up through arrival
• Repeatable playbooks the team can use again