League of American Bicyclists Membership Form

(Visualforce/Apex/MemberNation Salesforce app)

The standard MemberNation4 membership renewal process was clunky. Members were required to log in, and then faced other usability challenges. The membership director spent up to 10 hours a week helping frustrated members use the form.

The updated form unifies renewal and new membership sign-up on a single form, without requiring login. Renewing members can click through directly from an email link, or look up their membership in various ways. Renewal of the League Cycling Instructor certification is made simple.

The new form launched in September 2016. Sixty percent of renewals were conducted online in the first quarter of 2017, as compared to 46% who renewed online in the first quarter of 2016. Complaints are way down, staff time spent processing mail and providing technical support is down, and data quality has improved.