In order to continue empowering member-based organizations to thrive through refreshing technology and a heart for service (our mission!), MemberClicks takes a very methodical approach to how we develop our membership management software products (Atlas and Oasis).
We give all of our customers ample opportunity to provide product feedback and let us know what features they want to see. If you’ve ever submitted a suggestion and are wondering what happens next, this sneak peek is for you! Here are the six steps our Product team goes through to uncover needs, and prioritize features and fixes:
We start by collecting and reviewing feedback from various audiences - primarily you, our customers! We review ALL written feedback and stay in constant communication with our Onboarding, Help, and Sales teams to better understand the problems our customers are facing.
Once we've identified a significant and persistent problem or request across our customer base, we then reach out to validate and expand our understanding of that problem. The goal is to ensure we capture the "why," or root problem, our users are facing, so that our solutions-oriented team members (i.e. engineers) are prepared to find ways to alleviate our customers' pain points.
Often times, we also create mockups (with our User Experience (UX)/Design team) and review those one-on-one with customers to further validate our understanding of the problem(s) causing users discomfort.
We use the feedback gathered in the Research and Validation stages to carefully inform our decisions about what problems are most urgent for us to solve. This is the culmination of all of our work to ensure we are making the correct decisions with the MOST impact for our users.
Once pain points and problems have been identified and prioritized, we then let our development engineers do the solving! We present all relevant information through our customers' eyes, so our developers can then solve those problems in refreshing and practical ways from YOUR point of view. We rely heavily on our UX design mockups, while attempting to enable as much room for creativity in the solutions from our engineers.
Depending on the complexity and confidence we have in our solution, we then may release it to a small group of users in an "alpha" phase to ensure we've solved the problem and/or learn more about what to add next. A lot of times we catch things we didn't know before, allowing us to enhance the solution further and deliver an overall greater impact.
Last but not least, we launch the feature to all of our users and equip them with the necessary training tools and information needed to understand and utilize that new feature!
Here are a few things our users have said about this process:
"Consistently and enthusiastically listens to customers & enhances their product." - Wendy S.
"MemberClicks is always looking for ways to enhance the system. The team is responsive and patient with all of the questions we (I) ask. It would be hard to find another platform that beats what we receive from them. I love MemberClicks and the team." - Elizabeth S.
"Top of the line customer service and consistent improvements to functionality!" - April C.
Have an idea you’d like to get in front of the Product team? We want to hear your thoughts!
If you’re interested in learning more about this process and seeing what’s ahead on our product roadmap, we really encourage you to attend MC LIVE!. Not only will you have the opportunity to chat face-to-face with some Clickers from the Product team, but we’re also hosting a session just about our product process on the final day of the conference. Join us for a true behind the scenes look!