ISSA recognized the need to modernize their digital infrastructure to better serve their diverse membership. They required a unified platform that would allow members to access resources, manage their accounts, and engage with the community through a seamless experience between their website and member portal. The implementation of Fonteva as their Association Management Solution (AMS) demanded careful integration with their existing digital ecosystem.
Members were navigating between different systems with inconsistent interfaces, creating confusion and diminishing engagement. The existing member portal lacked visual and functional cohesion with the main ISSA website, resulting in a fragmented user experience.
ISSA wanted more visually pleasing options for displaying links and blocks of text and needed help leveraging out of the box experience cloud functionality to create more usable page layouts.
The Fonteva implementation was already underway when the portal redesign project began, creating challenges in aligning timelines, requirements, and technical specifications between multiple workstreams and teams.
Our approach centered on creating a cohesive digital experience while working in tandem with the ongoing Fonteva implementation. We developed a strategy to style and customize the Fonteva portal to match ISSA’s brand identity, create tailored Experience Cloud pages that addressed member needs, and ensure seamless transitions between the website and portal environments through careful integration and consistent design.
Using out-of-the-box Experience Cloud components and layout options, we built:
- A new login page so that people would feel confident that they were in the right place and would know what to do next
- We created a new homepage with personalization, a member status indicator, quick links, and ISSA news. Upon login, we rerouted people to this page instead of the standard Fonteva portal page so that they would have a more useful starting point.
- A Member Resources Center using CMS Collections so that members could see all of the resources available to them in an easy-to-use page with in-page navigation. Using CMS Collections also enables ISSA to more easily create and update the resources that appear on this page without having to use an unwieldy WYSIWG or HTML editing block.
- We designed an Advocacy and Initiatives page so that members can easily find ways to stay informed and advocate for issues that affect them.
We created a custom design system that extended ISSA’s brand identity into the Fonteva portal, ensuring visual consistency across all digital touchpoints. This included customized CSS, responsive layouts, and component styling that maintained brand integrity while leveraging Fonteva’s functionality.
We implemented consistent navigation patterns, single sign-on capabilities, and intelligent redirects to create fluid transitions between ISSA’s website and the Fonteva portal. This approach eliminated friction points in the member journey while maintaining security and personalization.
The new integrated member portal has transformed ISSA’s digital presence, creating a unified experience that strengthens member engagement and operational efficiency.
Since launch, member login frequency has increased by 45%, while support requests related to portal navigation have decreased by 60%. The seamless integration between website and portal has enabled ISSA to deliver personalized content and services more effectively, supporting their mission to change the way the world views cleaning.
The project’s success has positioned ISSA for sustainable digital growth while enhancing the value of membership.
Steering all project facets like budget, schedule, scope, and risk management while collaborating with technical leads on risk handling, our project managers serve as the primary liaison with clients, offering frequent updates on project progress.
Leading project solution implementation and coordinating technical processes, our technical leads manage the design, build, internal QA, user acceptance testing, and deployment activities, thus ensuring timely, quality deliverables. Sometimes doubling as solution architects, they work closely with project managers to manage risks and serve as primary client contacts.
Focused on delivering meaningful and user-friendly experiences, our UX Consultants engage users early, prioritizing their needs and goals to ensure systems are both requirement-compliant and valuable to the end user.
Expertly navigating client websites to facilitate enhancements in line with organizational goals, emphasizing sustainable growth, versatile functionality, and simplified maintenance.
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