MyMembership / Member experience
Bringing live classes and member experiences together across web and mobile
For MyMembership, a London startup’s SaaS platform, Ficode connected live classes, on-demand content and subscription self-service across separately branded websites, iOS apps and Android apps.
2×
Membership within one year2×
Revenue within one year50%
Reduction in administration40%
Relative improvement in retentionOne connected journey, from sign-up to the next class
For businesses that teach, coach or run classes, the member experience is the product. Ficode developed MyMembership’s separately branded web and mobile experiences so members can join, watch, return to content and manage their subscriptions through a connected service.
Members joined for the classes. The tools got in the way.
A good membership experience needs to carry people from signing up to attending a class, returning to a recording and managing their plan. In the client’s starting model, these steps were spread across different services.
The challenge
A fragmented brand experience
A business could have its own WordPress website but rely on a third-party streaming app for members to watch content. The journey crossed separate products and interfaces.Confusing subscriptions and access
Website payments, Stripe records and app-store subscriptions complicated the relationship between payment status and content access, creating issues that required manual follow-up.Too much routine assistance
When members could not easily manage their own account, subscriptions or content journey, business owners had to spend more time helping them with administrative tasks.Design around what members come to do.
MyMembership brings the main membership activities together, while giving each business its own identity and control over its offer.
Join
Choose a membership offer and complete either a short or more extensive sign-up journey.
Participate
Attend a live session or explore recorded videos, programmes and member-only resources.
Return
Use video watch history and favourites to find content again.
Manage
Review payment history, manage membership cancellation and raise a support request when needed.
A member journey that continues beyond the live class.
All of the following capabilities are live. Each business has its own branded public website, web membership area, iOS app and Android app.
Live when it matters
Businesses can broadcast live sessions so members can take part in fitness, yoga, wellbeing, coaching or tuition activities through the platform’s streaming integrations.
On demand when it suits
Recorded videos let members return to previous sessions. Video watch history and favourites help them keep track of what they have watched and find useful content again.
An offer that fits the audience
Monthly, yearly, free and customisable plans support different membership propositions. Businesses can use coupons, recurring billing and one-off payments through Stripe.
Self-service subscription management
Members can view payment histories and cancel payments or memberships, reducing dependence on the business owner for routine account requests.
More reasons to engage
Digital programmes, classes, educational content, member-only resources, recipes and blogs extend the experience beyond a single stream. Email and mobile notifications keep communication connected.
Help and account controls
Members can report issues through contact and support tickets. MFA and role-based access are part of the platform’s account and administration capabilities.
A distinct brand for every business
Each business runs its own branded public website, web membership area, iOS app and Android app, supported by MyMembership’s shared capabilities.
Businesses manage their content, membership offers and members through their administration area. Vimeo and other streaming integrations support content delivery, Stripe handles payments, and MailerLite connects email communication.
