Members Portal
Client
UNISON
Overview
UNISON’s existing member portal (My UNISON/My Details) was underused, offering limited functionality and poor integration with other systems. Members could update basic details but had little reason to return, while branches struggled to direct members to relevant digital services.
Client brief
Transform the portal into a meaningful self-service hub where members could manage their details, access services, and engage with union activity.
Approach
As Lead Product Designer, I led the mapping of UNISON’s end-to-end member journey, from new joiner to active activist, helping digital and membership teams identify where the portal could play a more useful role in everyday member engagement.
Using research insights, I shaped opportunities across key tasks such as accessing ballots, finding training, managing preferences and updating membership details. I then worked with digital, membership and brand stakeholders to align the experience around usability, self-service and UNISON’s wider identity, ensuring the redesigned portal felt both practical for members and true to the organisation’s mission.
Solution
Introduced a single sign-on to simplify access to all UNISON digital services.
Enabled members to update details, preferences, and membership information directly online.
Integrated training, resources, and digital ballots into one central hub.
Designed a personalised dashboard, tailoring content for new members, established members, and activists.
Ensured seamless integration with CRM and membership systems to improve data accuracy and consistency.
Applied UNISON’s brand identity and AA accessibility standards to create a trusted, inclusive user experience.
20+
Mapped User Journeys
Researched and visualised the complete member lifecycle to identify pain points and opportunities for improvement.
Impact
The new portal empowered members to self-serve, reducing the load on branch admin and support staff. By providing relevant, personalised content, it increased engagement and encouraged members to see UNISON as an active partner in their working life.
It’s really clear how big an improvement this is and our portal demos to regional staff and other UNISON teams are blowing people away. So a big thanks 👏👏👏
UNISON Product Manager
Previous UI
Outdated and difficult to use, the portal prevented members from self-serving and increased reliance on support.
Redesigned UI
Modern, intuitive, and user-friendly, the redesigned portal empowers members to manage their own information with ease.
