So, you’ve done it. After months of planning, testing, and working with your software provider, your association’s system is upgraded. That’s no small feat! But the real impact of your upgrade isn’t about what’s happening behind the scenes, it’s about how your members experience it.
This is your moment to shine. Don’t just roll out the new software quietly. Show your members what’s new, how to use it, and why it makes their membership more valuable than ever.
Make the Upgrade an Event
Think of your upgrade as a PR moment. Your members should feel that this change was done for them, because it was. Highlight the care, planning, and investment you’ve put into improving their experience. This is your chance to say "We value you, and we’re making your membership better".
Here’s how you can turn the upgrade into a member engagement win:
1. Start with a Seed Group
Before launching to everyone, bring in a small group of members to test the new experience. Ask them questions. Watch how they interact with the system. Their feedback will:
- Help you iron out kinks before full rollout.
- Give you insights into what members actually notice and care about.
- Provide authentic testimonials you can share with others.
2. Simulate the First Login
Step into your member’s shoes. Log in as if it’s your very first time. What would you look for? What’s confusing? Where do you get stuck? This exercise will help you identify:
- Key areas that need explanation.
- Quick wins for making things intuitive.
- Content to add to your onboarding guides or FAQs.
3. Create Helpful Resources
Don’t just hope members figure it out, show them how. Some ideas:
- FAQs: Answer the questions your seed group already asked.
- Feedback form: Place links prominently so members can share thoughts quickly and easily.
- Intro video: Put a face to the upgrade. A quick message from your CEO or president (not just a screen recording) makes it personal and engaging.
4. Celebrate the Work
Upgrades take effort. Planning, testing, training, and implementation. Tell that story! When members understand the work that’s gone into this, they’ll see it not just as “new software,” but as proof that their association invests in them.
Frame it around benefits:
- Faster access to information.
- Easier event registration.
- More personalised member dashboards.
- Better data accuracy for a smoother experience.
This isn’t just tech. It’s a better membership.
5. Lean on Your Provider
Your software provider is your partner, so use them. Ask for support in showcasing new functions and possibilities. Many providers will help with demos, training materials, or even joint webinars.
Why This Matters
Onboarding isn’t just for new members. When you upgrade your systems, every member becomes a “new” member for a moment. Your job is to guide them, help them see the value quickly, and remind them why staying part of your community is worth it.
Do this well, and you’ll not only increase adoption of your new system—you’ll also strengthen loyalty, satisfaction, and trust.
Final Thought
Your software upgrade isn’t just a back-end improvement. It’s a chance to reconnect with your members, showcase the value you provide, and celebrate progress together. Sell your work. Celebrate your success. You deserve the praise and your members deserve the best experience you can give them.
Member loyalty will be your reward.