UNISON

DIGITAL MEMBER EXPERIENCE TRANSFORMATION FOR THE LARGEST TRADE UNION IN THE UK

ABOUT

Brand: UNISON

Project: Digital Member Experience Transformation

Year: 2024

Role: Lead Experience Designer

WHO IS UNISON?

UNISON is the UK's largest trade union, with 1.3 million members. It represents members who provide public services in the public and private sector.

THE PROJECT

As the Lead Experience Designer, it was my role to lead the end-to-end redesign of UNISON's digital member experience, reimagining how the UK's largest trade union connects with and serves its 1.3 million members.

This comprehensive transformation project spanned the entire member journey, from initial discovery through to conversion and ongoing member support and engagement.

Key focus areas included streamlining the joining process to reduce friction, designing intuitive self-service tools for existing members, and creating personalised digital touchpoints that reflect UNISON's commitment to supporting workers' rights.

Through extensive user research and iterative design, we designed a more cohesive, accessible, and user-centered digital ecosystem that strengthens member engagement and drives operational efficiency.

ABOVE: Wireframes Showing The UNISON New Joiner Flow