Digital experiences your members, donors, subscribers, and alumni actually want to use
A strong back end deserves a front end people enjoy. We research your audiences, design the experience around them, and build it headless on your Salesforce data, so you can redesign a portal, app, or site without rebuilding the core.
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The problem
Digital experiences tend to grow one decision at a time. A regional website here, a new portal there, a preference center for each tool. Eventually members face a maze. One global association had 15 regional websites with conflicting content structures. At one professional network, members managed their settings across four separate preference centers on disconnected platforms. One education nonprofit’s partner portal relied on aging custom technology with siloed integrations.
The result is lost engagement. Members cannot find benefits they pay for. Donors abandon a form halfway through. Staff field calls that a good portal would have answered. And without research, every redesign risks repeating the same mistakes with newer tools.
We start with people. With more than 60 digital experiences delivered, we know that the right answer comes from understanding your audiences, your business goals, and the technology that has to support both.
What we deliver
User research and journey mapping
Interviews, surveys, card sorting, personas, and journey maps across digital and non-digital touchpoints. For one global association, we ran 33 interviews across six audiences.
Member and donor portals
Experience Cloud portals with member and non-member views, self-service profiles, rosters, downloads, and personalized dashboards.
Preference centers
One place for members to control communication, privacy, and app preferences, including email settings that do not require a login.
Website and content strategy
Information architecture, sitemaps, wireframes, and content plans that help each audience find what they need.
Segmentation and marketing automation
Email strategy, templates, segmentation, and automated journeys on Marketing Cloud, Account Engagement, HubSpot, and other platforms.
Portal accelerators
Object Roster Views and the Widget Accelerator add self-service features without custom development.
How we work
Design your ecosystem
We document your current digital ecosystem, audiences, and goals, then design how websites, portals, and tools should fit together.
Align UX and brand
Our designers produce wireframes and full-color design artifacts that reflect your brand and your audiences’ needs.
Roadmap your vision
You receive plans for technical development, platform selection, and organizational change, so the design can be built and adopted.
Quick Start packages
User Research Quick Start
- Kick-off and a research plan
- Test plan with interview questions and success metrics
- 6 participant interviews, up to 1 hour each
- Analysis with prioritized, action-ready recommendations
- A comprehensive report
Marketing Cloud Quick Start
- Two discovery sessions on goals and requirements
- A ready-to-use email template and IP warming strategy
- Account configuration and the Marketing Cloud Connector
- User acceptance testing, demos, and end-user training
fusionSpan provided us the technical and creative support we needed throughout our website project.
I was thoroughly impressed with their customer service and timeliness throughout the course of the project. As a result, we have a website that is attractive, easy to navigate, and can serve as the core for all of the knowledge we disseminate to our members and customers.
Digital experience client stories
CLIANavigating the Future: CLIA’s Global Digital Presence as a Leading Cruise Industry Resource
Digital StrategyCLIA shaped a global digital strategy for its audiences, built on 33 stakeholder interviews, card sorting, personas, a new sitemap, and wireframes.
Read the story →
CREW NetworkTransforming User Experience with a Unified Preference Center
Digital StrategyCREW Network designed one simple, universal preference center on Storyblok, connected to Netforum, Adestra, Higher Logic, and PropFuel.
Read the story →
AVIDOptimizing Outcomes and Experiences for AVID’s Partners
Digital StrategyAVID gained a research-backed technology roadmap for its MyAVID partner portal, informed by user research across five audiences.
Read the story →Questions we hear
Should we do user research before a website or portal RFP?
Yes, if you can. That association used our research to go into its RFP and vendor selection with a clear understanding of its audiences and digital strategy. Our User Research Quick Start delivers that in 4 to 6 weeks.
Can members manage preferences without logging in?
Yes. For one professional network, we designed a simplified preference center linked from every email footer, alongside a full universal preference center for logged-in users.
Do you build on Salesforce Experience Cloud only?
Experience Cloud is our most common portal platform because it sits on your Salesforce data, but we design across CMS and marketing platforms too, and recommend what fits.
How do you measure whether a new experience works?
We agree on metrics up front, such as open and click rates, join completion, or self-service usage, and we use tools like Google Analytics to track journeys like checkout and join.
Planning a modernization or AI project?
Talk with a consultant who knows your industry.