A membership organisation is all about looking after its members, members are people, and they have personalities. Members have common needs, desires and traits. We all have our space into a persona, a term that has been very popular and instrumental in the digital world.
A user persona (also known as a customer persona, digital persona or a member persona) is a fictional representation of the different user types that might want to become members of your organisation. We will use “real” members to get inspiration for creating our personas, but in principle, the member personas are fictional.
Understanding your member's personas allows you to present them with the content they are looking for, provide them with solutions to the problems they are facing and ultimately take them down the journey that will lead to a conversion. An example of conversion may be the acquisition of a new member or upgrading an existing member to the next membership grade.
In the membership world, a quick and straight forward way to create a persona is to look into their membership status. Without much analysis and thinking, we have two personas already.
We need to dig a bit deeper to better define our personas and guide them through the journey that gives them what they are looking for and ideally leads to a conversion.
Typically to define a member persona, we are looking to answer the following:
Existing member base:
Your first point to gather persona information is your current members. You can create surveys and conduct interviews with your existing members that will allow you to draw out the key personas of your current base.
You can create surveys that target prospective members that visit your website and your associated digital media (e.g. social media) to gather information about who the prospective members are and what they are looking for.
A wealth of information can be gathered from your analytics (if you have not configured them yet, do it now!). This can be your google analytics and/or specific analytics you have configured on your website and digital media. It will provide you with information about what your users look for when they visit.
Look at your competitors and see who their member personas are. If they align with your target membership, then chances are they are relevant to your organisation.
What happens next
One word of advice is to avoid ending up with far too many personas. During your research, you will find a lot of personas. Although we want to fulfil the needs of all our members we need to focus on the main ones.
This is just the beginning of your persona journey; the digital world is constantly moving and so are your member’s needs. Periodic reviews of your personas and your digital landscape should be part of your agenda and at the heart of your marketing team.