ENT UK

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ENT UK is the professional membership body representing ear, nose, and throat surgery as well as head, neck and thyroid surgery in the UK. They are the leading voice of the specialty and a valuable source of medical information for patients as well as practitioners, supporting research, providing education for specialists, and championing high standards in training.

The Brief

LightMedia was invited to tender for the job of redesigning and developing the new ENT UK members website with CMS and associated fully integrated CRM.

ENT UK primarily needed to update their membership management system and allow members to be more self sufficient, thus lowering administration time and enhancing members experiences on the site.

ENT UK stated "Our main objective is to support our members with helpful resources and information whilst offering the best user experience. As a medical association, we don’t need to generate products sales, however, we want to highlight our professionality to maintain our member base and increase the events registrations."

The overall user experience was also undermined by a poor navigation and structure, which made content hard to find - with no segmentation by type and audience, which did not facilitate nor invite easy exploration from the website's main headings.

ENT UK therefore required a refurbished, modernized website that reflected the leading status and professional ethos of the association while also lifting the site content and Members Area. It was important that the new site delivered flexibility and scalability for the future.

How We Helped

The project was delivered in two phases. Phase 1 involved both organisations working closely to develop a specification detailing their processes and how best to improve them within the new system. Phase 2 involved developing the actual CMS and CRM including populating it, testing and deployment.

The Outcome

Final site features include a self-serve Members’ Area which has: News, an Events booking module for conferences and courses, an Abstract submission module, and a Council management and voting modules. An extensive Patients’ Area provides intuitive online help with identifying symptoms, information on procedures, downloadable e-Leaflets, and even a Glossary.

The new modern, private members area allows members to update their payment method, request category changes and keep their contact and profile information up to date. This flexible self serve approach helps to keep members engaged with the organisation while helping ensure their contact details are always up to date.

In addition to members only content, the news and a fully automated events booking module now allow the client to not rely on limiting functionality and costs of third parties such as EventBrite. ENT UK can now offer much richer booking processes for members as well as allow their members to access historical bookings and CPD certificates from within their members area.

The website went live on schedule. It was on budget and received great feedback from both association members and the public.