Membership portal and companion iOS app design for a premium outdoor sports club — combining event booking, gear lending, and member community into a single designed experience.
Trailhead had three separate tools their members used to book events, reserve gear, and connect with each other — all from different vendors, none of them designed to feel like a $1,200/year membership. They wanted one experience that justified the brand.
Emma mapped the end-to-end member journey across all three touchpoints and designed a unified experience with shared navigation and session context (e.g., book a guided hike, reserve gear for that hike, and invite a member friend — three steps that previously required three logins). The mobile app focused on the most time-sensitive jobs (event day, gear pickup). Web handled account management and discovery.
Beta tested with 40 members before full roll-out. Average support tickets per month dropped by 60%. Member renewal rate in the first year after launch increased from 71% to 84%.
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