Your Members Portal is the primary touchpoint between your space and everyone who uses it, from day-pass visitors to long-term members managing bookings.
When you relaunch the portal, your members shouldn't be surprised. This guide is designed to help you customize what to communicate, when to send comms, and what to highlight so the transition is smooth for everyone.
We offer guidance on how to customize your approach using tools you already have available to you in Nexudus, but this is not the only way to go about it.
General guidance
To start, we recommend striking a balance between sharing enough information with your members while also giving them a chance to explore the portal. Most members will skim and skip at least one of the communications you share, which is why we recommend a staggered approach over a couple weeks.
Lead with why you're relaunching followed by what will change for them.
Assess what you need to communicate and why
Before you send anything, you should try to build an inventory of what you're changing. This ensures that you know what to communicate before you draft a single message to your customers. You can walk through the portal yourself and ask yourself:
- Is your branding changing in any way, and if so, how drastically?
- Are any features new to your members, such as guest checkout, bookings, or team management?
- Have any existing flows changed, for example, how members find and book resources, or where they access their invoices?
- Has the login process changed, or will members need to reset their passwords?
Once you have these answers, you can tailor your comms to what actually affects your customers rather than sending a generic announcement that gets ignored.
Suggested customized communications timeline
We recommend giving your customers several heads-up over a couple of weeks before flipping the switch to Version 5.
This gives you time to build new material while also giving them time to prepare for what's coming.
Two weeks before launch
Give your customers a heads-up with announcements.
This is a great way to ensure they see the changes straight away when they log in.
Include a short message letting members know a change is coming. You can even include a screenshot as a sneak peek. Keep it positive and high-level, since the goal here is to avoid surprise, not to explain everything upfront.
What you may want to include
- A clear title that communicate your members portal is being updated
- A short explanation of what they'll gain (easier bookings, a smarter dashboard, etc.)
- The go-live date
- A point of contact or help desk link for questions
One week prior to relaunch
Give your customers a heads-up with reminders.
The reminder can be scheduled at a specific date. This communication is where you can get a bit more specific. Focus on key features for your space like bookings, invoices, team management.
Give them enough detail to feel prepared.
What you may want to include
- Any URL or login changes
- A summary of the key areas they'll find on the new portal with some visuals
- Any action they need to take before or after go-live
Go-live day
Give your customers a heads-up with another announcements.
The announcement on the day the portal goes live helps them understand what's happening the first time they log in. This serves as a green light and tells members the new portal is ready and where to go.
What you may want to include
- Confirmation that the new portal is live
- One or two key areas to discover first
- A help link or email address for anything that isn't working as expected
1 week after relaunch follow-up and feedback
Check in a week later using our handy surveys. Acknowledge that some members may have encountered hiccups, and invite feedback.
This also gives you a low-effort way to surface any issues before they become complaints.
What you may want to include
- Confirmation that the new portal is live
- One or two key areas to discover first
- A help link or email address for anything that isn't working as expected
What to cover when describing the portal to customers
The portal covers a lot of ground. Rather than listing every page, focus on the areas that directly affect what members do day to day.
Their personal dashboard
After signing in, members land on their personal dashboard with a summary of their upcoming bookings, announcements from your team, and quick actions. Let members know this is their home base.
.png)
Booking resources
The resource list is how members find and reserve meeting rooms, desks, and other spaces. If the layout or filtering options have changed, call this out specifically, it's one of the most-used parts of the portal.
.png)
Tell them:
- How to search and filter resources
- Whether pricing is now shown differently (dynamic pricing, if enabled, adjusts rates by demand)
- How to manage, modify, or cancel existing bookings
Account and billing
Where your members can manage their personal information, billing details, and security settings under their profile. If anything here has changed, particularly payment methods or invoice history, communicate it clearly.
.png)
Members tend to be sensitive to anything touching their billing, so tell them:
- Where to find their invoices
- Where to update billing details
- Where to change their password or security settings
Team management
Members who manage a teams, whether that's a private office group or a multi-desk account, have access to a dedicated team section. This covers team bookings, attendance records, member lists, and permissions.
.png)
Tell them:
- Where to find the team section after login
- How they can view bookings made by any team member
- What they can manage team member permissions directly in the portal