A more user-friendly professional association website

I was introduced to the International Customer Service Association (ICSA) when they signed up for my Yearly Maintenance Package a few years ago.

Their existing site was built with WordPress in 2011. Although that doesn’t seem very long ago, designs have changed quite a bit over the last few years. More importantly, the website structure was confusing for their members, who had difficulty finding the information they needed.

International Customer Service Association (ICSA) - a professional association for customer service providers

I was thrilled to be chosen to help them overcome these issues and bring their vision to life.

Because they wanted an entirely different approach, they decided that starting from scratch would better serve their needs than simply installing a new WordPress theme.

The new site organizes the content into six main sections. Images are featured extensively, making it more attractive and showing clearly what each section is about.  In addition, breadcrumbs appear at the top of the pages to help users find their way around more easily.

An effective professional association website makes it easy for members and potential members to find the information they need.Click To Tweet

For even more ease of navigation, a search box and links to the contact page appear at the top of each page, along with social media links and a link to their separate membership site.

International Customer Service Association (ICSA) - a professional association for customer service providers

Prior to working on the ICSA’s new site, I focused mainly on the technical side of things, and didn’t know much about their mission or what they offer to customer service professionals. Now that I’ve had the opportunity to get to know their Executive Board and Administrative Coordinator, I’m quite impressed! They are an amazing group of people who offer a wide range of resources and professional development opportunities to customer service providers, and I’m proud to include this professional association website in my portfolio.

One of the ICSA’s most exciting initiatives is National Customer Service Week (NCSW), which they’ve celebrated every year since 1984. This year’s event will be taking place from October 2 to 6, 2017, so if you work in customer service, make sure you check out their website for more information.

Are you wondering what would it take to make your website more effective? Drop me a line! I’d love to hear from you.

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I'm a web designer and Certified Digital Business Consultant who loves helping others succeed by sharing the knowledge and insight I’ve gained through marketing my own business for over 15 years. When I’m away from my desk, I enjoy reading, photography, watching movies, and cooking.
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  1. You are such a valuable asset in this world of websites! The new site looks terrific. I’ve never heard of this group, but I have to agree that meeting people and getting a “behind the curtain” view of what they do is one of the best parts of my job!

  2. ISCAtoday.org is a very interesting site. Thanks for introducing us to it. I find it interesting how hard it is to use professional association websites. Usually their website is the only way to access information you need. Usually associations try to use it as a selling feature, ” one benefit on being a member is the wealth of information you can access through the website.” If their membership numbers are dropping I think they should examine their website and the easy and accuracy of using it.

  3. Great website design, Janet. Looks very easy to navigate. Early on, with NAPO, I was so annoyed with their layout and how difficult it was to move around on their member site. There were too many steps to get to what I wanted. I am so grateful they changed that in the later revisions.

  4. Seana, Julie, Sabrina – thanks so much for your kind words and your comments about association sites. Julie makes an especially good point about the importance of information being easy to access, especially if you’re describing that as a member benefit.

  5. Functionality and good design are half the battle when trying to get people to come to and stay at your website. Its especially important for the website of an international association to be well-organized, too. I find it frustrating when I go to a website and the link I need is buried or disguised with a creative name. Simple, clean and easy-to-navigate is best–you gave the ICSA all three. I’m sure they were thrilled with your end product!

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