FAB9 is a makerspace that empowers makers. The space has been purpose-built so designers and makers of all skill levels can access the training, tools and prototyping equipment needed to turn ideas into physical realities.
We’ve launched last year, and the process of converting our first members was magical. Unfortunately due to the current COVID-19 restrictions we’ve been closed since March. We worked actively to develop, prototype, and assemble face-shields for last months to support the local community of front-line workers.
We are currently developing our digital strategy, and part of our development process includes creating the database to keep track of our future members. This database will encompass simple personal information, and training records, that will be used as a condition for booking machines/areas in the makerspace.
We are an extremely small and lean team, therefore all of our solutions are straightforward and modular. We expect to build something robust and functional, that suits our needs and will improve our level of service.
Prior to this project, there have been related efforts to automate a sign-up process that is both seamless to the user and automated on the administrative side.
We’ve allocated resources into using third-party tools to fill in the gaps throughout this process, and we’ve tried to connect them by using API calls and webhooks (Mainly via Zapier, but a few attempts with Google Scripts and AWS).
We expect that whenever a user goes through a registration process, they will be able to provide all of their personal information, digitally sign Terms & Conditions, and provide their credit card details (for recurring billing) and receive this information in their e-mail.
Upon registration, the member is included on our administrative database, so we can manage the following information: Visits (via RFiD reader) Training records Payment processing Third-party access (i.e.: to Circle) * Bookings
From the perspective of the administrative team: As an admin I want to clearly see who signup for a membership that day/week so that I can prepare accordingly (staff accordingly) As a admin I want to be able to see a member’s training record so that I’m sure that they are allowed to operate that asset (machine/tool).
The plan - How we can engage with our users to solve their problem: We expect that by giving our users the agency to sign-up on the spot, our conversions rates will be higher, and we’ll be opening up a communication channel to start our relationship.
We are also developing a fully digital membership tier (on Circle.so),
We expect that by digitizing the Terms and Conditions we’ll hit a much higher level of compliance and alleviate the administrative burden from our staff.
In order to learn from customers quickly, we plan to digitize all of the sign-up process and apply the necessary analytical tools and processes to track each step of any implemented marketing/sales funnel.
The plan - How we can engage with our users to solve their problem: Our users should feel a seamless experience. 1. It all starts with the user selecting which membership they want (fully digital, part-access, full-access, or business) → These tiers are not 100% defined, nor fixed for the foreseeable future, we have to have the agency to be able to change these. [Membership tiers exploration] 1. Upon deciding which membership suits them better, the user should be able to fill-up a form (like this). 2. Upon completion of the form, the user has to go through the Terms & Conditions and sign-off digitally This signed T&C’s has to be stored by us, and [potentially] automatically sent to the user. 1. The user has to be able to provide their credit card details - For recurring billing. 2. This will create a member’s profile on our backend → Stored in Coda (potentially with a digital twin in Google Sheets for auditing purposes). 3. This information will be updated based on training records, and such records will be used for machine bookings and further development of a learning management system 4. The customer schedules a visit
The tough questions: A difficult question we anticipate needing to answer is How to migrate the existing members we already have by keeping their unique ID (they already have printed cards with such ID)