“We’ve made a distinct change in our approach at RCGP to focus on the membership experience, and try to understand how members feel about their membership and their connection to us. We want to understand the emotional connection but still need to make evidence based decisions. Research by Design get it. They understand what we’re trying to do, and the importance of being member-focused. They’ve conducted focus groups that have shaped the annual membership survey under to fit with this new approach, and are now working on developing our member profile segments. The team are easy to work with, quick to reply to queries and ask great questions to fully understand us as an organisation, and our members.”

Membership Experience Manager, RCGP