CICM Member Portal Transformation
Three-stage digital transformation of the member portal and web presence for 20,000+ medical professionals, spanning design systems, platform migration, SSO integration, and CPD compliance infrastructure.
Challenge
The College of Intensive Care Medicine's digital estate had grown fragmented over many years. A disjointed member experience, a legacy Kentico CMS, manual compliance workflows, and siloed department portals were generating 70% of daily support queries and creating friction across every stage of the member journey.
My role
eLearning and Digital Experience Lead. I owned the full transformation across all three stages, from initial stakeholder alignment and system architecture through to vendor coordination, development collaboration, UX oversight, accessibility compliance, and post-launch monitoring.
Approach
I approached the transformation in three focused stages. Stage 1 addressed the web presence and design system foundation. Stage 2 tackled SSO integration, finance modules, and department portals. Stage 3 completed the CPD compliance infrastructure and dynamic content systems. Each stage ran as a defined delivery cycle with clear milestones and stakeholder checkpoints.
Outcome
A fully transformed digital estate: a unified design system, a modern ASI RISE platform, a connected Moodle learning environment, and a live CPD compliance dashboard. Daily support queries reduced by 70% in the months following completion.
Key outcomes
- 70% reduction in daily support queries through UX redesign and self-service improvements
- Zero-downtime migration from Kentico CMS to ASI RISE dynamic pages
- 20,000+ medical professionals on a modern, accessible digital platform
- SSO connecting member portal, Moodle LMS, and CPD compliance systems across AU and NZ
- WCAG 2.2 compliance across the full digital estate