Joining RIBA without the paperwork: a new architecture.com for 40,000 members
Joining RIBA meant paper forms, multiple documents and long waits, for more than 9,000 applicants a year. Box UK rebuilt architecture.com on Sitecore and brought joining online.
40k
RIBA members
9k+
membership applications a year, previously handled offline
20
membership query emails a day before the new journey
In short
RIBA was running an organisation-wide digital transformation, and its 40,000 members wanted to do more online. Its website needed to work for members, students and people looking to hire an architect, and joining still happened on paper.
- Box UK’s discovery built on RIBA’s own member research, setting out requirements in a user story map.
- We rebuilt architecture.com on Sitecore, integrated with RIBA’s membership database.
- Joining moved online, designed with RIBA’s membership team.
- The members’ area was rebuilt to bring as many services online as possible.
- We worked alongside RIBA’s Transformation Steering Group throughout.
Customer background
The Royal Institute of British Architects exists to drive excellence in architecture. It has more than 40,000 members, and its website, architecture.com, also serves architecture students and people looking to hire an architect. For members, it’s the main route to specialist information, resources and services.
The challenge
Like many membership bodies, RIBA still relied on paper-based processes, and members wanted to do more online. Its own research set out what the new website needed to do:
- work well on any device
- appeal to everyone who visits: members, students and clients of architecture
- make content easier to create and manage, through a more flexible content management system
Joining was a particular problem. It was handled offline, involving multiple documents and long turnaround times. The membership team processed more than 9,000 applications a year and received up to 20 emails a day with membership queries.
Our approach
RIBA had already done in-depth research with members, which gave our discovery a strong start. We reviewed its documentation, interviewed stakeholders and examined the site’s information architecture to confirm the priorities, then produced:
- a user story map setting out requirements so every stakeholder could understand them
- wireframes to start the design process
- a plan for delivering both in line with RIBA’s strategy
We worked closely with senior stakeholders and RIBA’s Transformation Steering Group throughout, reporting progress regularly so the website work stayed aligned with the wider transformation.
What we built
- A new architecture.com on Sitecore, with a responsive front end so members can reach information and services on any device.
- Online joining, designed with RIBA’s membership team to replace a manual, document-heavy process.
- A rebuilt members’ area that brings as many member services online as possible, with parts opened up to prospective members and clients.
- Membership database integration through a custom API built by RIBA, so member information stays accurate across systems in real time.
- GatherContent, integrated with Sitecore, giving editors a simpler, collaborative way to write and approve content.
Delivery
architecture.com launched in beta, so RIBA could gather feedback from users and keep improving the site in line with its own roadmap. The beta was also set up as a handover period: Box UK continued to support RIBA’s team as they took on running the platform themselves.
The outcome
For the first time, people could apply to join RIBA online, instead of sending paper forms and documents and waiting to hear back. The new architecture.com serves members, students and clients of architecture from one site, connected to RIBA’s membership database so member records stay accurate.
It also gave RIBA a platform for moving more member services to self-service as its wider transformation continued.
“Technically they’re brilliant, we’re very pleased with the new beta of our website… We wanted a company that was able to create a highly usable website for our members, and they’ve absolutely delivered on that front.”
Paul Drinkwater, Head of Digital, RIBA
FAQs
Design the new journey with the team that runs the old one, and connect it to the membership database so information doesn’t need re-keying. RIBA’s joining journey was built with its membership team and integrates through RIBA’s own API.
Yes. RIBA’s Sitecore site connects to its membership database through a custom API, updating member information in real time.
A collaborative tool for writing, reviewing and approving web content before it’s published. RIBA uses it alongside Sitecore.
Usually, yes. RIBA’s site also serves architecture students and people looking to hire an architect, with parts of the members’ area opened up to help convert them.
Report regularly to the people running the transformation. Box UK worked with RIBA’s Transformation Steering Group and senior stakeholders throughout, so the website stayed aligned with work elsewhere, such as connecting to RIBA’s membership database.
What this means
For your organisation
If you’re a professional body where joining still involves forms, attachments and a queue of emails, you’re making it harder for people to become members, and spending staff time on it too.
If you’re planning to bring joining or other member services online, send us a few lines about the current process. We’ll tell you what we’d tackle first.
Talk to one of our digital experts
Tom Houdmont
Chief Technology Officer
Do you have an idea or a project you need support with?
Tom is CTO at Box UK, with 12 years’ experience helping clients deliver ambitious digital products. His background spans Solution Architecture, Front End Development and AI adoption, with particular expertise in high-traffic websites that perform reliably at scale and in embedding AI into delivery practice.
Or call us on 020 7439 1900
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