As of March 2019, customers applying for Associate Membership of the\nLibrary have been able to pay online using the Queen\u2019s online payment\nfacility. Previously, all applicants had\nto pay in-person at the McClay Library or over the phone after submitting an\nonline application. The move to online\npayment resulted in a considerable change to the application process and was\none that the Associate Membership team were keen to receive customer feedback\non. <\/p>\n\n\n\n
As a result, a customer journey map exercise was carried out in October\n2019 to gain an insight into a customer\u2019s experience of applying for Associate\nMembership. This provided an excellent opportunity\nto review not only the new online payment option, but also the application\nprocess itself. The exercise covered the\nentire application process, from submitting an initial application through to\ncollecting their card in the McClay Library. \nOverall, the feedback received was positive and complimentary of the\nprocess. However, it was suggested that some\nof the information provided during the application process needed further\nclarification. To date, we have\nimplemented several changes in response to this feedback. These include:<\/p>\n\n\n\n
For further information on Associate Membership and how to apply, please\nclick here<\/a>. <\/p>\n","protected":false},"excerpt":{"rendered":" As of March 2019, customers applying for Associate Membership of the Library have been able to pay online using the Queen\u2019s online payment facility. Previously, all applicants had to pay in-person at the McClay Library or over the phone after … Continue reading