Connecting Telecom Innovation: A Scalable Membership Experience for a Global Network

The Challenge

The Telecom Infra Project (TIP) is a global nonprofit accelerating innovation in telecom infrastructure by connecting operators, vendors, and technology providers. Fueled by a vision to expand connectivity to all parts of the world, the Telecom Infra Project was developed as a global organization open to all organizations operating in the telecommunications sector. The mission was to engage collaboratively with these powers of industry to innovate on solutions that will drive the next evolution of how humans engage with digital applications. But as TIP grew, so did the complexity of its member management.

Onboarding was inconsistent. Tools were siloed. Incomplete applications piled up. The member experience—central to TIP’s mission—lacked cohesion and clarity. TIP needed more than a platform. It needed insight into what its global members were experiencing, and a solution to unify their journey.

The Solution

Launch took a two-part approach:

1. Mapping the Member Journey‍

We began by interviewing working group leads and select members to uncover friction points, emotional drivers, and areas of unmet need. This research fueled the development of an end-to-end member journey map, identifying gaps, inefficiencies, and opportunities to improve the experience.

2. Building the Membership Platform

‍Our DevOps team then designed and deployed a custom membership management platform in Azure. The platform integrated with Salesforce, GitHub, Workplace, and Atlassian—automating member provisioning and reducing drop-off during sign-up.

The platform continues to evolve to support TIP’s regulatory, legal, and operational needs—helping maintain seamless global collaboration.