Case CChC
Industry
Industry Association
Services
Experience Design & CX, Business & Strategy
Client
CChC (Chilean Chamber of Construction)
Year
2019
Challenge
Modernizing the Industry Association Experience.
The Chilean Chamber of Construction (CChC) was facing significant challenges that limited the active and effective participation of its members. Key issues included:
- Information overload, making clear communication difficult.
- Low participation in association activities due to limited digitalization.
- Traditional meeting and management formats, poorly adapted to modern needs.
The goal was to transform the association experience by creating a more accessible and modern environment capable of fostering active interaction and cohesion among members. Achieving this required the integration of technology and innovative, user-centered methodologies. It was also essential to promote a more participatory culture aligned with members’ needs and expectations, strengthening their sense of belonging.
Solution
User-Centered Design.
Research.
BBK Group began with an in-depth research phase, participating in more than 50 national instances to gain a comprehensive understanding of members’ needs and expectations. This phase included:
- Interviews with members from different seniority levels and backgrounds to understand their experiences, focusing on pain points and opportunities for improvement within association processes.
- Dialogues with administrative teams, who provide essential support to the association and have a strong operational perspective on daily challenges.
- Analysis of international benchmarks, adapting global best practices to the local context and enriching the project with innovative ideas.
Development of Tailored Solutions.
Based on research findings, BBK Group designed and implemented solutions that redefined the association experience:
- Creation of archetypes: Detailed representations of different member profiles and their specific needs, enabling personalized initiatives and ensuring members felt represented in the improvements.
- User journey mapping: Identification and optimization of key moments in members’ interactions with the association, helping prioritize the most relevant touchpoints.
- Co-creation workshops: Collaborative spaces where members and administrators worked together to define a distinctive association experience. These workshops explored practical solutions aligned with the organization’s objectives.
Digitalization.
The integration of technology was essential to modernize the association’s operations. Implemented tools included:
- Interactive digital platforms for managing meetings and events, simplifying planning and follow-up while reducing organizational complexity.
- Agile methodologies to optimize the organization of association activities, resulting in more productive and focused meetings.
- Enhanced communication channels, effectively connecting members and administrators through direct messaging tools and information dashboards, ensuring key information reached all stakeholder
Results
Impact on CChC.
The changes implemented by BBK Group generated a significant impact on the association’s operations:
- Increased active participation of members in key activities, with attendance rates at meetings and events rising by 35% after the implementation of new tools.
- Personalized interactions, tailored to individual needs through archetypes and journey maps, increasing member satisfaction and perceived value.
- More efficient meetings, aligned with organizational objectives and focused on key decision-making, saving time and resources.
- Optimized digital platforms, improving access to information and internal organization while reducing response times.
Additionally, the modernization positioned the Chilean Chamber of Construction as a benchmark for industry association innovation, standing out both locally and internationally.
BBK Group
Industry Transformation Through User Experience Design.
This project demonstrates the power of user experience design to transform traditional industry associations and organizations. By combining technology, deep research, and innovative methodologies, BBK Group delivered a more efficient, personalized, and participatory association experience.
At BBK Group, we are leaders in brand and business transformation in Chile. If your organization is looking to modernize and adapt to today’s demands, contact us and discover how our integrated solutions can help you achieve your goals.
