01 · New service
Create another way to participate
The need: Attendees who could not come in person needed a way to participate without losing their connection to the event.
What I did: Analyzed pricing and proposed an on-demand option with member benefits for leadership and Board review. I configured and tested it in the registration system, coordinated the launch across teams, and supported it as a live service.
Impact: 500+ people chose on-demand instead of canceling an in-person registration or missing the conference.
02 · Self-service
Put records and answers within reach
The need: Attendees needed participation records, conference history, badge details, and clear guidance without waiting for an individual response.
What I did: Created a conference records hub, badge preview, standardized letters, instructional videos, FAQs, and webpages for each stage of the attendee journey.
Impact: Standard letters became self-service, eliminating manual letter creation. Attendees can correct eligible badge details before arriving.
03 · Implementation
Make check-in run more smoothly
The need: The badge experience had to meet registration and sponsor requirements while staying quick and reliable onsite.
What I did: Led the selection and implementation of badge software and production vendors, connected the setup to registration rules, and gave attendees a way to preview their badges.
Impact: Badges printed faster, attendees appreciated the sustainable options, and fewer badges needed onsite corrections.
04 · Reporting
Make the numbers easier to use
The need: Teams needed current and historical registration information for attendee questions, planning, and leadership and Board discussions.
What I did: Designed a dashboard showing registration trends, demographics, geography, and status in one place.
Impact: For a conference that drew 13,000+ attendees in a prior year, teams can now find and discuss the same information without assembling separate reports each time.
05 · Team coordination
Give requests a clear path
The need: Event organizers needed a consistent way to request services, and teams needed a shared view of what was next.
What I did: Built a central event support form and a process for intake, routing, tracking, and follow-up.
Impact: Organizers and service teams now have one path to see what was requested, who owns the next step, and what remains open.
06 · Scheduling
Keep daily care coordinated
The need: Practitioner schedules, patient appointments, records, and follow-up had to stay aligned as plans changed throughout the day.
What I did: Coordinated scheduling and appointment details, kept records current, and followed up across practitioners and patients.
Impact: Supported a clearer daily flow for the practice and the people relying on it.
07 · Next cycle
Turn what we learned into a usable plan
The need: Decisions, procedures, and lessons from one cycle needed to be easy to find and use in the next.
What I did: Completed a registration playbook bringing together workflows, timelines, policies, and practical guidance for the following cycle.
Impact: The playbook is in use as a working guide for planning and delivering the next conference.