Connecting a venue website to an existing membership system
How Klarnow approached Runway’s website and existing loyalty platform as one customer journey, with clear boundaries around the work delivered.
The useful answer
A venue website should help people understand the experience, find the right membership route and arrive at a next step the team can actually support. Runway illustrates why the connection between a public website and an existing platform can matter as much as either interface.
The problem behind the redesign
For a hospitality business, the public experience creates expectations before a customer arrives. A membership platform then has to support what that experience promises. If the language, navigation or handoff is unclear, the customer has to work out which system to use and the team has to explain the gap.
The Runway brief brought the website and an existing loyalty platform into the same discussion. The strategic question was where the experience needed to become more coherent. Replacing everything was not the starting assumption, because an existing platform is an asset to understand before it becomes a rebuild decision.
What Klarnow contributed
Klarnow worked on the public website and refinement around the operational platform. The inherited loyalty system was originally built by another supplier. Keeping that distinction visible gives a prospective client a more useful account of the work than claiming ownership of the entire technology stack.
The October project review supports live website work and continued platform refinement. This case therefore concerns customer-journey design, website delivery and the relationship with an existing system. It does not establish completed payment-provider connections, MyPOS integration or a measured commercial uplift.
The decision process
The useful sequence is to map discovery, membership and the team handoff, then identify which part of that sequence needs changing. This separates a presentation problem from an access problem and an integration problem. Each can require a different owner, a different test and a different definition of completion.
For another venue considering similar work, a practical review starts with a customer task: finding a night, understanding membership or returning to an existing account. Follow that task through every screen and record where information must move. This is a recommended review method, not a claim that every possible Runway journey has already passed acceptance.
What a dependable release needs
A useful acceptance check should cover a new visitor, a returning member, a staff user and an unsuccessful attempt. The team should agree what happens when a customer cannot sign in, a record is missing or a connected service is unavailable. A polished screen does not resolve those decisions by itself.
The lesson for a growing business is to scope the connection before committing to a whole new platform. Retain what is useful, improve the customer-facing experience and verify each operational dependency separately. Runway’s current case record is a live website with platform refinement in progress.
The documented position
The October project review describes live website work and continued refinement of the operational platform.
No verified transaction volume, completed MyPOS connection or quantified commercial uplift is claimed.
Source basis: project review, 14 October 2026.
What to take from this
Before replacing your software, identify the specific handoff that customers and staff find difficult. That is where a focused improvement can begin.