Work Townsquare Media

Chaos to Clarity: Unifying Teams with a New CRM

Five departments, five versions of the same client: how do you bring them together? I reimagined the search and information architecture, and Townsquare Interactive went on to break its churn record twice in one quarter.

Information Architecture
UX Research
Service Design
Stakeholder Alignment

+119%: Net adds in one quarter
Record: Company churn record
12,654: Live clients on one shared record

Role: Senior Product Designer
Team: Townsquare Interactive
Company: Townsquare Media
Period: 2016 — 2018

Protected

Confidential information

Unlock this case study to see the results of this work by contacting me for the password.

What's inside

Five departments each kept their own version of the same client, and every fix made the next one worse. How one search box turned into the argument for rebuilding the record underneath it — and what that broke open.

Request the password

Usually within a day Or write to nachapman@gmail.com