Townsquared: My Business
How might Townsquared infiltrate the internal operations of Small Businesses to create a new indispensable tool for SMB operations?
Customer Discovery Research
The app is currently used by 5,000+ Small Businesses and all their employees. Townsquared founders have since then established a new company with this product and raised Series A capital.
Over 50 in person user interviews
I met with dozens of SMB owners and staff to understand the internal operations challenges we could potentially intervene in, observing their environment and probing broadly about what it's like to run a small business.
I’m here 7 days a week and it’s by design, this is how I know that everything is running smoothly.
I’d love to meet someone who runs a REALLY large business and see how they do it. I have 10 employees and I’m totally overwhelmed!
Josie Baker Bread
Sometimes I print stuff, sometimes I send it in an email, it’s hard to know wether one is more likely to be read than the other
In-Symmetry Wellness & Spa
High level insight
Holding employees accountable and ensuring everyone is on the same page is at the core of SMB operational challenges.
There’s No industry standard
No business is built the same. their operations will vary dramatically from one to the other; there is no rule book or easy answer on Google.
communication is scattered
Communication 'protocols' are all over emails, text messages, post it notes, etc. It is hard to stay on the same page.
There’s a Lack of accountability
Owners feel the need to be in their business so that it runs smoothly, instead of dedicating their time to growing the business.
access to Technology
Owners and managers often have a different relationship with technology. i.e. Not all staff have smartphones.
Managing staff is overwhelming
Building relationships & good communication with staff is important to managers but it requires lots of time and energy, and is overwhelming.
Business owners are constantly receiving information from many different sources, without much control over it.
25 prototypes for 25 businesses
To develop the ideal feature set, we performed over 25 user testing sessions testing over 15 iterations of the product. Based on the feedback from these sessions, we were able to develop the final feature set for Townsquared My Business.
Creating a communication tool for
From over 25 prototype testing sessions where we tested a large spectrum of features, we identified the minimum features that would provide small businesses with the operational value they're looking fro this product. First version of this product is currently in Beta.
Topics & DM's
The ability to create multiple chat rooms under specific topics and message specific people, all in one place.
Spaces where staff share/find information based on what topics they've been invited to.
The ability to create, assign, prioritize and receive notifications related to specific tasks.
Text Messaging Integration
Allow employees who don’t have a smart phones to participate in important conversations.
Important messages flow
Making sure time sensitive information is read first.
Important task flow
Making sure staff know what to do and when they need to do it.
Log in flow
Using familiarity to other business softwares to engage staff
In order for Townsquared to become the SMB dashboard, we will need to allow integrations to other software to be overlayed into this communication platform.