Product & Design 1 min watch
Jobs-to-be-Done: from doubter to believer
Two years ago, I’d never heard of the Jobs-to-be-Done framework. Was it truly a better way to design products and innovate?…
Product & Design 1 min watch
Two years ago, I’d never heard of the Jobs-to-be-Done framework. Was it truly a better way to design products and innovate?…
Product & Design 11 min watch
When you’re building a new product, you need to help customers understand the value your product delivers – fast. Designing…
Customer Engagement 10 min watch
What job are customers hiring your product for? At Intercom the answer to this question informs our entire go-to-market strategy,…
Product & Design 13 min watch
User onboarding for the first several years of Intercom centered on one action: install a snippet of JavaScript. For our…
Product & Design 10 min watch
User research at a tech company typically lives within the product team. Researchers work with product managers and designers to…
Product & Design 12 min watch
Almost every company claims that they want to be innovative and disruptive. But scratch beneath the surface and the claim…
Product & Design 10 min watch
Product research is no longer a heavyweight process that takes place in labs, with whiteboards and clipboards, which takes months…
Engineering 10 min watch
A core value of Intercom’s engineering culture is to run less software. It helps avoid what Jeff Bezos at Amazon…
Product & Design 26 min watch
When developing new products, we are too focused on technology itself rather than what it will enable. Yet it is…