News & Updates 1 min read
Intercom raises $1M
Our goal with Intercom is to provide a product for every single web business to help them proactively build and…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Design and Premature Optimization
Grandma’s rule has a common meaning across countries & cultures. At a simple level it’s usually understood as “eat your…
Product & Design 2 min read
Copy the Fit, not the Features
The world of start-ups is obsessed with outliers. Companies who have achieved remarkable success through a combination of their activities….
Product & Design 4 min read
Sustainable advantages for startups
In Gimmicks and Patterns I wrote that new features either become table stakes, or are dismissed as being gimmicky. As…
Product & Design 5 min read
5 ways to improve the app store for customers
As the music companies found out, distribution is about ease of use. Actions that make products harder to buy and…
Product & Design 6 min read
Focus on the job, not the customer
Personas are a tool for sharing a common vision of a target user with everyone on a project. When everyone…
Product & Design 1 min watch
Writing an interface
Writing an interface has similar traits with writing anything else – but the language of interfaces can pose some unique challenges.
Product & Design 3 min read
Gimmicks and patterns in interface design
Launching an app with distinctive interface features can work out incredibly well. Path did this last week and has reaped…
Product & Design 3 min read
The problem with data driven decisions
The mathematician searches around the lamppost on his hands and knees. “What are you looking for?” a bystander asks. “My…