Our latest thinking on building and designing great products
Product & Design 30 min listen
When I joined Intercom, we were tiny: about 50 people. We’ve grown to over 600. Over that period, we’ve made many, many mistakes – some big and some small.
Product & Design 1 min read
At its core, product design is about cost-benefit analysis, and it’s key to determine how useful a certain feature will be versus how hard is it to build. Here is a useful framework to help your analysis.
Product & Design 9 min read
The entire SaaS business model is dependent on people using your product consistently over time. Here’s how you can measure and score engagement for your product.
Customer Service 4 min read
We are big fans of emoji at Intercom, but when we noticed people were reluctant to use 😍 to rate conversations, we did some further research. Here’s what we found.
Product & Design 30 min listen
How do you put a box around a product that defies categorization? How do you name an all-in-one solution for a plethora of problems, which – until now – have required individual tools?
Product & Design 3 min read
Product teams and sales teams need a way to collaborate on the product roadmap, because otherwise, you’re not listening to the potential market or answering their needs.
Product & Design 1 min read
Often in software you’ll hear that you get something for free, like “the framework just gives us this for free.” But you’ll quickly discover there is always a cost, because nothing is ever “free” in software.
Product & Design 28 min watch
I share 5 stories about the lessons I’ve learned during my tenure as VP of Product. When building software products, what do we do when there’s a problem? We know something’s broken, and we want to fix it. But in fixing it, we can over correct.
Product & Design 30 min listen
I hosted a roundtable discussion with VP of Product Paul Adams and Director of Product Design Emmet Connolly to discuss what’s on the horizon for bots, messengers and apps in 2019.