Product & Design 26 min watch
Solving real world problems
When developing new products, we are too focused on technology itself rather than what it will enable. Yet it is…
Product & Design
Our latest thinking on building and designing great products
News & Updates 4 min read
Design principles: in-app messaging
We recently released the second generation of a core Intercom feature, in-app messages. Redesigning a core-feature is always high risk,…
Product & Design 12 min watch
Why does your company exist?
Why does your company exist other than to make money? Many people can’t succinctly answer that question, and that is a…
Product & Design 10 min read
Rarely say yes to feature requests
Here’s a simple set of Yes/No questions that you can quickly answer before you add another item to your product roadmap….
Product & Design 4 min read
Growth hacking is bullshit
Step 1: Build a product. Step 2: Release a product. Step 3: Growth Hack your way to success. It all…
Product & Design 4 min read
The blind product manager
Ask any product manager and they will tell you that seeing and talking to their users is critical to success. Yet few walk the walk. They look at analytics or outsource research, but they have never engage in conversations directly. Product managers who don’t talk to their customers are effectively blind.
Product & Design 5 min read
Why I left Google to join Intercom
After a 7.5 year international adventure with Google, I’ve joined Intercom as Director of Research. So, what lured me away…
Product & Design 2 min read
Start with a cupcake
The quicker you can get feedback on what you’re thinking the better your idea will be. Usage is oxygen for…
Product & Design 6 min read
On magical software…
Software is most impressive when it gives you things for free. When just a simple few taps or clicks delivers…