Product & Design 7 min read
How we design at Intercom
“…great designers are dogged in understanding the problem they are dealing with. Their curiosity and tenacity for understanding doesn’t end…”…
Product & Design
Our latest thinking on building and designing great products
Customer Service 5 min read
7 things I wish every search box did
It’s hard to imagine a product without search, yet it’s rare to see a product that does it well. It’s…
Product & Design 3 min read
Four Things I Wish Every Chart Did
Analytics tools are great for collecting data that’s easy to measure, and visualising it in beautiful charts. Sadly, this usually…
Product & Design 2 min read
Some things can’t be wireframed
Research and analysis help show you the workflows, usability principles ensure it’s clear and intuitive, but how do you get…
Product & Design 3 min watch
Be comfortable killing your features
Killing a feature that you designed, fought for, and launched is hard. But your product needs to maintain focus in…
Product & Design 4 min read
Why New Features Usually Flop
Launching a successful feature demands the same skills as launching a successful product. The difference is that you also have…
Product & Design 31 min watch
The future product canvas
We are all designing complex, dynamically changing, social systems. A few months ago I gave the the opening keynote at…
Product & Design 7 min read
Designing features using Job Stories
Personas and User Stories made sense when customers and product teams were far from each other. That’s no longer the…
Customer Service 5 min read
How Mention Increased Activation Rate by 50%
Much has already been said about the importance of getting users, and about converting and retaining them. However, most of…
