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…
Product & Design
Our latest thinking on building and designing great products
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…
Product & Design 8 min watch
Product strategy in 7 minutes
A seven minute summary of everything I’ve learned about product strategy. What could go wrong… Awhile back I had the…
Product & Design 4 min read
Iterative Improvement Is No Substitute For Creativity
With so many tools to measure, experiment, and quickly iterate through the designs of cloud software products, it’s tempting to…
Customer Service 3 min read
How to Educate & Persuade Customers
The most effective messages we see in Intercom either educate or persuade customers. Let’s talk about why they work. If…
Product & Design 3 min read
How to launch with a validated idea
Product market fit means being in a good market with a product that can satisfy that market. Getting there is…
Product & Design 6 min read
How to hire designers
A beautiful product that solves a problem no one has will fail. An ugly product that solves a real problem well…
Product & Design 9 min read
The dribbblisation of design
There are divergent things happening in the product and interaction design community. On one hand, we have some amazing pieces…
Product & Design 4 min read
Why cards are the future of the web
Cards are fast becoming the best design pattern for mobile devices. We are currently witnessing a re-architecture of the web,…