Product & Design 3 min read
Deliberate product improvements
It’s risky to try to improve any part of a product without understanding the job that it does for customers,…
Product & Design
Our latest thinking on building and designing great products
Product & Design 1 min read
Bad channels and the wrong customers
Problem: You’ve launched your product, it’s getting plenty of coverage. People are signing up, but no one is actually using…
Product & Design 2 min read
Designing sequences not stills
Designing software based on a checklist of screens can blind designers to the overall customer experience. To understand any individual…
Product & Design 5 min read
Asking questions beats giving advice
Advising any business is hard. I’m hesitant to do it. It’s all too easy to give bad advice, which steers…
Product & Design 2 min read
Designing for Viral Distribution
At some point every product owner ponders how to make it go viral, as a thought experiment if nothing more….
Product & Design 1 min read
TALK: From Data to Insight
Most analytics tools and applications focus on two things: tracking data that is easy to measure, and showing visualisations that…
Customer Service 2 min read
Product Demos That Don’t Suck
Product demos can be a great marketing tool when they focus on giving the attendees a fantastic experience. Customers should…
Product & Design 2 min read
Prioritising Features: Who’ll Use It & How Often?
The Swiss Army knife is a remarkable product. By combining many products of low utility, it becomes a product of…
Product & Design 3 min read
3 rules for customer feedback
Gathering useful timely feedback from customers can be a long process. Intercom makes it faster and easier than ever before…