At Intercom, we’re working with Clay Christensen’s Jobs framework for product design. We frame every design problem in a Job, focusing on the triggering event or situation, the motivation and goal, and the intended outcome. And we blog about it in the process.
As Intercom grows, we’re moving into new markets and serving new kinds of customers. For product managers, this means evolving to build for upmarket companies while ensuring Intercom’s long-standing customers remain at the center of what we do.
Product & Design 5 min read
Writing a problem statement can be deceptively hard, requiring a deep understanding of customers and abstract concepts. Here are seven techniques to un-stick yourself as you draft a problem statement.
Customer Engagement 10 min read
So you have an amazing product and now it’s time to craft a killer landing page to sell it. Here’s how we create landing pages that convert.
Customer Engagement 6 min read
People used to buy goods and services according to what was called the AIDA model – attention, interest, desire, and action. Digital marketplaces have disrupted that order, making onboarding and first use experiences more crucial than ever.
Product & Design 5 min read
The ideal onboarding experience is an easy and frictionless path to finding value. Consumer products perfected this by building onboarding…
Product & Design 4 min read
In product development understanding the outcome customers want, and what they currently use to get that outcome, is essential to making a better solution.
Product & Design 35 min listen
Bob Moesta pioneered the Jobs-to-be-Done (JTBD) framework in the mid 90’s, alongside Harvard Business School Professor Clayton Christensen. In short,…
Sales 5 min read
Very few non-fiction books have had the long-lasting impact of Dale Carnegie’s 1936 classic, How to Win Friends and Influence…
Customer Engagement 5 min read
No matter how good your product is, if you can’t tell a cohesive, compelling story about it, you’re going to…
Customer Engagement 3 min read
Sometimes your customers really want to use your feature or product, but they also want something else that simply isn’t…