Designing a product is a balancing act. At Intercom, we balance strong opinions about the future of customer support with our goal of meeting a huge variety of customer needs.
Product & Design 15 min listen
It’s easier to make things people want than to make people want things. From starting with the problem to taking ownership of what ships, focusing on the right areas can make all the difference in crafting a useful solution that actually solves your customers’ problems.
Engineering 8 min read
At Intercom, we start with an understanding of a real problem that our customers experience. It sounds simple, but why do so few companies do it well?
Product & Design 15 min listen
With every product we build, we’re always aiming to deliver the most value to our customers as quickly as possible. Our engineering principles help us do just that.
Product & Design 5 min read
Our engineering principle “shape the solution” allows us to deliver better customer value and maintain a team of highly engaged, aligned and motivated individuals. Shaping the solution means that we never blindly execute on requirements defined by others. We deeply understand the value of our work, and help design solutions which efficiently deliver that value.
Product & Design 18 min listen
Listen to members of our Engineering and Product Design teams discuss the principles that help us ship fast and scale quickly.
Product & Design 16 min listen
Software only becomes valuable when it’s delivered to customers. By following fundamentals and stripping unnecessary complexity from the equation, we can do it fast and efficiently.
Product & Design 5 min read
We often fall into the trap of assuming that the more complex a product, the more powerful it is. At Intercom, we steer away from complexity and keep things simple.
Product & Design 14 min listen
Hear from experts across Intercom’s R&D team talk about the principles that guide their work everyday.
Product & Design 7 min read
We focus on the problem and finding the right design to solve it. We try to default to existing design conventions, but if those don’t exist, or if they’re not good enough, we create something new that does solve the problem.
