Customer Service 12 min watch
Who are you building for?
As a company scales it’s easy for teams to lose sight of who they’re building for. With siloed teams and…
Videos
Product & Design 36 min watch
Design in the age of entanglement
Design is becoming a rich entanglement of different ideas, technologies, trends, cultures and patterns. And this has a profound impact…
Product & Design 1 min watch
Jobs-to-be-Done: from doubter to believer
Two years ago, I’d never heard of the Jobs-to-be-Done framework. Was it truly a better way to design products and innovate?…
Product & Design 11 min watch
How users understand new products
When you’re building a new product, you need to help customers understand the value your product delivers – fast. Designing…
Customer Engagement 10 min watch
How to market the Job-to-be-Done
What job are customers hiring your product for? At Intercom the answer to this question informs our entire go-to-market strategy,…
Product & Design 13 min watch
Your onboarding has a shelf life
User onboarding for the first several years of Intercom centered on one action: install a snippet of JavaScript. For our…
Product & Design 10 min watch
Research at Intercom: thinking beyond product
User research at a tech company typically lives within the product team. Researchers work with product managers and designers to…
Product & Design 12 min watch
What does your product roadmap say about you?
Almost every company claims that they want to be innovative and disruptive. But scratch beneath the surface and the claim…
Product & Design 59 min watch
Video: The future of design with Jeff Veen
Design is in the midst of continual change, so it’s increasingly rare to hear from those who have gone the…
