Product & Design 6 min read
Focus on the job, not the customer
Personas are a tool for sharing a common vision of a target user with everyone on a project. When everyone…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Product & Design 1 min watch
Writing an interface
Writing an interface has similar traits with writing anything else – but the language of interfaces can pose some unique challenges.
Product & Design 3 min read
Gimmicks and patterns in interface design
Launching an app with distinctive interface features can work out incredibly well. Path did this last week and has reaped…
Product & Design 3 min read
The problem with data driven decisions
The mathematician searches around the lamppost on his hands and knees. “What are you looking for?” a bystander asks. “My…
News & Updates 1 min read
You Can’t Fake Culture
Sapient released a truly awful video today, reminding us that you can’t fake culture and you can’t buy cool. If…
Product & Design 2 min read
Features & Physics Envy
I use the above graph to pick what features to add or improve based on how many customers use them,…
Product & Design 5 min read
To Sustain or disrupt?
In a talk titled Reinventing IT, Prof Clay Christensen, author of The Innovators Dilemma, asks a simple question: Why do…
Customer Service 6 min read
The Death and Rebirth of Customer Experience
Trading online is seductive. No rent. No property tax. No opening hours. It’s 24/7/365 and more than that it’s worldwide….
Customer Engagement 2 min read
Why startups need a strong vision
Meaningful companies are built upon a strong timeless vision. Let’s look at some examples… “To organize the world‘s information and…