Product & Design 7 min read
How we design at Intercom
“…great designers are dogged in understanding the problem they are dealing with. Their curiosity and tenacity for understanding doesn’t end…”…
jobs-to-be-done
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.
Product & Design 7 min read
Designing features using Job Stories
Personas and User Stories made sense when customers and product teams were far from each other. That’s no longer the…
Product & Design 1 min listen
An interview with Ryan Singer
I talked with Ryan Singer from 37signals about design practices, product management, the merits of UX processes, and lots more….
Customer Engagement 1 min read
Creative advertisements
Understanding the value of offline advertising is messy. Billboards, for example, are priced based on how many cars drive past…
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,…
Customer Engagement 2 min read
Overcoming customer inertia
To create an anxiety relievable only by a purchase… that is the job of advertising. Advertising increases familiarity, reminds consumers…
Customer Engagement 4 min read
What jobs does advertising do?
Advertising on the web is easy… just calculate how much money a customer is worth, then find a way to…
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…
Product & Design 5 min read
Where to draw the line as a product manager
The most important thing a product manager does is decide where their product stops and someone else’s product takes over….