Product & Design 7 min read
Design is a conversation
It’s often said design is a dialogue between designer and user. We talk to users about what they want and…
Product & Design 7 min read
It’s often said design is a dialogue between designer and user. We talk to users about what they want and…
Product & Design 5 min read
Design patterns are reusable solutions to common problems. They greatly speed up the design process, giving designers a common vocabulary…
News & Updates 5 min read
Building a sound, intuitive message editor for use everywhere in Intercom proved to be a much more challenging, time-consuming, and…
Customer Service 5 min read
Knowing precisely what you want to achieve from a message before you send it is key. Not only to crafting…
Customer Service 5 min read
The messages you send to customers need to work hard and work fast if they’re to engage with any real…
Customer Service 4 min read
What are you hoping to achieve when you message customers? Do you want them to simply open the email, and…
Engineering 10 min watch
A core value of Intercom’s engineering culture is to run less software. It helps avoid what Jeff Bezos at Amazon…
Product & Design 11 min read
Messaging isn’t about text. It’s about conversations. Here’s why the simplest apps on your phone are quickly becoming the most…
News & Updates 6 min read
I recently left my job at Google to head up the Product Design team at Intercom. Here’s why I thought…