In order to design the best possible product, you need to first understand how users do the jobs they employ your product for. This means fully understanding your users' workflows from start to finish, including all the steps they do outside your app. Using Intercom, it’s easy to ask your users about their workflow, so that you can design to satisfy their jobs-to-be-done.

Here's an example: 

A customer of ours who owns a photo sharing app suspected that they understood how their customers were interacting with their product. That is, they figured their customers were dragging and dropping an image file from their computer onto their app icon, for quick upload, as the design intended. But they weren't 100% sure this was the case. So, they investigated.

They sent a simple message in Intercom requesting a quick summary of how their users were working. What they got back was really interesting; there were several extra steps their customers had been taking before uploading a file to their app. 

  • First, they were using a separate screengrab tool, because it had a cropping option. 
  • Then they were bringing the screengrab into a drawing tool to overlay some basic callouts. Then they were screen grabbing it, again! 
  • Finally, they were dragging and dropping the file into their app. This helped our customer fully understand what they needed to build. It informed their product roadmap for the following months, and you can bet it included screengrab and annotation features. 

As you can see, Intercom is great for figuring out user behavior, and letting that inform your product's evolution.

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