Most companies spend huge budgets creating content to get people to sign up to their product. But once a customer signs up, it’s left to a handful of badly written FAQs to help people get the most from the product. It’s no wonder up to… Read more
Mike Davidson was the long-time VP of Design at Twitter until recently moving back to Seattle. He led an international team of designers and researchers building products for hundreds of millions of users. Before joining Twitter, Mike was the founder and CEO of Newsvine, the social news… Read more
The days of cold calls, visits to clients, and leisurely lunch meetings are long gone – messaging is the new forum for initial sales conversations. So how do you pick up on the essential signals and tones needed to build a relationship with potential customers?… Read more
Starting from first principles is something we do a lot in our product and design process at Intercom. I was reminded of this after reading the final piece in an amazing, highly recommended, 4 part series about Elon Musk published on Wait But Why. Almost… Read more
If you want to market mobile, using phrases like “on the go” and “at your fingertips” are meaningless. When the use case is in the title, it rarely pays to be so obvious. You can trust the customer to make the connections. The success of… Read more
If you want customers to stick around, you need to show them how to get the most from your product. Product demos make the world of difference to how customers use your product. Done right, they teach them to kick ass at the jobs they… Read more
Karen McGrane has been challenging common misconceptions about content strategy and design as a writer, speaker and practitioner for more than 20 years. A former VP at Razorfish, Karen works as an independent consultant, helping companies such as The New York Times, Disney and Conde… Read more
Uber isn’t just killing the taxi industry. Its relentless approach to distribution and scale is also putting a nail in the coffin of app stores. Smart companies like Uber are rewriting the app distribution rulebook. Instead of being a bland icon lost amongst millions of others,… Read more
When thinking about product research, you shouldn’t be asking yourself, “Can we afford this?” It should be, “Can we afford not to do this?” All product companies, particularly startups, feel the twin squeeze of time and costs. But neither variable carries the same risk as… Read more
What job are customers hiring your product for? At Intercom the answer to this question informs our entire go-to-market strategy, from the way we position our products, to the audiences we target and the content we produce. Yes, it’s an approach that runs counterintuitive to… Read more
Zara Burke
Emmet Connolly
Bobby Weisblatt
Paul Adams
Geoffrey Keating
Ruairi Galavan
Elizabeth McGuane
Hugh Durkin
Sinéad Cochrane
Matt Hodges