The job of research is to distill complex problems so that your team understand the what, the why, and the how of the problem at hand....

The most powerful thing you can understand when building a product is the motivations behind people’s actions. At Intercom we’re...

There’s lots of resources for getting started with Jobs-to-be-Done interview techniques. Yet most of these apply to physical products. If...

Marketers know instinctively their work impacts the bottom line (traffic spikes, growing signups), but they don’t always know which work...

When thinking about product research, you shouldn’t be asking yourself, “Can we afford this?” It should be, “Can we afford not to do...

Lots has been written on what attributes help define a great product manager. When you put them all together, what emerges is actually a...

Empathy – understanding another person’s condition – is a foundation of research in product development teams. But ironically, in...

In the past 10 years, I’ve sat in countless meetings in multiple countries where Product Managers at technology companies talked with...

It rarely makes sense to take product feedback from all users and it never makes sense to get it all at once. At the outset of a new...

After a 7.5 year international adventure with Google, I’ve joined Intercom as Director of Research. So, what lured me away from the...

There is nothing more insightful than learning how to improve your business directly from your customers. The challenge is asking...

Gathering useful timely feedback from customers can be a long process. Intercom makes it faster and easier than ever before but just...

I remember daydreaming in the boardroom of a renowned university in Ireland while pretending to listen to a group of stakeholders argue...

There are 3 types of data that every product manager or application owner should have easy access to: User Activity, Product Usage, and...

It’s crucial for start-ups to know who uses their application and how. One of our goals with Intercom has been to surface this...

A closed beta is an excellent feedback loop. It lets you see what works well in your application, and it helps you understand the jobs...

Private betas are great for controlling access to a product as you tweak it. They work best when your product delivers value, but isn’t...

I use the above graph to pick what features to add or improve based on how many customers use them, and how often. This leads to curious...