Intercom on Product Management

Intercom

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How do you build something people actually want and will use time and time again? Sharing lessons we've learned in the six-plus years building Intercom, in this series you'll learn how to evaluate your current product, how to decide which features to build in a haystack of those you shouldn't, best practices for getting those features used, and much more.

EPISODE 1

Chapter 1: How are people actually using your product?

Before you start creating a product roadmap that will lead to greatness, it’s time to take stock and see what’s currently going on in your product. How many people are actually using each of your product’s features? Let's find out. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

6 min
EPISODE 2

Chapter 2: How to improve your features

A good product manager makes improvements that will benefit the business and its customers, but that doesn't have to mean shipping new features. In this episode, we walk through 3 ways to retool your current features. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

8 min
EPISODE 3

Chapter 3: When to say no to new features

Product managers have to be great at saying "no" to new feature requests. It's the most important word in their vocabulary, and in this episode we walk through 12 scenarios where it's invaluable. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

17 min
EPISODE 4

Chapter 4: Making things people want

The problems people encounter in their lives rarely change from generation to generation, but the products they hire to solve these problems change all the time. Why a strong understanding of the outcome customers want, and how they currently get it, is essential to succeed in product management. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

5 min
EPISODE 5

Chapter 5: Which new features should you actually build?

What things should you actually add to your product roadmap? We've got an acid test of 10 'Yes or No' questions, and any feature must score straight yes's if it's going to get built. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

11 min
EPISODE 6

Chapter 6: How to fight physics envy

We’d all love it if the ROI for a feature was always perfectly proportional to the time we spent on it. That's not the case – but in software it can be an advantage. Plus, a 5-step process for rolling out new features. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

6 min
EPISODE 7

Chapter 7: Why do new features flop?

New features are just code that’s gathering virtual dust, unless they're being used by your customers. To keep your next launch from flopping, ask yourself these 5 key questions before you ship. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

6 min
EPISODE 8

Chapter 8: How to increase user engagement

There is no consistent quantifiable definition of engagement across different products, but if you make user engagement a priority there are loads of quick wins to be had. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

7 min
EPISODE 9

Chapter 9: Get comfortable killing a feature

Feature creep comes at a high cost, which is why you must get comfortable killing a feature. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

4 min

9 Episodes

How do you build something people actually want and will use time and time again? Sharing lessons we've learned in the six-plus years building Intercom, in this series you'll learn how to evaluate your current product, how to decide which features to build in a haystack of those you shouldn't, best practices for getting those features used, and much more.