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 "How We Built Stuff Nobody Asked For” by Cindy Chang, Senior Product Designer at Intercom

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Disclosure: these beautiful slides were all designed & drawn by the speaker herself <3

Intercom helps companies handle all customer communication in an integrated way. Its growth is impressive - they went from $1M to $50M ARR in just 3 years. 

As a startup, the temptation to be everything to everyone is strong. The case is even more so for Intercom who wants to rule over everything CRM. 

So what do you do when you’ve heard the same feature requests from customers time and time again? Do you just build the darned thing to appease them? 
We’re trained to deeply understand the user’s problem first. But just how far should we go down this rabbit hole, and what results does it yield?

In this talk, Cindy shares how her and her team designed and built key features in Intercom’s Respond product. It all began as simple customer requests... that ended up far beyond their origins. ✨

Cindy Chang is a Senior Product Designer at Intercom where she’s on the mission to make business personal. A San Francisco native, Cindy studied at Stanford University and previously worked at companies like Salesforce and Intuit.

She’s passionate about designing workshops and blending design thinking methodologies with visual narrative to create meaningful products. On the side, Cindy lives a double life as an aspiring children’s book writer and illustrator.

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 "How We Built Stuff Nobody Asked For” by Cindy Chang, Senior Product Designer at Intercom

  1. 1. Cindy Chang
  2. 2. Senior Product Designer at Intercom @cindyjchang
  3. 3. You Your customer
  4. 4. You Your customer
  5. 5. You Your customer
  6. 6. Hi - Do you have customer surveys? Can you enable ratings on your chats? hello, do you support an nps style measurement on intercom Do you have any suggestions to measure whether customers were satisfied with our response? Can users who spoke with us receive a last question, if they were happy with the way they were helped? Like thumbs up/ down or with smileys Can we send a message like "Please click the emoji that best describes your support experience” I want to set up automatic feedback survey to have our members rate their satisfaction with our support team. Why is not possible to have Users leave a score for the chat they just had, 1-10, smiley or similar...? How do I activate the option to rate your response inside our Intercom? Do you have a CSAT rating feature to measure customer satisfaction?
  7. 7. Design from first principles Think big, start small Ship to learn Build the team on open and over communication Design for emotions to win hearts and minds
  8. 8. *Other support tools *
  9. 9. *
  10. 10. *
  11. 11. Design from first principles Think big, start small Ship to learn Build the team on open and over communication Design for emotions to win hearts and minds
  12. 12. @cindyjchang

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