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? In these situations, we’re all probably trained to deeply understand the user’s problem first. But just how far should we go down this rabbit hole, and what good does it actually do? What results does it yield?
In this talk, Cindy will explain how her team designed and built key features in Intercom’s Respond product that began as simple customer requests yet ended up far beyond their origins.