Intercom, Inc.

NOVEMBER 11, 2021

Users are recruiting your product to reach a specific outcome in their lives — whether that’s catching a flight to reunite with their families or using a productivity app to meet a deadline and impress their boss. We had them on the podcast way back in 2016, and they’ve even been a guest contributor to our book Intercom on Onboarding.

Customer Experience 254

Customer Experience Onboarding KPIs User Testing Feedback Software 254

Lenny Rachitsky

FEBRUARY 25, 2025

At Headspace back in 2016, we had established our product roadmap and success metrics and our mission and vision, but teams were still confused about why we were working on the projects we chose. At the company level, the mission and vision is typically articulated by the founders/CEO and tends to be durable over time.

Strategy 123

Strategy Technical Review Product Strategy Product Research 123

Intercom, Inc.

AUGUST 25, 2021

We have achieved a great deal in the past decade – we have built a lot of great product , hired hundreds of wonderful people , and helped thousands of amazing companies form lasting relationships with their own customers. It’s in our nature to look forward, to focus on shipping , to keep innovating and providing value.

Customer Experience 221

Customer Experience Data Visualization Onboarding KPIs User Friction 221

The Product Coalition

OCTOBER 26, 2020

That’s undeniable that a stand-out user interface and convenient user experience help sell products. When looking at the beautiful design, we often don’t even know who has created such a smooth digital experience. This team analyzes customers and online users’ needs to create attractive and effective solutions.

Customer Experience 115

Customer Experience Research Software User Experience User Testing 115

Mind the Product

DECEMBER 28, 2016

2016 has been a year when the craft of product management grew, evolved, and matured at a staggering rate! Brant touches on clear foundation such as focusing on customer problems rather than products, and also suggests some structures to help incentivise the kind of innovative behaviours you want. When NOT to Design Sprint. We asked C.

Feedback Software 119

Feedback Software Data Visualization Customer Feedback Agile 119

The Product Coalition

JANUARY 5, 2021

Intent on expanding the business to offer more to their users, the company observed a gap in the market and took a chance on something very different. In 2016, Sleep Stories was born. Since Sleep Stories, retention rates and time on app have increased dramatically. essential oils, candles, white noise, or zero screen time?—?Calm

Customer Experience 153

Customer Experience User Testing Research Software Data Visualization 153

Alchemer Mobile

FEBRUARY 7, 2019

According to AppAnnie’s 2019 State of Mobile Report , consumers sourced food and drinks through apps 130% more often in 2018 than in 2016. Clearly, people enjoy the convenience of having their meals delivered without having to talk to someone on the phone, or repeating their address and credit card information every time.

Feedback Software 157

Feedback Software User Testing Customer Feedback Research Software 157

Intercom, Inc.

APRIL 22, 2019

Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back to their task. Others worry that AI will worsen the customer experience as more and more companies use it to save costs. He joined me for a conversation on tackling issues that come up as you scale your customer experience.

Customer Experience 157

Customer Experience User Testing Analytic Tools Feedback Software 157

Mind the Product

APRIL 16, 2020

Before moving to super app Gojek to lead its efforts on mass financial inclusion, Adam Darcy developed PayMe, a product that has helped to transform the way young people in Hong Kong think about HSBC. However, I quickly discovered that there’s too much brand risk for a trusted bank to take this type of lean startup approach.

Weak Development Team 197

Weak Development Team Banking Customer Experience User Friction 197

Alchemer Mobile

APRIL 21, 2020

This information is critical for most product managers and mobile marketers to optimize the mobile customer experience. We published six new research reports today – each industry-specific guide reveals exclusive benchmark data gathered from more than 800 mobile apps with 5,000+ active users. Retail & Shopping.

Travel 147

Travel Finance Research Software User Testing 147

Intercom, Inc.

FEBRUARY 10, 2022

Customer support has never been a walk in the park. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. Shawn Carter , Customer Care Team lead at Aircall.

Reporting Tools 212

Reporting Tools Research Software Feedback Software User Testing 212

Product Innovation Educators

NOVEMBER 11, 2016

See two problems and several example questions at https://www.fastcompany.com/3065399/the-fast-company-innovation-festival/how-creative-agency-joans-brand-of-irregular-thinking-b. Should you offer different prices for a product or service to different customer segments? build products customers want and love.

Customer Feedback 152

Customer Feedback Product Manager Product Management Product Research 152

UX Planet

JUNE 1, 2025

Through case studies, statistical evidence, and methodological frameworks, I aimed to establish how systematic user research can positively impact key business metrics, from acquisition to referral. This fundamental gap in understanding is where UX Research becomes not only valuable but essential for driving authentic and lastinggrowth.

User Testing 59

User Testing Product Research Research Software Data Visualization 59

Product Innovation Educators

OCTOBER 14, 2016

6) Limit face time. (7) Read about it at https://blog.mixpanel.com/2016/10/06/ellen-chisa-uncommon-product-management-practices/. Why everyone in the organization needs to be a product manager – think of the entire customer experience as product. Ikea had an uncomfortable moment when it compromised it’s brand image.

Customer Feedback 121

Customer Feedback Product Manager Product Management Entertainment 121

Product Innovation Educators

JUNE 3, 2016

Rich Mironov shares mistakes he sees first-time product managers make, which are also mistakes I have seen some not-so-first-time product mangers make. 2) Remember that your colleagues are also your customers. (3) Product management vs brand management – the similarities and the differences. 1) Have goals. (2)

Product Research 121

Product Research Customer Feedback Product Manager Product Management 121

Andrew Chen

JULY 20, 2020

When I joined Instagram in 2016, the product had over 400 million users, but the growth rate had slowed. Our success was anchored on what I now call The Adjacent User Theory. The Adjacent Users are aware of a product and possibly tried using the it, but are not able to successfully become an engaged user.

User Testing 145

User Testing Customer Experience Customer Feedback Research Software 145

Alchemer Mobile

MAY 21, 2020

As we look ahead to our “new normal,” Finance app product managers and marketers must plan for usage swings both positive and negative depending on their offerings, and even within different pieces of their mobile experiences. Data from our 2016, 2017, 2018, and 2019 reports is included to show shifts in brand focus and engagement over time.

Finance 147

Finance User Testing Feedback Software Research Software 147

Intercom, Inc.

FEBRUARY 1, 2018

In August of 2016, Rachel Hepworth embarked on a unique challenge: start a growth marketing team at one of the most successful startups of this generation – one that had long relied heavily on word of mouth. I stumbled upon Eric Ries and Steve Blank, the concept of customer development – it was a revelation. We got sales leads.

User Testing 174

User Testing Marketing Customer Experience Research Software 174

Product Innovation Educators

JULY 1, 2016

The 4 key customer experience competencies B2B product managers should master. (1) 1) Purposeful Leadership, (2) Compelling Brand Values, (3) Employee Engagement, and (4) Customer Connectedness. build products customers want and love. User story tutorial for product managers. Check out how at [link].

Data Visualization 122

Data Visualization Customer Feedback Product Manager Product Management 122

The Product Coalition

FEBRUARY 26, 2021

You don’t buy iPhone as a phone, you buy an entry ticket to the Apple experience. Also, to understand what it feels like to use the app from an Apple user perspective. It was my first Apple experience that ended up with purchasing MacBook for personal use. But this story is not about Apple experience.

Customer Experience 131

Customer Experience Technical Review Systems Review Software Review 131

Alchemer Mobile

APRIL 24, 2018

Venmo comes to mind first, followed by Duolingo and its stunning first-use experience. In 2016, it handled 17.6B With increased competition in the p2p space, we felt that this was the right time to launch the feature, especially because we knew our users would find it valuable. in funding? Ny Vo of Venmo. App Name: Venmo.

User Testing 203

User Testing Customer Experience Artificial Inteligence Naming 203

Product Innovation Educators

AUGUST 12, 2016

NPS is sometimes referred to as the most important question – would a customer refer your product or service to someone else? NPS metrics can help product managers improve a product, how it is positioned, and brand strength. This short article suggests tools for design, customer success, analytics, product backlog, and personal sanity.

Data Visualization 122

Data Visualization Feedback Software Analytic Tools Customer Feedback 122

Mind the Product

MAY 25, 2018

We ran through various exercises in the first week to give us direction, including user journey mapping , product in a box , and the speedboat game. From there we put together a basic roadmap and started writing user stories. JustGiving was a well-known brand, but firmly associated with registered charities.

User Testing 149

User Testing Weak Development Team Onboarding KPIs Customer Experience 149

Intercom, Inc.

MAY 16, 2018

If you build the perfect product, the theory goes, they (paying users) will eventually come to you. Throwing money into ads to reach new customers is easy, but it’s likely a waste of money if you don’t get this part right first. Step 2: Tell customers what you’ve been building. I’d argue that mindset is completely wrong.

Product Marketing 223

Product Marketing Marketing Strategy Customer Experience 223

The Product Coalition

AUGUST 9, 2020

The Most Trusted Custom Software Development Companies in Poland Are you looking for a reliable software development partner for your business? 99 / hr Headquarter: Warsaw Fireart Studio is one of the leading custom software development companies in Poland. The modern world is now built on software. Fireart Studio Min. Stepwise Min.

Analytic Tools 148

Analytic Tools Research Software Software Development Software Developers 148

Product Innovation Educators

JULY 18, 2022

There are times that a technology comes first and later a problem associated with a market need is found that the technology addresses. However, I find market-driven innovation is more common—the wants and unmet needs of customers are first discovered and then solutions are considered. customer interaction with an existing product.

Research Software 284

Research Software Feedback Software User Testing Marketing 284

Intercom, Inc.

APRIL 12, 2018

We also cover why Dribbble has remained invite-only, how grassroots events have grown the Dribbble brand, and much more. I also spent some time at Autodesk after the company acquired Creative Market. Over time it’s become more of a mixed platform. Dribbble team page for the Intercom Brand Design Studio.

Feedback Software 215

Feedback Software Analytic Tools Research Software Reporting Tools 215

Intercom, Inc.

AUGUST 20, 2020

Alex’s projects, including founding members-only entrepreneurial community Bossbabe, have earned her some serious clout – Fast Company found her ideas so promising they named her one of their “ Top 100 Most Creative People in Business ” in 2016. Short on time? Once the internet became a mobile experience, it was ever-present.

Research Software 244

Research Software Technology Telecommunications User Testing 244

Sachin Rekhi

APRIL 12, 2020

We've continued to refine our understanding of the definition of product/market fit, developed customer discovery techniques that can help guide us to product/market fit, as well as established several benchmarks to assess whether we've achieved initial fit. Network economies. Yet they were extremely slow to do so.

Strategy 212

Strategy User Testing Technical Review Software Review 212

Userpilot

SEPTEMBER 1, 2021

SaaS product marketing is the strategies and tactics applied to software products and apps to create demand and drive the adoption and retention of said product by the end-user. best practices include: user-centered mindset, personalized messaging, continuous feedback loops, data-informed decisions. moment more quickly. moment fast.

Feedback Software 98

Feedback Software Research Software User Testing Customer Feedback 98

Mind the Product

DECEMBER 12, 2017

When we recall past experiences, we are not wired to remember the whole experience with total accuracy. We tend to remember the peak of the experience (whether positive or negative) rather than the end-to-end experience. One great experience can outweigh previous negative ones. Social Media and Brand Reputation.

Data Visualization 150

Data Visualization Reporting Tools User Testing Analytic Tools 150

Mind the Product

JULY 18, 2017

This is the first of two posts that deep dive on A/B testing, expanding on a talk I gave at Google Playtime 2016 in London. We’d dive into a test and work out the details as we went along, thinking we were saving time by doing so. Talk to your users to understand these problems. So what did we learn? Brainstorm your A/B tests.

User Testing 195

User Testing Product Research Testing Feedback Software 195

Userpilot

SEPTEMBER 21, 2022

How can you use knowledge base tools to guide your customers and remove their frustrations while using your product? An in-app knowledge base enables you to take advantage of the self-serve support model for effective customer service delivery. Ready to learn how Userpilot helps you better support your users? Let’s dig in!

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Data Visualization 98

Intercom, Inc.

JULY 21, 2022

Intercom was created out of an epiphany in a small Dublin coffee shop because we realized that the impersonal, transactional way of doing business online just wasn’t cutting it for customers anymore. Paul Adams: Let’s not do this again and then have a retro to learn the same thing we’ve already learned five times.

Download 216

Download Feedback Software Data Visualization Customer Experience 216

Mind the Product

FEBRUARY 16, 2017

It’s much harder to put together a strategy you can return to time and again. But we do have common methodologies for framing questions and answering them, for figuring out what’s interesting in your data, experimenting, learning, and growing. Retention is Different at Every Stage of the User Lifecycle.

Analytic Tools 160

Analytic Tools Data Visualization Onboarding KPIs Feedback Software 160

Userpilot

AUGUST 27, 2020

This post in an implementation guide inspired by the Adjacent User Theory post by the wildly-successful Bangaly Kaba (EIR @ Reforge, Former VP Growth @ Instacart, Instagram). We wanted our readers to see how they can use Userpilot to turn their adjacent users into activated users similar to what Bangaly Kaba did in Instagram.

Analytic Tools 94

Analytic Tools Customer Experience User Testing Customer Feedback 94

Usersnap

SEPTEMBER 2, 2019

Many small businesses fail because they overlook the importance of a customer experience strategy. If you are unfamiliar with the term, it is the plan undertaken by a business to address a customer’s holistic perception of the business after they interact. Why do you need a customer experience strategy?

Customer Experience 68

Customer Experience Feedback Software User Testing User Friction 68