This is Intercom's Product Principles, a content series where experts across Intercom's R&D team talk about the principles that guide their work everyday.
Intercom is built on principles. Defining and distilling these principles has been one of the biggest contributors to our ability to consistently build great products at scale – we hope you find them as useful as we have.
Product & Design 6 min read
At Intercom, shipping is just the beginning. We strive to deliver outcomes as well as outputs to drive real results for our customers.
Product & Design 7 min read
We focus on the problem and finding the right design to solve it. We try to default to existing design conventions, but if those don’t exist, or if they’re not good enough, we create something new that does solve the problem.
Product & Design 5 min read
We often fall into the trap of assuming that the more complex a product, the more powerful it is. At Intercom, we steer away from complexity and keep things simple.
Product & Design 6 min read
Focusing on the system in the early stages, instead of skipping ahead to high-fidelity mockups, gets us talking about the important decisions faster.
Engineering 7 min read
At Intercom, we’re focused on the future, and we’re taking bold steps to get there. But when we make technical decisions, we like to be conservative.
Engineering 6 min read
Large changes are hard to understand, and harder to debug. At Intercom, we deliver complex changes in a series of small, controlled, easy-to-understand steps.
