From Intercom: https://www.intercom.com/blog/product-managers-should-not-build-the-roadmap/ When you think of the role and responsibilities of a product manager, two things probably come to mind – prioritization and roadmaps. But should prioritization and roadmaps be the responsibility of product managers alone? I don’t think so. Roadmaps are a prioritized to-do list that, when done well, create alignment around what … Continue reading Product managers should not build the roadmap. The product team should. →

From Intercom: https://www.intercom.com/blog/trial-users-first-use/ In 1898, American sales pioneer E. St. Elmo Lewis created the AIDA model to describe how customers buy. The AIDA model described four cognitive phases that buyers follow when accepting a new idea or purchasing a new product: A problem comes to the customer’s attention.This creates interest in the benefits of a … Continue reading Hook trial users from their first use →

From Intercom: https://www.intercom.com/blog/design-pattern-new-disruption/ The world of product design is shifting once again: “Best of breed” apps are mixing decades-old ideas with modern UI patterns – and in doing so, teaching us eternal lessons about how to design for a specific market. It’s an exciting time for product design. After an arguably fallow period, the last … Continue reading Shortcuts to superpowers: What an emerging design pattern tells us about disruption →

From Intercom: https://www.intercom.com/blog/videos/onboard-signed-users-satisfied-users/ The old world SaaS model was basically all about sign up and convert. The new SaaS model is subscription revenue-driven, which begs the question: what is a conversion today? After all, we don’t buy software these days; we subscribe to it. At Collision, I spoke about the new techniques that product owners … Continue reading Customer retention is the new conversion →

From Intercom: https://www.intercom.com/blog/better-onboarding-strategies/ There are two funnels for SaaS companies. The first is all about acquiring new users. The second is all about keeping them. You can growth hack the first one, but to build a great business, you need to invest in the second one. The key to solving the second funnel is onboarding. … Continue reading Actionable strategies for better user onboarding →

From Intercom: https://www.intercom.com/blog/strategies-for-onboarding-new-users/ Simply signing up users means nothing if you’re not helping them understand how they can actually achieve what you’ve promised. Even the strongest customer testimonials won’t prevent churn if people don’t understand how to use your product. That’s why we built Product Tours to assist with the job of user onboarding within … Continue reading User onboarding strategies that work – and mistakes to avoid →

From Intercom: https://www.intercom.com/blog/working-as-a-designer-in-a-foreign-language/ The design industry speaks English. The articles we read, the tools we use, the conferences we attend: we all speak the same language when it comes to design. If you are investing in self-development and learning about UX, it’s highly likely the materials you use are in English. In fact, right now … Continue reading Working as a designer in a foreign language →

From Intercom: https://www.intercom.com/blog/building-product-tours/ Every product design project is a bit like climbing a hill. You ascend the hill to gain perspective on the surrounding terrain, but you don’t know what’s on the other side – you’re figuring out how to approach the problem, and you uncover and resolve the unknowns. Once on top of the … Continue reading Building Product Tours: The design process behind our onboarding tool →

From Intercom: https://www.intercom.com/blog/onboarding-tools/ With the release of Product Tours, our new feature for building guided flows, you can now find all the critical capabilities for onboarding your new users in a single platform, Intercom. The possibilities for customizing your onboarding experience are endless when you take into account our app integrations. Want to survey new … Continue reading Customize your onboarding with these 11 onboarding tools →

From Intercom: https://www.intercom.com/blog/content-first-approach-to-onboarding/ Knowing your user’s story is central to a great onboarding experience – but how do you actually tell that story? At some point you need to write the content of your onboarding: words, sentences, value props, the works. Ultimately, it’s the content that helps your users achieve their goals. That’s a lot … Continue reading A content-first approach to product onboarding →