Look Who it Was Random video

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

1,693 views · Published 17 November 2017 · 22:42 · Indexed 21 October 2026

Channel: Startupfood · 2017 · Science & Technology

Watch on YouTube

By Cindy Chang https://www.linkedin.com/in/cindyjchang/
You can find the slides here: http://bit.ly/2yUEzqt

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 will share 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 (https://www.linkedin.com/in/cindyjchang/) 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.

At TheFamily, we believe that anyone can become a great entrepreneur. Find more info here: http://www.thefamily.co/

More from this channel