Engineering principles: Shaping the solution and building in small steps
The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
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Xplored to Day Podcast - Getting the Most Out of Your Product
We almost didn't build it because we approached it as a large change instead of a series of small steps. We revisited the project with a different approach, starting with the smallest possible version and sidestepping some of the complexity until we could learn what customers really needed. Once customers were using it, the team iterated in small steps, quickly making the feature more flexible. As the flexibility grew, so did the number of customers using it, and we rapidly expanded the bata. It turned out that the many, too many relationship didn't block customers from using the feature, and we successfully launched it safely without this extra complexity. And if you want to read back on any of the
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