As Intercom’s product scaled, we struggled to keep the navigation clear and user-friendly. So how do you redesign information architecture without disrupting users? Senior Product Designer Pranava Tandra breaks down the process, from balancing simplicity with depth to making AI features more discoverable. She chats with Senior Director of Product Management Michelle Fitzpatrick about the challenges, trade-offs, and lessons learned in structuring a fast-evolving product for clarity and ease of use.

Watch this episode on YouTube: https://youtu.be/R59AZsGDffY?si=if7eoqxIRinGiaOW

Read Pranava's blog post: https://www.intercom.com/blog/designing-for-clarity-restructuring-intercoms-information-architecture/

😁 Follow the people:

https://www.linkedin.com/in/pranavatandra/

https://www.linkedin.com/in/michellefitzpatrick/

Follow our podcast:

🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923

🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

💻 RSS Feed https://rss.art19.com/intercom-on-product

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://intercomonproduct.substack.com/

Say hi on 👋

LinkedIn: https://www.linkedin.com/company/intercom/

X: https://x.com/intercom

Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

www.intercom.com

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Paul Olchváry

The AI-powered Podcast Player