The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

Mike Monteiro is the co-founder and design director of Mule Design and speaks frequently and passionately about both craft and business. In this conversation with Intercom's Stewart Scott-Curran, Mike explains the responsibilities designers have to their users and community, why the veil of ignorance is perhaps the greatest tool a designer can use, the issues he sees with design education today, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In February 2013, Slack had no product, no customers and only 8 employees. One of those employees was Ali Rayl, who was tasked with creating the company's customer support experience. Today her team supports more than 10 million daily active users. In a conversation from our archives, Ali shares lessons learned from Slack's early days, the unconventional way she measures her team's performance, how her team promotes knowledge sharing and much more.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

It’s often said that good product design is simple, and supporting all of the pixels and interactions we create are the simplest element of all, words. John Saito, UX writer at Dropbox and previously the very first UX writer at YouTube, explains how to find and document your product's voice and effectively use words to guide users to success. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Nothing will drain your startup's talent pool faster than a bad manager. So what makes for a good one? Kim Scott, author of the bestselling book Radical Candor: Be a kickass boss without losing your humanity, explains how to create a culture of giving and receiving feedback that will help your team do its best, most fulfilling work. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

How can product makers offer more functionality without making it harder for users to be successful? Andrew Ofstad, co-founder and Chief Product Officer at Airtable and former product manager at Google, explains why complexity slowly creeps in, how his team at Google pared down the Maps UI using first principles, how he keeps product simple at Airtable, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Des Traynor, co-founder and chief strategy officer at Intercom, recounts lessons and stories from the early days of the company and explains how they apply to those who are navigating early-stage startup life today. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Golden Krishna, author of The Best Interface is No Interface and a design strategist at Google, explains the trap of screen-centric thinking, what hardware can teach us about software design, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Edmond Lau, author of The Effective Engineer and a leader on Quip's user growth and engagement team, shares how engineers can make a greater impact, avoiding the layers of product and organizational complexity that often block them, strategies for prioritizing work, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Monal Chokshi was hired as Lyft's first dedicated researcher and tasked with building out the ridesharing company's UX research team and culture – something she'd done successfully before at SoundCloud and Intuit. She shares how researchers can prove their value, the way she’s structured her teams and why lightweight, guerrilla research – an exercise she likens to dating – is the user research gateway drug for startups. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Colin Bentley and Brian Donohue, Group Product Managers at Intercom and two of our first product hires, reflect on how their roles have changed at scale, what they’ve done to stay close to customers, learning to work with marketing and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.