At Intercom, the product development team spends a significant amount of time on problem prioritization and problem definition before designing or building anything. This approach is in contrast to many other companies where senior important individuals often come up with ideas that are then hastily designed and built without much consideration for the underlying problem. The author believes this approach is crucial for success, as it ensures that solutions are tailored to real customer needs rather than just solving a perceived problem. Despite its importance, this process is often undervalued due to its lack of glamour, difficulty in measuring progress, and challenges in selling its value to management.