Our design process at Intercom is focused on problem definition, understanding the user's needs, and solving real problems. We have a deliberate and comprehensive approach that involves thoroughly testing how things work currently, understanding what a good outcome looks like, and measuring it. Our designers also research how other products solve similar problems, decide whether our requirements are different, come up with multiple solutions, iterate on their ideas, work systematically from level to level, optimize for simplicity, and don't stop when something ships. We strive to make design work that we can be proud of by involving multiple designers, getting feedback, and continuously learning from our previous work.