At Intercom, they deliver complex changes by breaking them down into small, controlled steps. This approach makes it easier to build and review changes, allowing for faster delivery of value to customers. The team acknowledges that mistakes are inevitable and encourages a culture where they can be learned from quickly, rather than trying to correct them before shipping. By focusing on smaller iterations, the team reduces the complexity of large changes, making it easier to validate and adjust as needed. This approach also helps build momentum by delivering small wins regularly, which in turn speeds up decision-making and reduces the risk of surprises. Ultimately, building in small steps requires a deliberate team culture and infrastructure that prioritizes peer reviews, automated testing, and rapid deployment. By adopting this principle, Intercom is able to deliver customer value faster and more reliably, while also making it a more enjoyable experience for their engineers.