Decision time: Our new product decision-making framework

We have recently unveiled a new "product decision framework" at Intercom to help us scale with our ambitions and bring value to customers quickly. The current decision-making process has evolved as the company has scaled, but it's now clear that it needs to be updated to keep pace with our needs and ambitions. We analyzed feedback from teams and colleagues across multiple disciplines, identifying recurring themes such as limited autonomy, vagueness on who makes decisions, and lack of accountability. To address these issues, we've devised a new framework with four principles: highly aligned strategically, fast and autonomous in execution, hungry for feedback, and owning the results. This new framework aims to improve our decision-making speed, quality, and consistency, ultimately leading to reduced market impact and better product success.

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