My Process

The language and structure is heavily inspired by and largely taken verbatim from Intercom's design process. After working on cross-functional teams in large organizations, I've found so many overlaps between the two processes, that I figured Intercom "says it best".

Credit: See Intercom's design process

Understand the problem

Understand and articulate the problem we're trying to solve. Ensure we've asked enough questions and challenged assumptions.

Determine what type of process we need: complex, exploration-based or lightweight, intuition-based

I studied Intercom's design process framework - presented by Alex Potrivaev - and decided to create an artifact that I could use for future projects as a reference.

Concept & Pick a solution

Ideate ways to solve the problem in lowest possible fidelity. Gain sufficient confidence to decide on which direction to go.


Work with the team to figure what's the smallest coherent solution of the concept that can be shipped and tested if it has solved the problem.

Detailed design

Figure out the necessary flow and interaction design details to enable engineers to start building the scoped solution.


Work with engineers to finalize design, resolve edge cases, polish, QA and ship a solution.