Definition of Done
summary
Explains a system connecting inputs, outputs and outcomes with concrete tools used at Intercom: a weekly-tagged customer voice report from support, sales cases in Salesforce aggregated into problems to be solved, and roadmap teams that ship relentlessly — about 150 product changes last year (~3 per week). Shows a failed business‑metric project (increase seats) to argue projects must be framed as customer problems, and treats shipping as the company’s heartbeat.
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chapters (8)
- 0:00The reality of "Done"
- 2:13The product development loop
- 5:09Inputs, outputs, and outcomes
- 9:43Designing high-quality inputs
- 14:24Customer problems as inputs
- 21:12Framing projects correctly
- 23:46The necessity of shipping
- 28:45Connecting outcomes to inputs
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