Building Our Brand’s Visual Style

Last month, we made a significant (and much-needed) update to our website. The visuals of our previous brand were outdated, generic, and forced. Our visual style was created by repurposing elements from our logo. We used primarily open-source illustration and icon libraries. The visuals did not represent our custom…

Can Product Designers Redesign a Brand?

We redesigned our website! It was no small feat, requiring months of work from our marketing and design teams. It’s still a work in progress, but it’s something I can be proud to share with customers and friends. When we started working on the redesign, we only had product designers, no brand designers, on the team. …

Custom Reporting Solutions with Professional Services

Bill Miksich
A new customer recently made the switch away from Salesforce Marketing Cloud. In Customer.io, it is much easier for them to build campaigns and send newsletters, but they missed one thing from SFMC. They used to have the ability to schedule a daily campaign and newsletter metrics overview email. In Customer.io, performa…

Building a Space for Feedback, One Gif at a Time

Customer.io has teams spread across the globe. That’s awesome, but it can also present unique challenges. With people managers and their teams spanning 5 continents and more timezones than we can count on both hands and feet, we wanted to create a simple way to give and solicit feedback regularly. We use a weekly compan…

Pairing Pair-fection

Joe Purdy
This post started as an internal document written by our Senior Site Reliability Engineer, Joe Purdy. In it he describes his personal approach to pairing (including, but not limited to, pair programming). We hope this helps you in your own work, whether or not you’re an engineer. What is pair programming? Tradi…

A Virtual Walk in the Park

Sonja Beardsley
Customer.io doesn’t have the luxury of spontaneous conversations at the coffee machine or spur-of-the-moment catch-ups over lunch as a remote-first company. For many companies, those little moments are what build relationships and company culture. As our VP of Operations, I’ve planned over ten company retreats with t…

Dun, Dun, Dun … Dunning with Empathy

Gin King
Dunning emails are the messages a business sends to its customers to collect past-due payments. At best, they are a nuisance; at worst, they inspire dread. Email marketers often overlook these messages as a distasteful, if necessary, part of doing business. When I redesigned our dunning campaign, I wanted to create…

Customizing My Welcome Campaign with Local Weather

Bill Miksich
I recently re-joined the team at Customer.io to head a new Professional Services team after about a year away from the company. After spending that year leading the Marketing team at Simple Finance, I had a greater appreciation for the struggles that B2C companies face when trying to keep their lifecycle comms as releva…

How mirroring people’s mental models unleashes superpowers

The most satisfying part of my role as a Product Designer is when we release something that helps our customers become heroes at their jobs. When I help reveal or amplify people’s superpowers, I feel connected to the meaning of my work. There are lots of ways to do that through new features, better reliability, i…

How to come up with design principles for your small design team

At Customer.io, we’ve spent the last year turning our styles and coded components into a full-fledged design system. One of the biggest changes is that our work is now guided by a design direction that includes design principles. What are design principles? Design principles are a set of opinionated, actionabl…
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