---
title: "Harnessing user research with Intercom - The Intercom Blog"
description: "TrackDuck, a visual feedback tool for developers, used Intercom to collect user feedback and track behavior, bridging the gap between developer knowledge and user understanding. They simplified a ten-step registration form to just four steps with three entry fields, resulting in a 120% increase in customers who completed registration and started using the system. After discovering through Intercom that some new users never returned after adding their first project, they implemented a seven-step onboarding tour immediately after registration and used auto-messages to track where users dropped off. To satisfy commercial client requests for mobile access without the cost of native apps, they made the control panel adaptive using Media Queries, ngTouch, and matchmedia-ng with a vertical block design. They also added recognizable icons to inline editing fields after users failed to understand that static-looking text was editable, and removed seldom-used features to reduce clutter and focus on valuable functionality."
---

# Harnessing user research with Intercom - The Intercom Blog

[Intercom](https://yomu.fyi/company/intercom) · Oct 12, 2026

**Type:** Problem & solution

## Summary

TrackDuck, a visual feedback tool for developers, used Intercom to collect user feedback and track behavior, bridging the gap between developer knowledge and user understanding. They simplified a ten-step registration form to just four steps with three entry fields, resulting in a 120% increase in customers who completed registration and started using the system. After discovering through Intercom that some new users never returned after adding their first project, they implemented a seven-step onboarding tour immediately after registration and used auto-messages to track where users dropped off. To satisfy commercial client requests for mobile access without the cost of native apps, they made the control panel adaptive using Media Queries, ngTouch, and matchmedia-ng with a vertical block design. They also added recognizable icons to inline editing fields after users failed to understand that static-looking text was editable, and removed seldom-used features to reduce clutter and focus on valuable functionality.

## Context

TrackDuck is a feedback-gathering tool for developers that relies on clear communication between clients and contractors. The company used Intercom to collect user feedback and track application events to identify and address interface and onboarding problems.

## Approach / What changed

Simplified registration from 10 steps to 4 steps with 3 entry fields; implemented a 7-step onboarding tour and used Intercom auto-messages; made the control panel mobile-adaptive using Media Queries, ngTouch, and matchmedia-ng; added recognisable icons to inline editing fields; removed or redesigned seldom-used features.

## Takeaways

- Reducing a 10-step registration form to 4 steps with 3 entry fields yielded a 120% increase in successful user registrations and eliminated user questions about the registration process.
- Implementing a 7-step onboarding tour immediately after registration, combined with Intercom auto-messages, helped identify where new users dropped off and improved feature adoption.
- Making the control panel mobile-adaptive using Media Queries, ngTouch, and matchmedia-ng satisfied client demands for mobile access without the cost of building separate native apps.

## FAQ

### When should you consider changing your existing interface?

According to the post, consider changes if users repeatedly ask for help with a feature, too few visitors convert to customers, many fail to complete registration, functional parts are outdated or unused, or key activity metrics drop suddenly.

### How did TrackDuck improve registration conversion?

They simplified the form from 10 steps to 4 steps with only 3 entry fields, added training materials, and simplified the first project creation, resulting in a 120% increase in completed registrations.

### What approach did TrackDuck take for mobile device support?

Instead of building native apps, they made the control panel adaptive using Media Queries, ngTouch, and matchmedia-ng with a vertical block design, working on almost all devices at minimal expense.

**Tags:** [Intercom](https://yomu.fyi/topic/intercom), [Mobile](https://yomu.fyi/topic/mobile), [Onboarding](https://yomu.fyi/topic/onboarding), [Product Design](https://yomu.fyi/topic/product-design), [User Research](https://yomu.fyi/topic/user-research)

- Source: [Intercom](https://www.intercom.com/blog/harnessing-user-research-with-intercom)
- Source URL: https://www.intercom.com/blog/harnessing-user-research-with-intercom
- Ingested by Yomu: 2026-10-12T18:00:30.516Z

[Read original post](https://www.intercom.com/blog/harnessing-user-research-with-intercom)