In 2019, I joined Intercom as a Senior Design Manager, managing the SF-based product designers deployed against the Messenger and Growth teams. While this role was unfortunately cut short in August of 2020 as part of Covid-related cost-cutting measures, the team accomplished a lot in the nine months I was there, including shipping a new pricing and packaging model and purchase flow, shipping new Messenger features like team-based office hours, and running numerous experiments targeted at improving both top-of-funnel conversion and new customer activation. Below is a sampling of some of the work we shipped or was in progress during this time.