Overview
I had the privilege of working for a company that's reshaping the customer support market. Intercom's innovative approach, coupled with its leadership in AI technology, has redefined how businesses engage with their customers. My role allowed me to contribute to this groundbreaking work and be part of a dynamic team committed to pushing the boundaries of customer communication through design. My time at Intercom was an inspiring journey that honed my skills while helping lead the industry into a new era of intelligent customer engagement.
Responsibilities
Product strategy, influencing decisions, leadership, design excellence, UX, UI, interaction design, user research and testing, workshop facilitator, mentoring designers, enhancing processes, identifying opportunities and prioritising initiatives.
Key achievements and outcomes
- 11% Increased Activation with the Help Center product YoY.
- Successfully implemented all critical Help Center features that were blocking Sales deals.
- Successfully launched 2 new product features in less than 12 months (Tooltips & Checklists)
- Set the direction for the future vision of the Help Center.
- Influenced the design direction and early success of the AI content.
Case studies
Showcase
