The Intercom design team switched from Sketch to Figma due to a complex tool ecosystem that became prohibitively messy and limiting. The team consisted of 19 designers working across multiple offices in different time zones, requiring a collaborative and transparent tool for effective communication and collaboration. Figma's features such as its document system, commenting feature, and web-based nature provided a solution to their problems. Although the switch was not without challenges, including imperfect UI and feature shortfalls with Sketch, the benefits of using Figma outweighed the costs. The team learned valuable lessons about starting with why, considering it as a project, testing it themselves, running a trial, supporting their team, and checking the community before making a change.