At Intercom, they have reinvented their Messenger product by developing a clear product vision that guides the development of new features and design elements. The vision was created through a process that included surveying the landscape, setting up the team for success, crafting the vision itself, validating it with customers, and finally bringing it to life through storytelling and execution. The new Messenger features a customer engagement hub, spaces for organizing content, conversational ticketing, and a visual refresh to make it feel modern and competitive. The vision was validated through interviews with target prospects, who found it compelling and appealing, especially the configuration and customization options. The team used a story to unite themselves behind the common purpose of the new product, and executed it in two phases, shipping the foundations first and then incrementally adding more features as time allowed.