I led design for Help Scout’s new Proactive Messages pricing model, focusing on lowering adoption barriers while staying centred on our customers.
Role:
Product Designer
Industry:
SaaS Customer Support
Duration:
3 Weeks
Challenges
Help Scout was launching Proactive Messages, a new product. We needed pricing that reduced adoption friction, scaled long-term, and stayed true to our customers: fair, transparent, and never punitive to use.
Approach
I led design in close partnership with Product, Finance, Engineering, and Marketing. I helped translate the strategy into a clear and trustworthy user experience, aligning on principles, conducting user research, and iterating quickly.
Results
We shipped a pricing experience that clearly communicated usage and costs, helping customers understand how value connected to price. This created a competitive edge in an industry where pricing is often opaque and not designed around customer clarity.
Conclusion
This project highlighted the role of design in translating business strategy into customer trust. Grounding decisions in research, and prioritizing transparency, we delivered a pricing experience that supported growth while being customer-centric.
