American software company Intercom rebranded and appointed us to bring their mature identity and ethos to life in a new Sydney office, as well as other key global locations. We were influenced by deep conversations with Intercom staff and leaders who told us what it means to be part of the journey. The result is a balance of sophistication and playfulness, with a wide range of work, meeting and social spaces that provide greater flexibility and empower staff to make choices.
The workspace followed a fast track design program and opened during the 2020 COVID-19 pandemic.
The design of the Sydney office was influenced by Intercom’s global design standards, also developed by M Moser. This involved 50 leadership interviews, local workshops and surveys.
Spaces empower people to connect and be approachable, supporting Intercom’s relationship-based activities.
A strategy underpinned by research
The team was tasked with elevating the brand experience for a mature organisation that was poised for growth. The company was going through a period of significant change. Following the development of a new brand identity, Intercom had an opportunity to revisit several key global workspaces including Sydney, Australia as it was relocating within the city.
M Moser’s Sydney-based design lead collaborated with colleagues in Chicago, San Francisco and Dublin to ensure consistent corporate elements and local aspects were considered at all Intercom global locations. Understanding the company’s culture, goals and operational functions was important so we undertook at least 50 staff interviews and created some excitement and buy-in for change and transformation in the workplace.
Focusing on relationships and agility
Spontaneous interaction within the Intercom team is essential. The company founders and senior people are visible and approachable, supporting the culture and transparency. Variation in workspaces enables people to do their best work.
By creating various meeting and interactive spaces along with open work desks, we provided the ability for people to choose their setting as preferences change and evolve. From open to semi-enclosed, enclosed and private spaces, there are varying degrees of privacy and social spaces, for meetings as well as casual and unplanned interactions to share knowledge. Research and development, sales, and customer service teams all appreciate break-out spaces and areas with soft furniture for conversations and relaxing.
Meeting rooms are flexible with state of the art videoconferencing systems, lighting, glare and video camera coverage controlled, robust acoustic attenuation, collaboration tools, and controlled temperatures.
Reflecting an up-to-date identity
Careful planning and strategy resulted in functional spaces layered with a purposeful look and feel. The new Sydney office presents a balance between a minimal and gallery-style workspace to reflect the maturity of the business, as well as a whimsical flair for playful and personal branding. Intercom periodically engages creatives to produce art for them, so we incorporated a warm, neutral colour palette to act as a canvas for changeable art, graphics and visual media.
Every Intercom office has an art installation by San Francisco-based AntIre which binds each location together. We also engaged Sydney artist, Nico, to develop a custom mural that conveys the local team personality and locational aspects. It tells a story about the people that work there which visitors can understand and appreciate on entry.
- Status Completed
- Area 800 sq-m
- Completion date 2020
- Location Sydney