When Intercom released its new messenger with the ability to create rich, personal profiles, only 13-15% of customers fully completed their profiles. The main reasons for low adoption were visibility and education. To increase adoption, the growth team integrated profile creation into the onboarding flow and product gave higher visibility to profile editing within Intercom itself. A simple walkthrough was added to the app on startup that asked for missing profile components to be filled in, along with the ability to edit profiles from anywhere. The design team used a system-level approach to understand the problem, map out an inventory of parts, states, rulesets, and more. They also considered platform-specific steps such as camera permissions. After sketching out directions, they met with colleagues to get feedback and decide on next steps. The design team worked closely with engineering and the brand design team to create a simple and effective solution that increased profile completion rates from 14% to 46% within a month. Key takeaways included making sure the problem is crystal clear to all stakeholders, grounding the problem in research and metrics, thinking big and starting small, designing with engineering early and consistently, nailing interaction design as soon as possible, knowing your metrics of success, and tracking the success of your solution.