Enterprise Conversational Analytics with AI

PRODUCT DESIGN
RESEARCH
main project image
INTRODUCTION
MeetAI is personal and trusted AI for meetings service based in USA. One of the modules of this platform will capture and transcribe every meeting details , give you incredible meeting summaries and fostering team collaboration.
TEAM
Me as a solo product designer, product owner, product manager, marketing specialist, engineers.
TIMELINE
May 2021 — Sep 2021 (this module)
TOOLS
Figma, Notion, Google sheets
MY ROLE
I led the design process of this project from the initial kick-off to final delivery, driving primary research, conceptualisation, design, and delivery of key modules and feature areas.
PROBLEM STATEMENT

Sales and product managers spend an average of 30% of their working time reviewing meeting records and tickets. Sales leaders gain low % of visibility since it is difficult to capture complex topics, facts and figures, names and numbers.

📦 A substantial collection of ideas
Validating ideas within a cross-functional team, considering all stakeholders to minimise unexpected outcomes.
💻 Outdated user interface
MeetAI followed dated UI from an old tech stack and minimum set of components which couldn't cover final result.
⛓️ Influence of future modules
The importance of the subtleties of considering other current/future modules and SaaS integrations.
🚨 Non-direct access
Despite the time zone differences, I were able to obtain valuable insights from potential users through surveys.

🔬

Discover

📍

Define

📝

Deliver

Business Goals

Before initiating the workshop process, first with the Product owner it is crucial to define the business goals that will serve as the foundation.

  • 🏢

    The team made a strategic decision to promote first for enterprises.

    Enterprises often have larger budgets and a consistent need for tools that enhance productivity and communication.

    Small businesses, often look to larger enterprises for validation before adopting a new technology.

    Working with enterprises provides an opportunity to receive valuable feedback from a diverse user base.

  • 📈

    Attract investments across multiple stages.

    Providing financial resources to fund operations, product development, marketing efforts, business growth.

  • 🕹️

    Way to automated integrations with numerous leading SaaS.

    Allows users to leverage the full potential of your product by connecting it seamlessly with other essential software they already use.

    Automation reduces the manual effort required for data transfer or synchronization between different tools, saving users time and resources

  • ️🖌️

    New +300 users in the first iteration.

    By validating and advocating user needs and delivering an intuitive visual part of the interface.

Workshop

At the initial stage, there were a large number of ideas, in tandem with the collaboration with the product owner and engineers, it was necessary to take into account all the possibilities and limitations , and we finalised it through the workshop.

project image

During discussions with the engineers, the subject of data visualisation was brought up, posing a potential consideration on the technical side.

User persona
user profile

Industry

Finance , IT

Age

34

Education

MA Sales and Marketing

Location

San Diego, California

📒

Story

Anna is the Head of Sales for a financial SaaS app product company. Her goal is to become the President of the Sales Department, steering the team toward strategic success. Currently leading a dynamic team, Anna faces challenges in effectively analysing pain points and engaging potential partners during calls.

To enhance the team's performance, Anna has set a target to involve a minimum of three new partners , expanding the company's reach. Despite the team's strengths, communication and knowledge-sharing are areas that need improvement. Anna, as a leader, is focused on fostering collaboration and facilitating a connected strategy. Her vision is not just about hitting targets but building a united team that excels in communication, collaboration, and shared commitment.

🔑

needs

Motivating and providing tools for analytical thinking and analysis of next steps.

Invest in right product tools.

Creating a professional and safe environment for initiatives and new ideas.

Measuring team success and overall engagement.

Understanding and addressing specific needs with key partners to avoid losing touch.

🔍

wants

Closing part of the pain points in the team due to close communication.

​Promotion for potential future partners, finding new ways.

Autonomity of the team and no need to control them.

🔍

goals

Improve sales product strategy through analysis.

Strengthened team collaboration and enhanced sharing of insights.

Ensure ongoing profitability for the product.

🧯

fears

One-sided analysis due to insufficient team collaboration.

Spending a lot of time entering the meetings context but not on finding a solution.

The sales fail, and no one can figure out why.

️️🛠️

tools
Daily

Slack

Salesforce

Excel

Zoom

Calendar

Outreach

GoogleSSO

Often

OftenHubSpot

Apollo

Trello

Teams

Often

PowerPoint

Dropbox

Seldom

Mailchimp

Asana

Jira

Canva

Highspot

Gong

satisfied

frustrated

Competitor analysis

After the team’s brainstorming session and assumptions, I decided to delve into the market of potential competitors.

1. The Platform (screens)
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users Feedbacks
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KEY TAKEAWAYS

..overwhelmed functionality on the main page

..it is not possible to find fast the desired file, + no ability to create own groups

..(-) covers the needs of sellers only

..no simultaneous access to analysis and transcript

..needs more flexibility in the comments discussion

Using a table for meeting analysis offers a clear presentation of overall activity results and customisable tools. Nevertheless, when focusing on a single meeting, certain functionalities may not be immediately apparent, requiring users to navigate between tabs , and sensitive mood tracking is not available.

2. The Platform (screens)
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users Feedbacks
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KEY TAKEAWAYS

..insufficient analytics and tools for improving calls

..sometimes it is difficult to focus on some elements in the audio line

..no automated integrations with leading SaaS.

..no ability to share a call snippet

In terms of accessibility , the interface on numerous pages lacks compliance, particularly in terms of low contrast. There is also a need for clearer analytics on meeting results and keywords. However, some aspects, such as discussions and commenting, are well-positioned.

Job-To-Be-Done for meetings

After analysing user persona and competitor analysis , I going to focus more on the specific jobs or tasks they are trying to accomplish. This job will be needed for further survey research.
Situation

I spend more than 30% of my time rewatching meeting calls and finding pain points.

action

I want to receive high-quality analysis of meetings.

so i can

so I could make a higher % of visibility and spend time improving the next meeting.

User flow
After analysing our competitors , we formed hypotheses indicating that certain functionalities were not logically structured within that product. Our aim is to focus on optimising these critical aspects to enhance the overall user experience and satisfaction.
1. Onboarding
2. Open meeting
3. Check Overall
4. Watch meeting
5. Find Pain Points
6. Create Clip
7. Share with College’s
8. Discussion

🔦

I've broken down the workflow into main steps. With this breakdown, I can conduct surveys and delve deeper into each step , gaining insights into specific user needs.

Primary Research

Without direct access to potential users at this stage, I chose to develop surveys to gather insights , laying the groundwork for further research.

🤔
Survey Questions

As users often spend too much time on meeting analyses that lack the desired quality, one of the goals of creating this survey is to verify if this hypothesis (our JTBD) is valid and to pinpoint the specific factors causing this issue.

1. How do you prepare for calls and how do you analyse them?

2. What criteria help you evaluate whether the call was successful or failed?

3. Could you tell me about your last post-call discussion with the team?

👇
Surveys Insights

..to compare my top lower performing sales reps

..see the talk time of participants over time based on meeting types

..understand the pain points

..understand what main points are mentioned across calls

..get the short result analysis of the call

..share details with my potential custome

..collaborate with my teammates by sharing my meetings

..visibility on who has viewed my meetings

..remove access to my meeting if needed so I can keep my meeting private

..identification of visitors' moods

🚨
Research observation

From the findings of this research stage, it was valuable for me to hear from users that preparing and analysing meetings involves juggling multiple tasks , demanding clear data and continuous focus . Moving forward to the initial MVP stage, it's crucial to prioritise enabling quick and efficient team collaboration , along with gathering artifacts in one place.

🔬

Discover

📍

Define

📝

Deliver

Research conclusions
  • 📊

    Provide high spectrum of data analysis, advanced insights, pain point.

    For efficient searching, users need to identify sentiment results and pain points, as indicated (surveys result).

  • 🗣️️

    Possibility to discuss/comment call in one place.

    Effective team collaboration and centralising artifacts have the potential to enhance the quality of future meetings and foster strong working relationships (surveys result).

  • 📡️

    Lack of way to automated integrations with numerous leading SaaS.

    Users can streamline their workflow by connecting MeetAI with tools they commonly use, enhancing overall efficiency (survey and market analysis).

  • ️🧭

    There's no way to simultaneously explore different indicators.

    To facilitate quick identification of specific moments in the audio or transcript, additional indicators are required (competitor analysis).

Information Architecture
information architecture image
IA - Before

In the initial stage of the product, there were 4 modules with limited functionality that covered only 20% of the product.

Patterns
Profile
Super Admin
Support
IA - Now+6 new blocks

In the development of the Meeting module, it was crucial to establish the product's structure early on, as this module significantly influences the viability of others. For instance, the Data module presents comprehensive meeting results in tables , and SaaS integrations impact the speed of data transfer between different software tools.

🎬Patterns
🤖MeetAI Bot
New
📞Meetings
✅ We are here
👨‍👩‍👧‍👦Team
New
🧑🏻Profile
📉Data
New
📝Support
🏡Homepage
New
🔐Super Admin
🧲SaaS integration
New

🔬

Discover

📍

Define

📝

Deliver

Wireframes + Testing

Considering the complexity of this module, involving intricate solutions and data analysis, we decided to create detailed wireframes and test the entire page thoroughly. My primary goal was to comprehend how users analyse meeting records , consider various indicators, identify factors that enhance efficiency , and pinpoint aspects that hinders progress.

🆘 pain points

3/5 respondents

1. Were difficult to compare analysis in different tabs.

3/5 respondents

2. Were confused find the right info, too many switches (tabs) on one page.

4/5 respondents

3. Not visible functionality "scale" Transcript

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As a result of testing, it was shown that users prioritise quick and convenient access to transcription and the highlighting of pain points. Additionally, various communication methods, both primary and secondary, are used for team collaboration. I have a concern that as a result of this, crucial moments might be lost.

Solution

The division into 3 blocks

It is provides more opportunities for comparison of results and discussions.

1. Video/Audio block

2. Changed navigation

3. Overall analysis

The right panel includes

Optimizing meeting analytics led to changes, including the addition of a right panel for quick switching.

1. Summary

2. Transcription

3. Clips

4. Comments

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🔦

After these changes, we'll boost key design metrics like retention and referral. Analytics insights and team discussions aim to enhance platform engagement, while creating and sharing key moments will attract new teams and users.

Final SOLUTION

After modifying the design, the second round of testing revealed a 30% increase in the overall task completion rate. Measurements encompassed the time taken to: analyse the meeting, write personal summaries, identify pain points, and the number of created clips (indicating a willingness to share with the team).

solution image

Meeting discussion + AI suggested specific moments

USER SCENARIO

Team attendees discuss meeting insights or results in the other type of messengers, where they could lose details

Solution

Provide an environment where all discussions will be kept + response to specific call moments:

Keywords

Strong statement

Pain point

Next Step

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Multifunctional Transcript

USER SCENARIO

Sellers needs to carefully process the meeting through transcription. For further discussion and conclusions.

Solution

High-quality transcription + the ability to track specific moments in the meeting provided by the platform. In the following, it is possible to create a transcript of snippets.

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Overall meeting analysis

USER SCENARIO

Sellers need to quickly analyze partners' moods, their questions and pain points.

Solution

This page provide a concise yet comprehensive view of the meeting's key elements, such as sentiment analysis and attendee interaction.

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Keywords in primary block

USER SCENARIO

The sellers should follow important topics at the meeting, find easy, fast and group it. For further discussion and conclusions.

Solution

The app can analyse the conversation log instances where these keywords are mentioned, also to highlight the mood. Ability to customise and define own set of keywords based on their preferences + AI suggestion.

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Key moments tab + Clips collection view

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Impact

🏃🏻

Start the ideas for the business up until it was validated — the first presale iteration got the first seed funding of $350,000

💵

The main core functionalities to partners and attract investments across multiple stages (in the next 6-month company got $4M seed funding)

👨‍👩‍👨🏻‍👩🏻‍💻

Laying down the product development vectors for entering the American market and attracting +500 active users (in the first 10 months).